"We’re hugely passionate about helping our travellers have an unforgettable time when they’re away, and a really positive experience whilst planning their trip with us. But, that becomes challenging as your business grows – and over the past few months we’ve been beginning to feel the effects.
We spoke to Clare (a trusted sounding board, as well as one of our earliest travellers) about the challenges we were facing - and she suggested facilitating a series of workshops to help us clarify our purpose, flesh out our proposition and innovate around our customer journey.
Over the three workshops, she opened our eyes to new ways to maintain, and even improve, our level of service whilst bringing more clients on board. As well as drawing out ideas from our heads, Clare also brought lots of her own to the table and then helped us to prioritise the most promising ones. Each session pulled back to business drivers and how to test things in the lowest-risk way (which is extra important for a boot-strapping start-up).
Clare’s extremely passionate about her field, has an invaluable toolkit that she's built up over her career so far and she works hard to deliver real value at pace. It has felt like she’s personally invested in us and helping us make our business a success, and has really rolled her sleeves up to help us drive things forward. Plus, she’s a delight to spend time with.
No doubt, everybody could do with a bit of Clare in their business!"
Helen & Al Robshaw, Founders, Faraway
Clare is a world-class thought leader in the field of customer experience. She is an exceptional keynote speaker. We flew Clare to New Zealand to share her knowledge and thinking with over 200 of the country's foremost marketers, which was a tremendous success. Her approach is nothing short of transformative and the value she brought to us and our clients has been immeasurable.
Paul Manning, MD, 99, The Clemenger Group.
“Clare delivered an Industry award winning Customer Experience Programme, 'Impressions', for my business here at Restaurant Associates - making a significant contribution to the overall performance of our business and adding greatly to our Associates experience of working for our organisation. Thank you, Clare!”
Andy Harris, MD, Restaurant Associates.
“I worked with Clare for two years with the primary aim to improve our understanding of Customer Experience and formulating the right approach to embark on a real cultural and behavioural change programme. It was highly successful – seen as best in class and is now being taken and embedded within the wider Group. A large part of the success was due to Clare’s ability and knowledge to formulate the right methods and ways of working that resonated with our front-line teams. She was instrumental in guiding, coaching and unleashing boundless energy – to ensure the senior leadership team stayed on course and became as passionate about customer experience as she is.”
Caron Naylor, MD, Compass.
“I worked with Clare on creating a programme that measures and delivers insight and tangible returns to her organisation. Clare is one of those rare people that does not just talk about customer experience but is truly passionate about it and has placed it at the heart of everything she does including the programme she has created. Clare’s ability to develop scalable Customer Experience insight and Management programmes strategies that are deliverable from both front-line staff and senior managers/boards are second to none. Clare has built a programme that utilises different methodologies to build a rounded picture of the business, delivering measurable experience and actionable insight which has shown already delivered a return on investment.”
Edward Mason, VP Strategic Relations, Market Force.
“Clare has a mantra! 'The Customer Is King!' I have never met such a motivated individual as Clare Muscutt. This passion is driven with that obsession that our customers are the life blood of all business. We all know this. But it’s easy to talk, the difference with Clare she makes it happen for business on a large scale. Having worked on a number of projects led by Clare the success has a genuine flow through to the bottom line. If you want someone to drive genuine culture & change management in your business then Clare's project management skills are for you! These skills are backed with excellent industry & consumer insights and great use of marketing in action not just theory.”
John Lilley, Head of L&D, M&S .
“Clare is an extremely customer-focused individual. She not only places the customer at the heart of her own decision-making, she encourages others to do the same with her infectious enthusiasm, tenacity and drive. She brings a passionate challenging perspective to any project or team and is also great fun to work with. An asset to the business!”
Amanda Riches, Head of Customer Experience, Whitbread.
“Clare joined the team to specifically work with our teams and client to create a programme that would deliver improvement to and measure customer experience. One that would see a return for our client and a programme that would easily get the ‘buy in’ from Senior Managers to our front-line team members. Clare is truly passionate about the customer experience and has placed it at the centre of everything she does and delivers. Clare has recently picked up two awards at the recent UK Customer Experience Awards; UK ‘Customer Experience Professional of the Year – Retail’ and ‘Overall UK Customer Experience Professional. This is a fantastic achievement for Clare and really shown how instrumental in leading the business in strategic customer experience improvement she has been. Clare’s drive and enthusiasm has been inspirational in the success of her programme.”
Kerry Williams, Account Director, In Store.
“Clare has a highly professional presence, and an advanced ability to deliver results. She is able to present a persuasive yet well thought-out practical proposition that not only aligns with the emotion that service delivery requires but applies action to theory. Her approach to customer service goes the extra mile for the people at the front line and at the same time provides a clear measurable track to performance improvement to the business. I highly recommend her for her combined strategic vision alongside an energetic and successful delivery style.”
Pauline Crawford, CEO, Corporate Heart.
“Clare is technically very strong in her field of expertise. She is a perfectionist and her enthusiasm is highly infectious. She planned, managed and delivered a complex project around customer experience which has seen a double-digit growth in our CSI scores and strong LFL growth in our revenues. She believes her mission with so much passion and that evangelical approach worked well for our team.”
Nicola Morris, Marketing Director, Eurest Services.
“Clare is value focused, she can see the opportunities for top line growth by changing simple every day behaviours of her frontline colleagues. You cannot be anything other than impressed by her enthusiasm and drive. Clare is a pleasure to work with.”
Steve Buseden, Retail Director, Quadrant.