About
Hi, I'm Hollie.
I help hospitality and tourism businesses understand what it's really like to be their customer.
With more than 10 years' experience across marketing, communications and customer service, I've worked with organisations to attract, engage and retain customers. I've found that although marketing may shape expectations, it's customer experience that determines whether people return, leave positive reviews and recommend a business to others.
By reviewing the entire customer journey, from initial online discovery and booking through to the on-site experience and post-visit follow-up, I provide an independent, customer-focused perspective on what your business is doing well, where customers may be experiencing friction and where opportunities exist to improve.
Using a combination of customer journey analysis, mystery visits and marketing insight, I help businesses uncover the moments that matter most, so they can create experiences that build loyalty, generate advocacy and drive long-term success.
My Approach
Customer experience doesn't begin when someone arrives at your venue. It begins with the first interaction they have with your business, whether that's finding you online, browsing your website, reading reviews, making a booking or receiving communications before their visit.
My approach looks at the entire customer journey to understand how expectations are being created and whether the experience customers receive lives up to those expectations. Drawing on more than 10 years' experience in marketing, communications and customer service, I combine customer experience analysis with marketing insight to build a complete picture of how your business is experienced from a customer's perspective.
Rather than focusing on individual touchpoints in isolation, I assess the journey as a whole, from online discovery and booking through to the in-person experience and aftercare. This helps identify where customers may be experiencing friction, where there are opportunities to strengthen loyalty and where improvements could have the greatest impact on reviews, reputation and repeat business.
The result is an independent, end-to-end review of your customer journey, with practical recommendations designed to help you create a more consistent and positive customer experience, giving your customers a reason to keep coming back.