I'm a former Head of Channel Management and Head Of Customer Loyalty for the Financial Services Division of HBOS PLC and have mapped customer journeys and improved customer experience for 28 years.
I launched Simply Customer in 2014 to focus on bringing the benefits of journey mapping and customer experience improvement to SMEs. Examples of the impact journey mapping has had on SMEs include:
- 100% immediate improvement in lead to sale conversion.
- 80% improvement in customer retention within 12 months.
- 67% improvement in conversion of quotation issued to sale.
- 800% increase in sale of monthly retainer with quotation.
- For a micro SME, increase in monthly turnover from £2,500 to £25,000 within 6 months.
I am currently working on projects to deliver further online tools to help SMEs grow their businesses as well as working with both local and international clients. Having delivered workshops worldwide and with 3 books published on customer experience and journey mapping, I also mentor start up and scale up businesses through NatWest Business Hub and am Community Fellow at the University of Bradford.
I love nothing more than chatting with other business owners over a coffee (virtual if necessary!) and helping them understand how to grow their business.
Working with SMEs by helping them see their business through their customers' eyes is what keeps me going. It's fantastic to see how they make small changes and see massive improvements quickly - much better than working with large, boring corporates!
I've mapped and designed customer journeys for 28 years for large corporates and SMEs. I also love mentoring micro SMEs and helping them learn not to make the mistakes I have.
I'm great at understanding a business as a customer, asking awkward questions and keeping things simple.
the impact my work has had on numerous SMEs. Seeing them grow and employ more people is what life is all about.
I like to have a no obligation Zoom call for an hour to see if and how I can help. If I think I can, I send a proposal through. Normally I'll run a journey mapping workshop for a couple of hours, then design the maps and report and have a further one hour meeting to discuss the issues and recommendations. Sometimes I then continue to help the customer make changes to their business or will recommend a trusted specialist if needed.