Richard is a highly experienced customer experience consultant who combines expertise in marketing, HR, and operations to deliver an holistic approach to improvement.

 

Richard’s clients are diverse, ranging from the Ford Motor Company through Associated British Ports to the Metropolitan Police. Richard was formerly Marketing and HR Director of Capita Symonds, a major infrastructure consultancy employing 3,000 people, and Marketing Director of Capita Business Services, both businesses enjoying double digit growth during his tenure. The author of the Investors in People Handbook and a Fellow of the Chartered Institute of Marketing, Richard has won nine national business awards and has been named one of the UK’s Top 10 Customer Experience Influencers by CX Magazine.

 

Richard’s specialties

 

Customer experience strategy

Customer experience improvement

Employee engagement

Learning & Development

Manging change

Marketing research

Customer insight

Customer satisfaction measurement

 

Examples

 

Trust Ford – Transforming the customer service experience at 75 Ford Motor Company owned dealerships.

SNC Lavalin – Improving employee engagement, client satisfaction and profitability through a period of significant growth at the UK’s largest specialist rail consultancy.

Birmingham City Council – The successful remodelling of the back-office property portfolio, reducing from 50 to 10 buildings and saving £50 million per annum.

Longcliffe Quarries – Introducing a customer focused culture based on customer insight and delivered through a focused learning and development programme.

Princess Motor Yacht Sales – Improving customer satisfaction through the implementation of a real time and closed loop satisfaction measurement system.