The Customer is King

In an increasing competitive business environment one of the big issues facing business owners and managers is how to embed an effective customer care culture within their operations.


Customer Care Challenges

  • Create staff awareness
  • Monitor the customer journey
  • Identify the points of truth
  • Get focused customer feedback…
  • Respond and react effectively to that feedback

Aspire to excel

Using our unique ASPIRE programme we can help you develop a Customer Care Plan to transform your business and, using the Net Promoter Score (NPS), we set up a constant customer monitoring and review process leading to business improvement and better bottom line.

The Age of the Customer

The age of the customer is here – it is a clear marketplace shift and all the indications are that it will be here for the foreseeable future- we can help you evolve and deal with the new realities of The Age of the Customer.


Frank Down

Customer Journey Maps

Follow the customer, if they change… we change. — Sir Terry Leahy, Chief Executive, Tesco plc The Customer Journey is the complete sum of experiences that customers go through when interacting with your business and brand. Instead of looking at just a part of a transaction or experience, the customer journey documents the full experience of

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Case Study

We recently completed a project for a family company who had developed a large pub, restaurant and retail shop business over many years.

The founding couple had decided to retire and hand the business over to the next generation, their son and his wife, who had not previously worked in the operation but had a good business background.

They spent three months working with his parents to become familiar with the business and then took over completely on their …