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Shaun Smith
Shaun has achieved international recognition as one of the leading experts in customer experience management. Over the last decade, he has been a key catalyst in expanding management focus from the tactical issues of customer service to the much wider and strategic issue of customer experience. He has developed some of the latest thinking and practice around this subject, helping organisations worldwide to create distinctive sales and service experiences that achieve brand differentiation and long-term customer loyalty.
John Aves
Previously CEO of Forum (the global consulting and training organisation), John joined smith+co to focus exclusively on customer experience strategy and implementation. In his 25 years business experience, John has focused on the challenges organisations face as they attempt to increase their rate of growth. The focus of his client work has been on improving the end-to-end customer experience in order to drive higher levels of customer loyalty and advocacy. His specific expertise in sales force performance has enabled John to work successfully with a number of sales led companies in the UK, EMEA, US and Asia.
Andy Milligan
An expert in branding and brand positioning, Andy’s focus is on the linkage of customer experience to brand strategy. He was previously with the Interbrand Group, which he joined in 1990, moving to its Singapore office in 2002 where he was managing director. Over the last 15 years, Andy has worked on a wide range of brand consultancy projects around the world, advising senior management teams, including CEO’s and their boards, on strategies for developing and exploiting brand portfolios.
Joe Wheeler
Joe is our consulting partner in the US. A co-author of “Managing the Customer Experience’, he has consulted to many major US organisations, as well as gaining strong in-house experience as managing director of customer experience for FleetBoston Financial/Bank of America. Joe is an Executive Director of The Service Profit Chain Institute (a Boston-based consulting firm that help organisation achieve better performance by through linking employees, customers and profits) co-founded with Professors James Heskett and W. Earl Sasser of the Harvard Business School.
Peter Simpson
Peter Simpson is the new boy on the block, joining smith+co on 1 January 2009. That is not to say he hasn’t been around a bit, as he was one of the gang of four who came together to create First Direct in 1987. Launched in October 1989, First Direct is frequently cited as a case study in how to build customer loyalty and is one of the beacons of customer experience not only in financial services, but is also recognised as a world leader in its commitment to customers. Peter was Commercial Director of First Direct 1992 to 2006 and, latterly Head of Marketing for HSBC across the UK.