Small or Medium-Sized Business Owner? Download your essential guide to CX.

I can help you uncover the real reasons customers aren’t coming back, pinpoint what’s slowing your growth, and show you exactly how to increase customer satisfaction. With nearly two decades of hands-on experience in customer experience management for leading enterprises, I deliver CX audits that cut through the jargon and provide clear, actionable insights you can use right away. Let’s work together to drive your business forward—no fluff, just results that matter.

Mystery shopping involves sending anonymous evaluators to interact with your business, assessing specific service standards and employee behaviors. In contrast, customer experience audits take a broader approach, analyzing the entire customer journey to identify strengths and areas for improvement across all touchpoints. Both methods provide valuable insights, but customer experience audits deliver a more comprehensive view of your customers' overall perceptions and satisfaction.

I am currently a senior manager at a major UK transport operator, and this initiative is truly a passion project for me. In a country where the economy is driven by services and small and medium-sized businesses form the backbone of our communities, it’s concerning to see customer satisfaction steadily declining each year. That’s why I feel a genuine responsibility to use my experience and industry knowledge to make a positive difference. While I may offer even more hands-on support in the future, for now, I’m excited to provide you and your team with a comprehensive audit. This will give you valuable, actionable insights and a clear direction on where to focus your efforts for maximum improvement.

Great question! With my service, you gain access to a comprehensive audit and expert advice at a fraction of the usual cost. This means you receive practical, actionable insights tailored to your business—and, depending on the audit package you select, you'll also benefit from dedicated consultation time. After the audit, you and your team have the flexibility to put some or all of my recommendations into action at your own pace. Considering that customer experience consultants in the UK typically charge around £625 per day, this approach is a budget-friendly, high-value solution for SMBs looking to drive growth without stretching their resources. It's an easy way to get tangible results and expert guidance—without the hefty price tag.

The easiest way to get started is by booking a free 30-minute Discovery Call with me. We’ll talk about your current challenges, business priorities, and how a CX Audit could support your goals. There’s no pressure and no obligation—just helpful advice. If you decide to move forward with a CX Audit package, that’s fantastic!