This is how we used detailed customer and process mapping to deliver improved customers service results, revenue and costs

Ballyhoo PR has successfully grown and developed over the last five years, moving from a single business owner to a team of four. When the

The Brief Hotelplan are specialist tour operators offering the best in skiing and walking holidays. They are respected specialists in diversified UK bespoke and scheduled

Overview:  A drop in Net Promoter Score, an increase in Staff Turnover and recognition that the business needed to sustain a well-trained workforce demanded attention.

Summary:  Two previously competitive business, one larger than the other, joining together through acquisition, creating a culture clash for managers needing to move on together

Summary:  This business had grown fast and continued to grow both organically and through planned expansion. Processes and systems that had been efficient in a

Overview:  This project was all about changing the mindset of a team of managers to accommodate and fully utilise use the potential of a new

Summary:  The challenge we faced was an outdated Mystery Shopper programme and system, no real customer feedback methods, and a lack of evaluation of investment