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The Method and Magic of Customer Excellence text, and a picture of the Girl with Dolphin fountain in front of London's Tower Bridge

We create world-class customer experiences by connecting organisations with their customers

Organisations can only create customer experiences that are world-class and enduring when they are in touch with their customers.  Less than a quarter¹ of board members understand how their firms provide value for their customers, so it’s hardly surprising when their processes, systems and people become disengaged.  We connect everybody in the organisation with their customers and build a culture of customer excellence by using a tried and tested methodology backed by years of real-life operational experience with the best in the business.

¹Only 22% of directors surveyed by McKinsey & Company in 2013 said their boards were completely aware how their firms created value.

Tailored consultancy support, workshops and advice across industry sectors

Customer Strategy

Strategic choices grounded in customer value needs.

Customer Experience

Designed around customer needs, not simply fixing the status quo.

Employee engagement

Hardwired into a consistent and sustained customer value strategy.

Continuous Improvement

Driving innovation and sustainable continuous improvement.

Featured Views and News

Culture by Design white paper cover

In Culture by Design a ‘white paper’ with leading academics from Cranfield University School of Management, we explore how to design culture to create superior value for customers, reduce reputational risk, and maximise returns for all stakeholders.

In an interview by Paul Barnett from the Strategic Management Forum we explain how organisations can achieve world-class customer experiences and enduring success by giving people the autonomy to create real value for their customers.

To view a specific section of the video click here to link to YouTube

Contact Us

We are London based, but have lived and worked internationally, including North America, Europe and the Middle East.

+44 (0)7799 710894


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