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The Method and Magic of Customer Excellence

Creating 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.

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

In Culture by Design a ‘white paper’ with Professor Emma MacDonald and Professor Hugh Wilson of 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.

Will the new breed of Chief Customer Officers succeed in reversing the tactical preoccupation of many organisations, the slide of Marketing into the ‘colouring-in department’, and growing frustration with Customer Experience teams, or Are we at Risk of Simply Putting Lipstick on a Pig?

Why is productivity such a puzzle for policymakers?  In our second article for EP, the leading forum for business thinking and opinion in the leisure, hospitality, travel and tourism industry, we argue that creating real value for customers is the only way for organisations to improve productivity.

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

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