Over the last decade, Shaun has been a key catalyst in expanding management focus from the tactical issues of customer service to the much wider and strategic issue of customer experience. He has developed some of the latest thinking and practice around this subject, helping organisations world-wide create compelling customer experiences that achieve brand differentiation and long-term customer loyalty.
He has featured a number of times on the ‘Ask the Expert’ programme on CNBC and is co-author of three critically-acclaimed business books. His first book ‘Uncommon Practice- people who deliver a great brand experience’ examines those companies that create exceptional customer experiences. His second book ‘Managing the Customer Experience – turning customers into advocates’, reveals how leaders can build this kind of competitive advantage for their own organisations. His last book, ‘See, Feel, Think, Do – the power of instinct in business’ also co-authored with Andy Milligan, explores how highly successful business leaders and entrepreneurs use the power of instinct to achieve results.
Shaun is founder and partner in the customer experience consultancy smith+co which works with leading brands around the world. Shaun is a Fellow of the Professional Speakers Association and rated as one the top business speakers; he doesn’t talk about complex methodologies or seven magic bullets; instead his approach is refreshingly straightforward, engaging, always pragmatic and at times, controversial.