Nigel is a former Head of Channel Management and Head Of Customer Loyalty for the Financial Services Division of HBOS PLC. He has mapped customer journeys and improved customer experience as part of a corporate role or as his main occupation for 28 years.
Whilst Head Of Channel Management, he mapped the customer journey through the sales process and identified the touchpoint that caused most lost sales. He established the root cause then designed and project managed 2 simple changes to the process. This delivered a 30% increase in sales within 12 months. He also worked with the Regulator (FSA) to define and deliver their key Treating Customers Fairly project for HBOS FS, delivering changes to product design, communications, administrative and sales processes.
As Head Of Customer Loyalty he mapped all customer journeys through the Division to identify when and why existing customers were becoming dissatisfied or leaving. This generated 19 retention and customer satisfaction initiatives which delivered an 80% improvement in measured customer satisfaction, a 50% reduction in customer losses and an additional £148m profit in the first 12 months.
In January 2010 he took early retirement and voluntary redundancy from HBOS and worked as a contractor, improving customer experience for Nationwide and npower. For Nationwide he mapped customer journeys to identify a potential £6m annual cost saving plus a 25% improvement in customer retention. For npower he mapped 38 customer journeys to identify over 200 opportunities for improvement. He managed a series of pilot projects for business efficiency and customer retention through improved processes. These included a 32% reduction in call time and a 63% improvement in customer retention.
Nigel then launched Simply Customer in 2014 to focus on bringing the benefits of journey mapping and customer experience improvement to SMEs. Examples of the impact his journey mapping has had on SMEs include:
- 100% immediate improvement in lead to sale conversion.
- 80% improvement in customer retention within 12 months.
- 67% improvement in conversion of quotation issued to sale.
- 800% increase in sale of monthly retainer with quotation.
- For a micro SME, increase in monthly turnover from £2,500 to £25,000 within 6 months.
Nigel is currently working on projects to deliver further online tools to help SMEs grow their businesses as well as working with both local and international clients. He has delivered workshops in the UK and Malaysia and has had 3 books published on customer experience and journey mapping. Nigel also mentors start up and scale up businesses through NatWest Business Hub and is an Entrepreneur In Residence at Leeds Beckett University where he mentors students who are starting businesses and social enterprises.