He shows how building great Customer Experiences adds value, links with the brand and can become a key differentiator that substantially increases customer loyalty and revenue whilst reducing costs.
Colin uses concepts backed up by real-life casestudies to demonstrate his key points.
Launched globally in 2002, Colinâs first book, âBuilding Great Customer Experiencesâ went onto to become a bestseller, consistently ranking in the business book top 10 charts and is now available in paperback.
Colinâs second book, âRevolutionize Your Customer Experienceâ, was published in 2004 and highlights the NaĂŻve to NaturalÂź (N2N) model which enables senior business leaders to align their organisations to deliver a great Customer Experience.
Colinâs global media appearances have included Sky News, CNN, BBC TV, BBC Radio 4 & 5, LBC news, ITN News and Radio.
He has conducted many âphone-insâ and has articles published in The Times, The Independent, The Guardian, Daily Telegraph, Marketing, Marketing Week, Customer Management, Utility Week and many other business publications.
Most recently Colinappeared on the entire front cover of the CCF (Call Centre Focus) magazine, with a supporting three page article on Beyond Philosophy.
As a result of his activities, Colin is now widely regarded as the âGuru of the Customer Experienceâ.
Colin is an interactive, thought provoking and accomplished speaker who has delivered many key-note speeches.
He is a member of the International Federation of Professional Speakers, the Professional Speakers Association(PSA) and the American National Speakers Association (NSA).
Working with companies at board level on a worldwide basis, Colin helps them to understand the implications of the Customer Experience market and what they need to do to prepare themselves for the future.
Colin has also visited No.10 Downing Street on a number of occasions to advise the Government on the public serviceâs Customer Experience.
Colin has enjoyed over 20 years of experience working in blue chip companies, including Mars Ltd, RankXerox and BT.
He has worked at a senior level in a number of different functional areas including Sales, Marketing, Customer Service and Training.
This in turn gives him a very rounded approach to business.
His final position in corporate life was as Director (SVP) of Customer Experience at one of the worldâs largest global companies, leading over 3,000 people.
Colin knows what makes businesses tick and understands the trial and tribulations of running operation units, including the pleasure, the pitfalls, the politics and the policies.
Colin now indulges in his real passions; creating and managing organizational change, strategic thinking, developing original concepts, inventing innovative but realistic solutions and critically working out how these can be practically implemented.
Whilst his intellectual rigour is without question, he still manages to keep both feet firmly on the ground.
He is most importantly a father of three and husband to Lorraine, his life long partner. Colin is a loyal supporter of Luton Town Football club and collects 1966 World Cup Football Memorabilia.
