What Clients Say
Trusted by organisations to improve customer experience, optimise operations and deliver measurable results.
“I worked alongside Steve on several contact centre projects, for clients such as Burberry and Gucci. Steve is superb – very empathetic, a real expert in contact centres, reliable and thorough, and a pleasure to work with. I recommend him highly.”
Will Treasure, Managing Director, Accenture
“I just wanted to formally thank you for the superb job you have done for Clinical Partners on the contact centre review. It was very thorough, not intrusive, the output was clearly way above expectations, and has given us so much to work with to help us to transform in the right way.
The bang for buck ratio is pretty high and I would recommend you to anyone going through any sort of transformation that involves facing out to customers – just a great job.”
Ruth Drury, Head of Digital Transformation & Innovation, Clinical Partners
“Steve conducted a full review of our Customer Care function at a time when our business was grappling with some significant challenges and we needed practical, timely help.
Steve did this by both helping explain the underlying causes of some the problems we were facing in servicing customers, providing guidance as to how to address them as well as by identifying new opportunities. Adopting his recommendations – which ranged across automated order communications, additional contact channels, team structure and processes – made a positive short-term impact on both customer experience and contact centre performance. Steve’s longer-term recommendations were absorbed into our development roadmap.
Steve was very easy to work with - pragmatic and flexible and communicated well throughout his time with us.”
Mark Saunders, Executive Chairman, Mamas & Papas
“Steve delivered an excellent review of our Customer Service Unit, identifying that a significant proportion of demand was driven by avoidable customer contacts resulting from technology and process issues. The depth of his analysis and insight has provided a strong foundation for sustainable service improvement across the organisation. His recommendations enabled the development of a practical transformation roadmap with the potential to significantly reduce contact volumes, improve customer experience, and reposition the team as a more strategic, value-adding function.”
Heather Laing - CEO, Immigration Advice Authority
“Simple and effective – just what we needed. [Steve] really took the time to understand our organisation and listen to what was being said and interpreted it really well. We’ve been able to put the report and recommendations straight to work!”
Fiona Chilton – Head of Mass Participation Fundraising, Marie Curie
“…would happily recommend to organisations looking to improve their customer service.”
Customer Care Director, the world’s leading online takeaway ordering service
“…helped critique and develop our sales model, while performance managing a roster of outbound contact centres to deliver sales results, meet affinity partners’ brand expectations and satisfy compliance standards…(they) clearly added value and I would be very happy to use them again.”
VP Worldwide Direct Marketing, global insurance company
“…(they have) the ability to not only quickly identify the key issues but address them with positive outcomes, leaving nothing to chance.”
Marketing Controller, UK high street retailer’s affinities business
“Thank you for such a thorough, systematic and cost efficient review.”
Marketing Director, International Publisher
“I cannot recommend him too highly.”
Marketing Development Director – EMEA, global card brand
More Client Feedback
“…a wealth of knowledge…extremely influential…”
Head of Customer Experience, leading news media organisation
“…provided insight and developed new initiatives to improve our offering, profile and value to the client. The relationship with our client has continued to grow and prosper and they made a timely and tangible contribution to that achievement.”
Managing Director & Founder, top-10 UK customer management outsourcing company
“All of our objectives were achieved successfully and to time and budget.”
Strategy & Delivery Director – NHS Trust
“An absolute asset.”
Director of Customer Service, UK high street bank
“Excellent work!”
eCommerce Director, West European retailer
“…invaluable in helping us establish a global capability in less than 12 months. Thank you!”
Global Director of Customer Service, Leading fashion brand
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