Walking In Your Customers' Shoes: The step by step guide for SMEs - why and how to map your customer journeys to deliver rapid, profitable, sustainabl (Paperback) (ISBN-13: 9781533373991)

Nigel Greenwood has 25 years experience of working with large corporates and SMEs to improve customer experience and retention. In that time, he built and managed teams covering sales, marketing, product development, channel development and customer retention. Successes include a 30% increase in sales and a ｣148m profit impact through improved customer retention, all achieved through using customer journey mapping as a tool to identify issues. Having designed and delivered large and small scale programmes of customer focused improvements in financial services and utilities, he launched his own customer experience consultancy, Simply Customer, in 2014, working with SMEs and corporates to help them understand what their customers want and how to deliver it in order to build better, more profitable businesses. Clients have increased lead to sale conversion by up to 100% and customer retention by up to 80% through Nigel's advice.