JB is a Customer Experience Consultant with over 25 years experience in working with customers and training front line teams to deliver the highest possible standards in Customer Service.
His fundamental business philosophy is to focus on people before business. He believes success in business is less about what you do with people and more about how you make them feel while do it.
He believes strongly in the need to shift our focus from Customer Service to Customer Experience. While the straight forward tick the box approach of many business owners and managers might deliver on the service expectations, in many cases it still falls well short on delivering an experience customers would be eager to return for themselves or recommend to others.