From the very start it was evident that their considerable knowledge and experience in this field, combined with their understanding of retail and a very engaging style, would help us achieve our goals.
The program covered both the Internal and External Customer Experience and included every part of the business and every member of staff and management across the Retail Stores, central Head Office and the Warehouse and Distribution Centre.
Their holistic and inclusive approach ensured we were able to win the hearts and minds of our team, gaining their buy-in to the ‘how’ and ‘why’ and ensure that every business unit was on the same page as we started this very exciting journey.
Effective engagement was delivered by Into the Blue Consulting in a number of ways: their style is very down to earth, communication skills are strong, a wide variety of material and learning styles are used, our teams felt valued and listened to and, very importantly, we had fun along the way.
Steve and the team are highly engaging and proved very adaptable when faced with a constantly changing environment. They also gave us some great insights into our business which we hadn’t previously considered and these was invaluable in helping to develop the overall Customer Experience.
I would highly recommend Into The Blue Consulting to any organisation looking to undertake or develop their own Customer Experience programme.
Steve offered his professional expertise in Customer Experience at Northern Rail last year.
Assisting with the development of the overall customer journey mapping and mystery shopping programme development, Steve worked alongside an inexperienced new member of the team in a calm and supportive way to get results.
Steve’s approach is a breath of fresh air, with a desire to look at things differently and appropriately challenge the norms to gain better outcomes for the customer.
With a knack of seeing where blockers to progress are, Steve is able to quickly get to nub of issues and propose solutions that are workable on the frontline! Something that not many strategists in this area can do!
A pleasure to work with and I will happily engage Steve in further projects in the field of Customer Experience!
Steve is a highly motivated individual who has a passion and belief in Customer Experience, this is the true differentiator that will make the difference between OK and Wow.
Steve’s leadership and knowledge will change your team’s behaviours and have a positive impact on your business. Under Steve’s guidance the Customer Experience journey is now part of the Values and culture within the Aurum Group.
Steve is an expert in his field and his knowledge of Customer Experience is excellent. He is a highly skilled communicator who has a compelling, thought provoking and accessible delivery style.
I just wanted to personally thank you on behalf of everyone in the Aberdeen store for the sessions you have held in Glasgow, we have all really enjoyed it and we have come away with a better understanding and a much more positive attitude to really bring our customers experience alive and ensure endless consistency. We found it really helpful getting to hear everyone else’s views and experiences through a different perspective. It was great to meet someone as positive and refreshing as you are – it was great to work with you and I’m looking forward to seeing how just small changes can start to make the biggest differences.
Into the Blue created a bespoke Customer Experience Programme for the 100+ workforce comprising management staff, facilities management and customer services . It was delivered with clear focus, enthusiasm and was on time and within budget. The key to its success was that it remained flexible and allowed ideas be generated from within the team to be shared as examples of good practice.
Steve Dudley is a single minded leader with a passion for customer experience who is able to motivate all levels of an organisation and to communicate a common goal with clarity. Into The Blue provides a framework for delivering customer experience excellence and then supports this through regular follow up with the client.
I have no hesitation in recommending them to work alongside any customer facing organisation that is committed to delivering customer experience excellence.
A true professional whose understanding of the client’s needs is second to none.
Steve added considerable value to the business.
He provided the inspiration to change mind set, helped us to create a Customer centric culture, understand our Customers better and also understand exactly what we need to do to drive Customer Loyalty within West Orchards Shopping Centre.
Steve has an extensive and detailed knowledge of customer experience systems and delivery.
Whilst working with him, he dramatically improved our Customer Experience initiative, galvanising the foundations for a consistent, structured delivery across the estate and creating a benchmark for internal Customer Experience between support function departments.
Steve came in to support the PPI Operations area during an extremely busy period, as we were growing and restructuring simultaneously.
His calm and rational approach and clarity of vision supported improved internal working across a number of functions, helping the teams to move forward.
Learning to Journey Map our guest experience & the Mystery Shop exercise we conducted with Into The Blue were certainly eye openers for us.
I knew we were a very good hotel and I had ideas on how to take things to the next level, however this process really made it clear how we can go from being very good to being world class. – thank you
Steve Dudley from Into the Blue provided real support in solving some key Customer Experience issues in multiple areas of the business, including in our contact centre. His input into our Mystery Shopping regime was invaluable and as a consequence, we have altered the way we survey customers ensuring the right data is collected for use when driving strategic decisions. He facilitates discussions well, and has a great sense of humour. Knowledgable, supportive and effective, Steve was an asset to Northern for the time he was here
We found Into The Blue to be very inspiring. Not only did we have fun along the way, we also significantly improved our Customer Experience and saw a strong increase in our sales performance as a result.
Steve is highly Customer focused, with a strong passion for delivering service excellence.
Steve has an excellent knowledge of Customer Experience.
He combines this with a very engaging style when working with organisations and really delivers results.
With his vast Customer Experience knowledge and passion for customer service excellence, he aims high and produces immediate significant impact.
His unique, dynamic, results driven style, his infectious friendly enthusiasm and energetic approach all motivate others to challenge their own behaviour and improve themselves, ensuring a great Customer Experience for their Customers, internal or external.
Into The Blue Consulting provided me with a completely fresh insight into the many ways that the members of the Business Club Northants experience my business.
On reviewing the feedback, we have implemented various changes and the Business Club has accelerated its growth accordingly!
I have no hesitation in recommending Into The Blue Consulting to any business looking to improve its Customer Experience and thereby, to obtain better results.