Mike has more than 20 years professional customer research and consulting experience. In previous roles Mike designed and deployed Fiat’s global customer loyalty measurement and improvement process and successfully negotiated the inclusion of customer metrics in the company’s global dealer standards. He was the founder member of CFI Group, the specialist customer satisfaction consulting firm, and was central to establishing the business in the UK.
Mike’s professional interests are in helping firms maximise the value of their customer measurement and analysis through insights that drive operational change and increase the value of customer relationships. He is an expert in collating and analysing customer experience data (customer tracking, voice of the customer and voice of operation) to facilitate the design of improved customer experiences.