CX Heroes

12/08/2026

These two are the reason I’m good at my job. 🦸
(Also the reason I’m permanently knackered. But that’s another post.)

I’ve spent 15 years in customer experience - Amazon, hotels, AI companies, you name it. But nothing taught me more about what makes or breaks a family day out than becoming a mum of two.

The sweets at toddler eye-level. The buggy that won’t fit through the gate. The booking form you’re filling in one-handed at 6am. I FEEL these now. In my bones. 😅

So I’ve made a decision: I’m going all in on the businesses that make childhood magic. Soft plays, farm parks, family attractions - the days out that end with a happy, ice-cream-smeared kid asleep in the car.

I’m the CX professional AND the frazzled parent in the car park. I spot what others walk straight past.

Run a kid-friendly business and want more of those happy little faces coming back again and again? Let’s talk. 💛

(Not a family attraction? The principles work for anyone with customers worth keeping - stick around. 😊)

15/07/2026

Celebrating the successful completion of my most recent CX Transformation Programme with the best ‘clients’.

We caught up (on each other’s business successes) - we collaborated (on some really cool upcoming projects) - and oh yes, we cackled.

Thanks SLAY BAY CONTENT | Social Media Marketing & Content Shoots CoCo | The Coworking Collective | Buxton The Movement Bank, Hope for supporting my small business. I’m honoured to have been a part of your journey!

*DM for details of the next CX group programme*

28/05/2026

🗡️ Choose Your Own Adventure 🐉

Do you

A) risk walk-ins
B) drip dry

The unexpected thrills of poor bathroom management.

Which would you choose?

[Yeah yeah I know this post might be a little base for some folk but you’d be surprised how often loo roll replen comes up in my line of work. It’s certainly not sexy but boy is it important]

26/05/2026

🩵 By the fans.. for the fans

I spent a really special morning at the home of talking all things CX and was really touched by their story. The club was taken over by fans in 2022 after catastrophic mismanagement resulted in financial ruin.

And now, entering the stadium, you feel the warm welcome all around you. Smiling faces, pristine facilities, signs of inclusivity everywhere.. including the most extensive range of free period products I’ve ever seen! This is clearly a club that is loved by the community, and loves the community back.

Add in extensive free parking, powerful air con and good signage and it’s a for Bury FC.

Back of the net.

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!]