Charles leads our Customer Management consultancy work. This spans customer experience and flow in contact centres and the built environment.
His main focus is helping companies understand what customers really want and help them deliver the business benefits realised from a great customer experience.
Before becoming a customer experience consultant in 2007 Charles headed up BUPA’s Customer Relations function building it from a team of 15 to 250 in two years. There he was responsible for the integration of all customer data from loyalty and retention (creating the best retention rate for 20 years) to complaints and customer satisfaction. He also led the corresponding culture change across 2,000 operational people.
Charles’ unique contribution was to connect customer feedback to systemic, organisational issues in order to drive cross-functional change. Charles broke the mould. In too many organisations customer complaints are bogged down in detail and can be seen as ‘necessary but irrelevant’ in the larger scheme. Charles developed powerful techniques to engage the entire senior management team in the reality of customers’ experiences. A key part of this was to facilitate collaboration between different functions to develop a common path so that the customer sees a genuinely integrated experience. The senior management team not only found their connection to the front line to be highly motivating and rewarding, it also improved their ability to manage.
He backs-up his ability to engage with senior stakeholders and his passion for improving customer experience and with solid project management skills including lean, six-sigma process methodology.
Charles has turned his customer management and project management skills to support companies in the design and multi-million pound implementation of the built environment and customer management processes. He has for example worked on redesigning the boarding process, connections process and baggage handling across Heathrow and in particular at the development of Terminal 2, plus customer experience integration at the Olympic Village and development of the end-to-end visitor experience at Bath Abbey.