Darrell Hardidge has spent more than two decades helping organisations build powerful reputations through exceptional customer experience. He is the founder of Saguity, a Melbourne-based consultancy that specialises in measuring and improving customer experience at a level few organisations achieve. Through his work, Darrell and his team have conducted more than 500,000 live customer interviews across Australia and internationally, working with organisations ranging from billion-dollar national brands to small local businesses. His approach focuses on uncovering the deeper drivers of appreciation, loyalty and advocacy that define truly exceptional companies. Darrell pioneered the Appreciation Certified™ model, shifting the focus from basic satisfaction scores to meaningful emotional connection with customers. He also developed the CX Due Diligence model, used to protect multi-million-dollar transactions by verifying goodwill and customer capital, as well as The Reputation Index™, a new way of measuring reputation using multi-layered trust metrics. Through Saguity, Darrell has coached and advised some of Australia’s most influential companies, helping leaders build cultures and systems that consistently outperform their competitors. He believes great cultures are created through intention, clarity and accountability.
