Steve Dudley
End-to-end Customer Experience @Into The Blue Consulting Ltd
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WORK HISTORY
End-to-end Customer Experience @Into The Blue Consulting Ltd
Selected projects:RADLEYEngaged by the CEO to establish and embed Customer Experience, which is one of the company\'s six strategic pillars and central to the company\'s planned growth from £70 million to £140 million. Key to this, is the transition from a product-led culture to a customer-focused culture.> Engaging 500 employees across retail, ecommerce, product and distribution> Defining what great Customer Experience looks like, establishing and implementing the strategy > Measuring and evaluating customer experience> Creating an employee reward and recognition programme CASIO ELECTRONICS Engaged by Casio to review the entire retail operation and to look in detail at the overall Customer Experience. Worked directly with the store teams and Head Office to implement changes necessary to drive conversion, increase the average selling price and overall sales.> Conducted end-to-end Customer Experience review – specific focus on store team engagement> Achieved growth of +49% vs LY Nov \'13 to Jan \'14 and full year sales of +30% Mar \'13 to Feb \'14
SKILLS
ABOUT STEVE DUDLEY
I specialise in helping organisations differentiate themselves in highly competitive markets, through placing Customer Experience and Service Excellence at the heart of their business operations and company culture.My breadth of commercial experience within leading public-listed, multinational and private equity owned companies, provides in-depth practitioner knowledge that assists clients in unlocking the potential of employee and customer engagement. The consultancy I founded is dedicated to value creation for both businesses and their consumers. WHAT I DO• Appraise business operations and performance to establish objectives and project scope• Engage colleagues at all levels to develop their knowledge of Customer Experience• Inform colleagues and coach them in the full benefits of Customer Experience• Inspire colleagues to become Customer Experience advocates and excel in its execution• Capture the Voice of the Customer to discover what customers think & feel • Conduct Journey Mapping to see the business through the eyes of the customer• Create alignment to Vision & ValuesBy not only defining, but also delivering and embedding the Customer Experience strategy, I ensure my clients gain optimum engagement and an early positive impact for their business. BENEFITS TO CLIENTS• Gain valuable insights and understanding of their customers • Achieve an enhanced internal and external Customer Experience • Gain knowledge of Customer Loyalty and its associated benefits • Acquire a competitive advantage through differentiation• Achieve strategic imperatives and enhanced performanceInvesting in Customer Experience has significantly improved the performance of client businesses across a breadth of diverse sectors and helped the future-proofing of their companies. Retailing | Luxury Brands | Shopping Centres | Rail Franchises | Automotive Higher Education | Construction | Banking | Electronics | Hospitality | Travel
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