Member Since: 18th Sep 2018
I am a customer experience specialist with an agency, client and consultancy background working with companies committed to customer betterment. Clientship, the customer experience company I lead in the UK, has been dedicated to a 'customer first, profits follow'.
We focus on delivering sustainable outcomes which everyone benefits from. In everything I do I look to the outcome as the goal rather than the challenge to overcome or fix.
With this in mind we help brands attract and retain happier customers. Skills include:
Customer Value Proposition design and delivery | Customer Experience Programmes design and delivery | Customer Insight and Optimisation | Customer profiling and segmentation | Marketing Effectiveness Planning | Marketing agency pitch and planning firepower | Drive Customer Acquisition and Retention strategies | Marketing function establishment and restructures | Interim Customer Value Propositions, Experience and Marketing Director | Translating under utilised customer insight into commercially viable marketing assets | Customer experience mentoring | Brand and Communication Campaign planning | Applied across full marketing mix including digital channels.
Creater of the What-When-How method, I am also a CX awards judge, guest speaker at events and webinars and visiting lecturer - providing others with competitive intelligence to improve their customer experience success.
Managing Director UK Clientship
21st Apr 2020
When MyCustomer surveyed 250 CX professionals in 2018, it found that 67% undertake some form of journey mapping – with 85% reporting that...Voice of the Customer
4th Feb 2020
There are few industries where the minutae of a customers' end-to-end journey is under the microscope like it is in the luxury travel...Voice of the Customer
29th Nov 2019
When it launched in 2001 in the UK, SmartestEnergy was labelled a 'next generation' energy company, rapidly expanding to become one of the...Voice of the Customer
18th Oct 2019
ABANCA operates in Spain with a network of 627 personal and 45 business banking branches accounting for more than two million customers and...Management
5th Jun 2019
Branimir Spajic, director of the customer experience management department at Hrvatski Telecom, explains how his organisations has embraced...Loyalty
6th Nov 2018
Christopher Brooks speaks to Volvo's CX development lead, Nicola Langley about how the global car manufacturer is able to retain its brand...Strategy
20th Sep 2018
In our new series of interviews, Christopher Brooks speaks to some of the customer experience leaders at the forefront of CX design,...Engagement