Adapting to change is not a choice; it’s a prerequisite for survival. So says leading customer service trends forecaster WDS. In 2016, customer experience will be more important than ever before. In fact, 7 out of 10 business leaders claim that customer experience is now critical to their success (Forrester). As brands grow, competition increases and […]

  GUEST CENTRICITY is about putting guests at the heart of your organisation. I inspire hospitality owners and managers to improve guests’ journey, service delivery, performance, profitability, brand exposure and asset value. I build and develop customer loyalty to increase rebooking and referrals. I develop communications and marketing strategies for guest-centric ‘personalisation’. A good hospitality experience […]