Shaun has been a catalyst in expanding management focus from the tactical issues of customer service to the wider strategic issue of customer experience. He has developed some of the latest thinking around this subject, helping organisations world-wide create a compelling customer experience that achieves brand differentiation and customer loyalty.
He is co-author of five acclaimed business books. Shaun's last book "Bold - how to be brave in business and win" examines those brands that are transforming their markets and was awarded management e-book of the year for 2012.
His new book "On Purpose- Delivering a branded customer Experience people love" is available for pre-order and will be published in October 2015.
Rated as one of the top business speakers Shaun doesn't talk about complex methodologies or magic bullets; instead his approach is refreshingly straightforward, always pragmatic and at times, controversial.