I help my clients create products, services and experiences that their customers love
Customer profiling and segmentation
Satisfying your customers is difficult unless you know who they are, what they want, and how they differ. I help clients profile their customers using a more detailed version of the approach outlined in my book.
Stress testing VALUE PROPOSITIONS
Before you can create a great customer experience, you've got to nail the value proposition. I've spent three years developing a proprietary method for doing this, which is already being used by a handful of visionary clients.
JOURNEY MAPPING,USER EXPERIENCE AND SERVICE DESIGN
I have a decade's experience helping an enviable roster of A-list clients around the world create websites, software, mobile / tablet apps and multi-channel experiences that their customers love.
CUSTOMER EXPERIENCE CONSULTANCY
Every organisation faces different challenges when they try to improve their customer experience. Where do we start? What should we measure? Who should be in charge? An honest, informed opinion can go a long way.
Who I've worked with
I've worked on projects for household names in retail banking, healthcare, automotive, luxury goods, travel, advertising, retail, technology, telecommunications and FMCG.
Why they choose me
Deep knowledge of my subject matter - I've read 200+ books on my field and written one
A decade's practical experience across a variety of sectors and organisation sizes
Straight-forward and fun to work with