I advise a wide range of businesses across various sectors in all aspects of customer experience management. If you are looking for expertise in deploying a customer experience programme, or with more specific customer related requirements, I will be able to help you. My approach to customer experience follows the framework shown below. I specialise in the following:

  • Creation and development of customer experience strategy, including brand proposition
  • Customer journey mapping
  • Customer Experience measurement systems to include VOC (voice of the customer); VOP (voice of the process); and VOE (voice of the employee)
  • Creation of customer focussed continuous improvement programmes
  • Employee engagement and advocacy initiatives and approaches
  • Customer Experience related training & leadership development programmes

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You can read more about this framework here.

If you would like to discuss your customer experience requirements, please do not hesitate to contact me at or on +44 7770 736 832. I look forward to speaking to you.

2 thoughts on “Consulting

  1. Hi Ian, I’m writing a training program about customer engagement and would love to be able to publish your article “What do customers REALLY want? The Top 5 most important things revealed!” in one part of it about research.

    Can I have your permission please?

    Many Thanks for your consideration!

    Kym Turner


    • Hi Kym – I would be very happy for you to reference the article (as long as you are happy to credit me!!). If you are able to give exposure to my blog even better!! If there is anything I can do to give exposure to your training program, please let me know!


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