I consult on areas to do with understanding what customers are interested in and dealing with the complexities that this generates:

  • customer loyalty programmes, CRM  and customer experience design
  • service innovation
  • business model strategy and evaluation
  • creating value from data
  • dealing with complex businesses

In the past I’ve consulted to:

  • Part of the IKEA group
  • Manchester United Football Club
  • Xerox
  • Coca-Cola
  • Danone [McVities]
  • Boots The Chemist [as it was called]
  • Shell UK
  • The Office of The Deputy Prime Minister, UK

Plus a biotech startup, a games firm, other small firms and public sector clients.

Past projects included:

  • Business model healthcheck
  • European supply chain improvement
  • Customer loyalty service innovation
  • CRM strategy advice
  • Productivity improvement and business process change
  • Competitor analysis
  • CRM strategy in the UK local authorities
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