Programme Director, Property, Network Rail

Customer Champions reacted professionally to a very short lead time to develop and execute a bespoke customer journey mapping two day workshop for Network Rail. With multiple functions represented at the workshop, Customer Champions facilitated both the overall event and round table discussions to enable the Network Rail team to be introduced to customer journey mapping, and to identify the key customer touchpoints. From here the teams captured both customer and corporate issues that needed to be tackled to improve the overall experience of our customers. Customer Champions have enabled us to continue to improve our customers’ experience.

Vice President, Business Engagement. Smiths

Customer Champions’ experience and professionalism enabled them to work closely with us to ensure they have a clear and detailed understanding of our needs. Over a four year relationship, we have jointly developed and executed a multi-language global online survey capturing the thoughts of our IT customers. The results, analysed and presented by Customer Champions, enabled us to develop a clear action plan on where we need to focus to continue on our journey of improving the level of service we can deliver to our customers year on year.

Marketing Director, Guardian Europe

Customer Champions’ professionalism has enabled us to set up and run a European wide Net Promoter Score (NPS) survey that reports on a quarterly basis. The survey conducted over the phone in over 30 countries in some dozen different languages provides us with both highly actionable data at a corporate level, and where appropriate at an individual customer level. This enables us to drive continuous improvement in the relationship with our customers by using the feedback to leverage our strengths across the region and improve upon the gaps identified in our performance. The expertise provided through Customer Champions has allowed us to drive our business by being truly customer focused and utilise NPS as a KPI across our European business. If you are considering utilising NPS within your own business I would strongly recommend that you get in contact with Customer Champions.

Group Learning and Development Director, Europe Group Human Resources, Europe

Delivered through our multiple retail brands, customer service is a vital element of the AS Watson global proposition. Within Europe we were looking for a partner to work with to help us further develop our mystery shopping programme through the use of Customer Journey Mapping. Customer Champions filled that role perfectly by developing a bespoke workshop for our colleagues from 14 different European countries and facilitating the development of a customer journey map for each individual business unit. They also provided ‘train the trainer’ tools to enable them to independently run their own in-country sessions. This was further supported by pre and post event documentation. I would thoroughly recommend Customer Champions to help any organisation to gain the maximum return from Customer Journey Mapping.

Strategic Business Director – Defence. QinetiQ

QinetiQ have worked closely with Customer Champions since 2006. They recently completed a high quality piece of work by interviewing face to face some of our most senior customers within the MOD (2* and 3* level). Their professional approach and knowledge of our market has enabled them to capture detailed customer feedback, including accurate and actionable verbatim. The feedback covers both our current performance, and importantly how customers see our role with them going forward. This work has enabled us confidently to follow up on these detailed reports with our customers.

Chief Commercial Officer – Sibelco Europe

We had been looking for a partner to help us implement a Net Promoter Score programme that would add value to our business, and that was flexible in its approach. Thankfully one of our customers recommended Customer Champions. They have worked with us to understand our needs and have developed a cost effective approach, based upon NPS, that has been rolled out across a number of key customer groups. This now provides us with insight into how we can improve the experience for our business customers across Europe. If you are looking to gain customer insight that allows you to drive improvement in your business I would recommend that you discuss your requirements with Customer Champions.