Steve Dudley – associate consultant
You'll meet and work with me on
As associate consultant I work on our Beyond Expectations programme, improving businesses' customer service & customer experience. I am Northamptonshire-based and adding value to our local business community is really important to me. My purpose is to take my skills and experience from the corporate world and apply these to help small and medium enterprises (SMEs) grow and develop.
My background and experience
I have over 30 years' experience of the retail and service sectors, and have been lucky enough to work with some of the largest brands in the UK. These include Debenhams, House of Fraser, Dixons Stores Group, Burtons Menswear, Autoglass, Goldsmiths and Watches of Switzerland.
I believe that delivering customer excellence is generic across any business, in any sector, of any industry. A very diverse range of companies have already benefited from my expertise.
My specialism is about increasing customer loyalty for your business. We all know that loyal customers are the lifeblood of any successful business but businesses often struggle on how to implement a customer excellence strategy. Key areas I focus on are:
- Employee engagement (helping your team understand what customer experience is and how this differs from customer service)
- Voice of the customer (providing insight into customer feedback).
- Journey mapping (peeling back the layers of your business and understanding every touch point your customers have with you).
My greatest achievements so far
One of the things I really enjoy is seeing people and businesses grow and develop. It gives me great pride and pleasure to see companies take on the learnings and become more successful. It is a real win-win-win scenario for the company, its employees and its customers. It's why I do what I do!
What makes me tick
For me, customer experience is not a job it's a passion. Watching the reaction of customers when they receive great service, seeing the pride in the employee when the have delivered it and knowing you have create a loyal customer for life – it's a great feeling!
The companies and organisations that I admire most
I admire any company which is both people & customer focused. Many businesses claim to be this, and indeed many businesses think they are, but sadly so few truly are. There are some great multi-nationals (such as Apple and Amazon) and there also are some fantastic local, small businesses really getting it right and delivering great experiences to their customers.
Why I feel that investing in people is important
People are at the heart of any business. Yes, you may have a great product, but you need great people to make your business work. Research proves that, if you do not have happy, motivated & engaged people working for you, you will not deliver a great customer experience. I believe that it is great customer experience which keeps your customers coming back time and time again to YOU and not your competitors
Something else about me
I believe life is for living and is for having fun. It's an old cliché that ‘life is too short', but the fact of the matter is that, it is too short! Seize the moment, take the risk, regret doing it later maybe, but never regret not doing it! Above all, what ever you do, do it with style. Show your team you care, show your customers you care – and do it in style.