We are a consultancy, based in Bath, that specialises in realising the business benefits of the customer experience in the physical environment. We look at the complete end-to-end experience and all the touch points whether they be face-to-face, digital or over the phone. We're not just talkers. Our experience spans both the theory and the practice - knowing how to make it happen in reality.
Charles is a Customer Experience Designer.He is a specialist at delivering great customer experiences in the physical environment; realising significant business benefits for his clients.He focuses on how buildings are designed and operated from the point of view of customers and the people who work there; how they use space, understand intuitive instructions and align with process.Consequently, places respond to the needs of people, rather than forcing people to change and adapt to the spaces that they inhabit.This often involves integrating stakeholders' requirements to produce a concept of operations that delivers a great customer experience; turning designs into practical, resilient systems that actually work.
Martin is a Customer Experience strategist and planner. He has helped companies improve customer satisfaction, sales and retention and reduced the cost to serve by helping them understand their customers’ experiences and to develop better customer journeys and integrated communications supported by more effective working practices and business structures.
He has also held senior roles at several top London marketing agencies.