areas of focus
- Who are my customers?
- Customer journeys & touchpoints
- Customer types: what do they need, what would they love?
- Hi-tech vs hi-touch: emotional CX
- Brilliant basics
- Turning complaints into assets
A Living Ethos
Clear, shared values and real understanding of what key customer segments need and value.
Knowledge, skills and behaviour to lead and deliver compelling experiences.
Brilliant basics that support people to deliver great experiences, not distract or disempower.
Andy O'Sullivan, Stadium Director, Tottenham Hotspur FC
“Nicholas and his team helped us get to a high level of performance very quickly. Their level of professionalism across the team has been second to none. They helped us identify and address a number of critical ‘showstoppers’, with some real clarity of thought helping us think differently about our priorities. They filled a gap when we needed extra capability and an independent voice, as well as giving our people a voice.”
Major UK Supermarket Retailer
“There were over 80 events often running concurrently. In order to meet this challenging rollout schedule, there needed to be a large team of actors who could all represent the views of the colleagues in a consistent way. The quality and commitment of the whole team was exemplary from the very first event to the very last. These events would undoubtedly made less of an impact had it not been for the VerbatimPlayback® concept and the talent and determination of the team.”