Who is our guest?

With over 40 years of experience in marketing communications and customer relationship management, Richard is the director at Customer Plus, a leading consultancy that helps businesses improve their customer experience and loyalty. He is also a certified NPS practitioner and an accredited C-me colour profiling activator, which enables him to deliver effective and engaging workshops and training sessions for clients across various sectors.

What do we discuss?

• Career Journey and Business Ventures
• Role and Services of Customer Plus
• Passion for Sports and Physical Activity
• Introduction to Customer Journey Mapping
• Understanding Customer Satisfaction Surveys and Net Promoter Score
• Importance of Prioritising Customer Experience
• The Discrepancy Between Promotion and Delivery
• Common Mistakes in Customer Experience
• The Fitness Analogy: Long-term Commitment in Customer Experience
• The Importance of Consistency in Customer Experience
• The Role of Customer Experience in Brand Perception
• The Challenge of Enhancing Customer Experience
• The Power of Choice in Customer Experience
• The Role of Enjoyment in Customer Experience