Celebrating 4 years at Red Loom and 1 year at Carenivor. The journey so far.

I’ve now decided to kickstart my next entrepreneurial adventure, which I’m setting up while continuing to serve my Red Loom clients. It...

5 reasons loving your customers can lead you straight to failure: foundations needed to support long-term success of a CX programme

As many nations present their plans to come out of lockdown safely, it strikes me that we should all use this opportunity – if you can...

How can businesses (small and big) survive COVID-19 / Coronavirus, both in the short and the long-term? Never in a million years could we...

I do believe that the industry should spend less time debating NPS and more time deploying action-driven CX programmes that link to the...

In this article I offer 3 key domains where CX and marketing converge: customer retention, customer acquisition and increased customer...

When was the last time you took a proper look at your CX programme and ensured it is fit for purpose and used to its full extent? It’s...

It was with great delight and much anticipation that I joined Red Loom a few weeks ago! Along with over 20 years of experience in...