Mark McArthur-Christie

Most businesses care profoundly about their customers, but struggle with the costs of managing them and maintaining their loyalty.  I help you reduce the costs of managing your customers and make them more loyal.  

How?  In three ways:

1. Strategy: One of your biggest expenses in customer management is communication - the basic, operational everyday stuff.  Yet this is the most powerful customer loyalty tool you have.  I evaluate your customer communications objectively, the strategy and processes behind them and then make them simpler, easier to manage and more effective.

2. Content: There’s a hidden cost to customer communications - the cost of complaints, bad PR and social media slatings, escalated complaints, queries and mistakes.  I transform your communications to make them more human, clearer and simpler to understand. That means fewer mistakes, escalations and queries and improved loyalty.

3. Training: When your customer teams understand the value of communication and how to communicate better, they’re more confident, clear and effective.  I train them to become better, self-sufficient communicators in writing and in person.

The impact?  Your organisation becomes easier to deal with, your customers feel like you care and stay loyal.  You reduce the costs of managing them, make life simpler for your customer services teams and stop churn.

Get in touch and tell me about the customer problems you’re facing.  I love this stuff, so I really will be happy to help solve them.