Member Since: 1st Dec 2015
After 30 years of consulting and training in all aspects of Customer Management, (including improving customer service, creating customer experiences, increasing customer loyalty, dealing with customer complaint recovery, using customer journey mapping and other analytical tools, brainstorming value innovations, and much more,) we know that the true value - financial, reputational, and impacts on morale - of customer management is huge.
We help our to create/enhance their culture, infrastructure, capability and architecture to become more customer driven. We diagnose what's wrong, (using around 160 characteristics of customer-drivenness,) and help businesses plan and implement a process to dramatically improve the way in which they manage customers for value. We build leadership and staff capability to deal with all customer situations so that your delighted customers leave determined to come back again, and tell many others, because of the incredible customer experiences that they had.
As a closet academic I spend much time attending meetings, training and congresses to update our knowledge and capability.
Managing Partner The Leadership LaunchPad
11th Sep 2019
We all know that the best customer service has little to do with systems, processes, loyalty programmes and similar unless you first get...Management
20th Nov 2015
Whenever a company embarks on a process to create a culture that delights customers and creates loyalty, we usually recognise four very...Loyalty