Check out my latest article: Churn Is Not the Enemy. Ignoring the Signals Is. linkedin.com/pulse/churn-ene… via @LinkedIn

Funny to think that this is the case and I’ve barely even begun doing anything on the platform. Just building stuff for myself lol

I really feel like the industry as a whole has done a pretty horrible job of defining a lot of the roles surrounding Customer Experience. There’s a lot of confusing crossover, misleading, made up and vague job titles, and a woeful lack of focus on CX from the outset in a startup.

🛎️ F.A.O STARTUP AND SAAS FOUNDERS 📈 HOW TO REDUCE CHURN AND EXTEND LTV In case you missed this, I shared a trilogy of infographics + mini-blogs accompanying them. They share KPIs from 3 distinct sections of Customer Experience (CX) within SaaS companies linkedin.com/pulse/product-e…

Nice little explainer for what Customer Experience is, (CX to its friends). youtu.be/NyqluJve3MM

The Secret To Great Customer Service - It’s not what you think… What should follow this interaction is a chat about why their product wouldn’t allow the transaction that the cs agent, the manager and the client all knew should be allowed to happen. youtu.be/7dQYLzW-7yU?si=u_AI…

New post 🚀 Strategic Retention & Commercial KPIs for SaaS founders. The metrics that actually drive long-term revenue: churn, LTV, CAC payback, expansion, ARPU — plus how to measure and fix them properly. No fluff. Just fundamentals 👇 linkedin.com/pulse/strategic…

Why I’m So Bullish on Golf Over the Next 10–20 Years The next two decades are going to look very different for how we work, connect, and look after ourselves. AI will change the employment landscape. Stress levels will rise. People will crave ways to unplug, move their bodies, and spend time with real humans in real places. That’s why I believe golf is perfectly positioned to thrive. It’s not just a sport, it’s exercise, fresh air, competition, and community all rolled into one. It creates space for meaningful conversations, networking, and friendships that last decades. Yes, the industry will need to evolve, to become more inclusive, accessible, and modern in its approach, but the fundamentals are strong. I see golf only going from strength to strength. If you’re in the golf industry now, I’d argue the next 20 years could be your golden era. I think the popularity of golf on YouTube is going to be a hugely propelling influence on the growth of golf with the younger generations. There are so few sports where the main athletes themselves show you behind the scenes of their life so much. Now in golf, we're seeing these stars messing around, having a laugh, being themselves, being vulnerable on camera, and it's fascinating, addictive and above all, it's inspirational. What changes do you think we’ll see in the game by 2045? (Here's a photo of the 2nd hole at The Manor House, Castle Combe - stunning course).