CX Heroes

20/05/2026

Hello Everyone 👋🏼 I thought it was about time I introduced myself to you lovely lot 🎥

I’m here to help you business owners create a customer experience that’s so incredible, you’ll have your own hype squad…

🎬 Here’s some fun facts about me! Let me know one fun fact about you in the comments 👇🏼

20/04/2026

🌟30th April🌟2-3pm🌟

Join me for a FREE 60-minute webinar where I’ll walk you through the 5 most common CX mistakes small businesses make and exactly how to fix them.

✅ Free to attend
✅ Online - join from anywhere
✅ Built specifically for small business owners

Enrol here 👉 https://form.jotform.com/261023781971357

16/04/2026

Your customers are leaving. They’re just not telling you why.

😖

Sound familiar? You’re working hard, delivering a great service, but somehow clients aren’t coming back, or recommending you like you’d hoped.

The problem probably isn’t your product. Or your price. It’s your customer experience - and most small business owners have no idea where the gaps are.

Join me for a FREE 60-minute webinar where I’ll walk you through the 5 most common CX mistakes small businesses make and exactly how to fix them.

✅ Free to attend
✅ Online - join from anywhere
✅ Built specifically for small business owners

Spots are limited - grab yours here: https://form.jotform.com/261023781971357 👍

Please click the link to complete this form.

02/04/2026

I took this pic at lunchtime, in the middle of a tourist town, in the middle of the school holidays.

I came in for a coffee to get away from my desk. At lunchtime I packed up my things and went elsewhere to buy some food.

How places like this survive I’ll never know. A prominent location, a captive audience, loads of space for families.. yet.. it often feels like a ghost town.

When footfall is low, it’s easy to blame marketing.. the algorithms have changed, people aren’t reading the papers anymore, the council took away our sandwich board.. Or consumer spending.. it’s the recession isn’t it? Or your competitors.. oh everyone’s going to that new place in town, you know, the chain.

But in many cases the real culprit is CX.

I can think of 20 things this place could do to improve CX, improve their reputation, get people to spend more and return again and again. At least 10 of them are free to implement!

I don’t do cold calls because they’ve never worked for me but if you recognise this space, a referral wouldn’t go amiss :)

01/04/2026

Y’all know that I am basically allergic to bad CX these days.

So here’s what ‘good’ looks like.

🩵 Packaging that comes from the heart (try teaching a robot to tie a ribbon)

🩵 An unexpected upgrade, a thank you for offering advice and support (which I gave freely)

🩵 Helping people make high effort system 2 decisions (which candle to buy) by breaking it down into several system 1 decisions (low cost wax melts giving the online shopper the opportunity to ‘try before you buy’)

That’s why comes with the CX Heroes seal of approval!

01/04/2026

FACT: Most small business owners I speak to are brilliant at what they do.

ALSO A FACT: They're losing clients they don't even know they're losing.

Not because of price. Not because of competition. Because the experience of working with them has small gaps. Moments where a client feels a little forgotten, a little uncertain, a little less special than they did when they first signed up.

Those gaps are costing you repeat business, referrals and reviews every single day.

The good news? They're fixable. And you don't need a big budget or a corporate CX team to fix them.

That's exactly what my CX Transformation Programme is designed to do - help small and micro business owners like you build the kind of customer experience that keeps clients coming back.. and sending their friends.

🌟 8 weeks. 1 hour a week. Fully online. Maximum 10 people. 🌟

Next cohort starts Wednesday 13th May at 10am.

Early bird price of £640 (saving £160) available until 30th April.

If this resonates, drop me a message or click the link below. I'd love to have a quick chat before you commit.

🔗 [link in comments - for the algorithm!]

25/03/2026

Hands up who picks up a new coffee loyalty card everytime they go anywhere and REFUSES to download another bloody app 🙋🏼‍♀️

Step forward with this genius digital coffee card that slides straight into my Apple Wallet. For the first time in my life I might actually get that free coffee I’ve always dreamed of.

Ohhhhh yeeeeeeah, when the CX is as good as the coffee, and the weather outside is frightful (but inside is so delightful) I’m having a good time 👌☕️

20/03/2026

It’s an honour and a privilege to be working alongside the multi-award winning team at the Buxton Crescent Heritage Trust. Their passion and creativity make my job super easy!

17/03/2026

❤️ What do I love most about my job? ❤️

It’s the wow moments.

Like when I tell a group of small business owners that only 1/26 unsatisfied customers will actually complain. And that 1/3 of those customers will walk away and never come back. But that EVERY bad experience is salvageable.

There’s a quiet power that comes from knowing this stuff.

We stop assuming and we start listening.

We hear.

We get better at what we do.

I love doing these free workshops not just because they’re fun (they are) but because I get loads of useful feedback from them. Not just in the surveys, but in the questions. And in those moments I grow.

Thanks for agreeing to join me on camera

And huge thanks to for taking a bunch of awkward footage and turning it into this gorge video.

15/03/2026

In honour of and I’m going to celebrate a female every day this week.

Day 7: Sarah - the CX Final Boss 💪

Before Sarah: I was stressed, overwhelmed, guilty, ashamed.

After Sarah: I was confident, happy, inspired, grateful.

Sarah is my childminder.

Sarah runs a business (girl gotta eat) but she knows that her clients don’t see it that way. Handing your most precious thing over to another person for 9 whole hours requires an incredible anount of trust and the most complex set of emotions. Sarah expertly manages every single one of them.

I could speak for hours about the moments I’m grateful for - my first baby’s first day when I nagged her for constant updates and photos (and she obliged); the day she took me in for a hug and a cup of tea when I had a breakdown on her doorstep; the day she invited all her mindees’ families over for a butterfly release (it was magical 🥹).

But I think I figured out how she does it, and it’s a special technique I share with all of my clients.

Every term Sarah gives us a task (not a question, an instruction) - to share one thing that would improve our experience of working with her. Now, at this point we are REALLY scraping the barrel for ideas.

But Sarah has been doing this for over 23 years. Not satisfied with satisfactory. Making constant incremental improvements. I imagine she was pretty great on day 1. But today she is outstanding.

Every business owner out there can learn from Sarah. I know I have!

It feels apt to be celebrating Sarah on Mothers’ Day. Because she is part of my village and I would not be the mother I am without her. Thank you Sarah, happy Mothers’ Day x

14/03/2026

In honour of and I’m going to celebrate a female every day this week.

Day 6: Sam - The Nurturer

I often remind clients not to forget the basic physiological needs of their customers. If your customers are hungry, thirsty or tired it’s going to spoil everything. Yet in my experience, these are the unglamorous bits and pieces often get overlooked.

So I was excited to discover Sam, AKA , who has built a whole life (and successful business) around the realisation that everyone is tired.. like all the time. Especially women. Sam promotes ‘rest as rebellion’ and runs weekly Nap Clubs. She knows that when you’ve been running on empty for years, having someone give you permission to rest, and then facilitating that through deep meditation and yoga nidra, the sense of relief is profound.

Imagine being able to put a whole room of people (strangers!) into a deeply restorative sleep simultaneously. Creating an environment so relaxing and worry-free that customers go from stressed to sleep in a matter of moments 🤯

When Pine and Gilmore first wrote about ‘the experience economy’ back in 1998, I’ll bet they never imagined people would be paying to take a nap.. and yet, it seems this is exactly the type of experience customers want. Nay, what they NEED.

So ask not what your customers want.. but what they need, and you might just uncover the secret to unforgettable CX.