Mark is at his happiest when he is getting inside the head of a client’s end-customer. Using analysis, research and insight, he loves working out what will make a customer stay longer, spend more or buy for the first time from one of his clients. Developing and implementing brand new customer-informed value propositions, innovative contact strategies, loyalty schemes that really do retain profitable customers cost effectively and customer experiences that bring the client’s brand values to life is what he does. He ‘gets’ the big picture, and enjoys sweating the detail as well. He has a passion for the customer that is second to none.
Mark has over 20 years of Customer Management experience starting out in roles for American Express, Yellow Pages, Freemans and Hyundai, where his Retention Programme won the Overall Gold at the 1999 DMA Awards. It was described by the judges as ‘the perfect campaign’ and more importantly improved the retention rate by 75% over 3 years. Mark has been consulting for over 10 years now having started out with QCi. He has wide ranging experience across both B2B and B2C in sectors such as Insurance, Automotive, Mobile Telcos, Support Services, Utilities and Retail / Mail Order and has led consulting engagements all over the world. Recently, Mark’s main focus has been to successfully turn round the commercial performance of the stamp collecting business unit at Royal Mail, culminating in the launch of the Wallace & Gromit Christmas 2010 stamps. Cracking job, Mark!!