WCL Customer Management Ltd is a specialist consultancy wholly dedicated to unlocking the significant value opportunities that exist to improve the way in which you find, engage and satisfy customers in today’s omni-channel yet cost-conscious world.
The WCL Customer Management team, which is directed by Peter Lavers, can help you improve the value and service that you deliver to customers – efficiently.
We passionately believe that customer experience needs to be managed systemically, and we utilise best-practice business systems, tools and approaches that are proven to work.
About Peter
The common denominator of Peter’s expertise and specialisms is “customer”, encompassing the disciplines of value proposition development, value analytics, customer culture and trust development, market conduct, CRM systems and direct marketing, account management, digital engagement, and customer experience (CX) measurement and management.
He has over thirty years’ experience of delivering value and efficiencies through taking a systemic (i.e. joined-up) approach to customer management, acting as a trusted adviser and consultant to B2C, B2B and Intermediated organisations.
He is one of the world’s top influencers in these and related subjects, with numerous accolades and inclusion in many “top professionals” lists.
The insights he has derived from engagements across sectors around the World give him a unique perspective on what does and doesn’t work in the field of customer management.
Peter’s early career was with Rolls-Royce and Bentley Motor Cars Ltd, where he held senior roles in commercial, market analysis, voice of the customer, regional marketing and in his last client-side position as head of relationship marketing (CRM).
After 18 years in industry, Peter joined a customer management consultancy called QCi and rose to become its managing partner after its takeover by OgilvyOne Worldwide, who also appointed him as MD of Customer Futures, their international network of customer experience learning groups.
Peter is also a founding Director of Customer Attuned Ltd, which is a B2B focused customer management consultancy. Please see the Customer Attuned website for much more information about Peter, who he works with, and his contributions to their Blog.
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