Tell us about yourself and your business
My business is ClarityCX www.claritycx.co.uk – – I coach and support small businesses and sole traders on how to increase their profits through effective Customer Experience Management (CX). After all, customers are the most effective free marketing tool there is!
What brought you to Newbury?
I moved here from Somerset in 2003 after returning from travelling Australia with my husband (then boyfriend!) – he got a job in Bracknell and we searched the commutable area and decided we both really liked Newbury – the location, size of the town and facilities were ideal for us (except the lack of cinema at the time – very pleased that has been resolved now 🙂 )
How did you get into the business?
Having spent a number of years managing customer experience strategies and initiatives within a large multinational corporate, I identified that this is a big opportunity that small businesses aren’t capitalising on – and there is no-one really helping them to do this. As something I’m passionate about, and also having a lot of experience in creating new and bespoke tools, I felt I could really help businesses in the local area benefit from the customers they’ve already attracted through the experience they offer. On a personal level, with 2 primary aged children I also wanted to change my lifestyle and run my own business so I have the flexibility to do well at my ‘other’ job – being Mummy!
How do you manage your time ?
I’m naturally a very organised person and have learnt from my years in the corporate world that you have to be firm with yourself when you also have childcare commitments. My business operating hours are 9am – 3pm daily, which give me plenty of time to focus on my business and also my parental responsibilities. (So sometimes I’m logged on in the evening too, but that’s more because I want to be working on my business rather than ‘having’ to).
What do you do when you’re not at work?
Mummy stuff! Meeting up with friends – we love the local pub quiz :-), always looking for the next holiday or trip somewhere. Tell us something surprising about yourself
I know shorthand, 90 wpm once upon a time – but now its primary use is writing Christmas present lists that no-one else understands!
What are you most proud of?
I think I’m really most proud when any of us (my husband, kids or myself), manage to achieve something we’ve worked hard at, or thought we’d never be able to do. It takes a lot of courage to push out of your comfort zone and any time this is attempted, whether success or fail, is something to feel proud about.
How would you describe a typical customer and how do you help them?
A typical customer is the owner of a small business or a sole trader who cares about their business and wants to increase their profits – but doesn’t have the funds for marketing campaigns! I help them by showing how they can leverage more profit by changing internal procedures and implementing effective tools with their existing customers. The result: creating increased number of advocates for their business – word of mouth recommendations are priceless to small businesses.
What are your plans for the next few years?
To grow my business, have fun, finish decorating the house (less likely!), sleep for more than 6 straight hours a night!
Which song sums you up or is your favourite song?
I love (Sittin’ on) the Dock of the Bay by Otis Redding – I don’t really know what it is – but it always makes me stop and listen and has done since I first heard it all those years ago on Top Gun!