We’d like to share some of our thinking and experience with you

Contributing to your customer success

Of what benefit is knowledge without application?

While we hope you enjoy our articles, our wish most of all is that you find your unique way to translate them into value for yourself and your customers.

Authentic care for potential clients

Instead of pressurizing people for a quick sale, consider how authentic care for potential clients is a far superior approach to long-term success.

Doing good for customers

Many companies claim to be purpose-driven. While this is noble, it is important that this is evident in the way they proactively do good for their customers.

Keep complaints from spreading – HBR

The risk of reputational damage of poorly managed complaints is too high to ignore, as Harvard Business Review explains. Manage complaints more profitably.

What about customer ethics?

In a nutshell, customer ethics is about two things: (a) Being acutely conscious about what is right for one’s customers in a variety of situations and (b) Ensuring that the structures and norms are in place to support the choice and execution of that which is right.

How to hold on to your customers

Holding on to customers is an investment worth making and one of the most effective marketing strategies available. Here are four tips expressed as 3R's and a P (RRRP) that will help you hold on to your customers more effectively.

How to build customer trust (Part 4)

Discover the five disciplines applicable across three key business activities that are essential to master you if want to build customer trust.

How to build customer trust (Part 3)

Customer trust increases when customers perceive that a company has their best interests at heart. It is more profitable for a company to proactively do what is best for the customer, even when customers don't realise it.

How to build customer trust (Part 2)

Discover ways to proactively build customer trust by practically monitoring honesty, integrity and fairness.

How to build customer trust (Part 1)

The cost of poor customer trust is too high. Take this first fundamental step towards proactively building customer trust.

Is customer feedback valuable to you?

Everyone says customer feedback is valuable but not everyone takes action to extract the value from the feedback they already have through customer complaints.


Ask us any customer-related question

As a customer success problem-solver, solutions-provider and coach, we get paid when we help our clients find answers to their questions.  Our job is to find and give the answers best suited to our clients’ needs in a way that positively impacts their success.

Here’s your chance to tell us about your customer experience challenges and get the answer to any question you have without paying for it. 

If we feel it can benefit others, we would like to publish our answer to your question in a way that protects your privacy, of course.

Go ahead, ask us now.

Expertise on retainer

Perhaps it is not financially feasible for you to employ a full-time customer executive?

Or you need someone independent to sit in on your Executive meetings wearing the customer hat?

Or you’d like certain customer communications or initiatives to be reviewed every month or quarter?


Just ask Samantha Hillion-Burns to be on retainer for you.

I’m just a phone call or email away – ready to attend to any need to help your company be more successful with your customers.