Designed for those confident enough to run their own customer experience strategies but looking for occasional ‘within reach’ expert CX support.

Having earned our creds from numerous CX assignments, we provide you the support and reassurance you need to be confident in your decision making.

We bring our expertise to the table, but work in the background allowing you to shape, steer and successfully execute your CX strategy and plans.

We spend 1 day a month with you. We work across the rest of the month remotely for you. We count it as only 2 days per month.

Lexden’s expert CX mentor’s assignments include William Hill, Hiscox, Park Inn by Radisson, Virgin Media, Disney, Tesco Bank, npower, Virgin Trains & Disney Institute.

CUSTOMER EXPERIENCE MENTOR SUPPORT MENTOR

For more information contact christopherbrooks@lexdengroup.com | 07968 316548 for more details

HOW CX MENTORIMG CAN WORK FOR YOU

Suggested ON-SITE day activities:*

• 1 day spent on site with CX manager and or team

• Review CX strategy plans, progress and performance against business success criteria and best practice

• Evaluate effectiveness of activities completed to date and document

• Review current activities and check scope, structure and strengths to deliver against desired outcome

• Identify, explore, scope and document next step requirements (resource, timings, presentations, briefing etc.)

• Review gaps (insight, CX activities, resource, MI, slippage etc.) and devise plans to plug

• Key stakeholder meetings or workshops (if required)

• Share ‘off-site’ findings

CX MENTORING

ON-SITE 1 day per

month

OFF-SITE 1-2 days across month

Suggested OFF-SITE activities:*

• Take away and review specific CX activities to identify areas for improvement (e.g. feedback system, journey mapping approach as required

• Review, filter and organise VoC output

• Write up workshop output and reframe in CX best practice templates

• Explore ‘gap’ issues and propose solutions

• Identify best practice, stats, reports, research and case studies to substantiate clients specific points or plans

• Prepare presentation slides and briefing notes for client to share within the company

• Structure CX programme governance frameworks

• Prepare workshops structures for client

• Identify, score and shortlist third party CX vendors to fulfil specific tasks (e.g. text analytics, mapping design etc.)

• Attend events/ seminars and report back highlights/insights to client

* To be discussed and agreed with client beforehand to ensure maximum efficiency and effectiveness from day 1 day on site support per month. 1-2 off site support per month. Charged as 2 days total.

WE WORK WITH BRANDS TO CREATE A COMPETITIVE AND COMMERCIAL EDGE THROUGH CUSTOMER

MARKETING STRATEGIES & ACTIVITIES COMMERCIAL EDGE

YOU?

AND FINALLY…

Marie-Laure Blaise, Quality Assurance Manager, Park Inn by Radisson Hotels

Celia Felgate, Customer Experience Manager, npower

“Working with Lexden has been great, inspirational and a highly rewarding experience starting from a complex business case - deployed in a demanding environment, Lexden came with a first class approach to define and develop customer experience initiatives for over 110 hotels throughout Europe, Middle East and Africa. Throughout all stages of the project, Christopher always managed to convey any challenge into creative nevertheless realistic solutions that proved to work. Driven by true passion for customer excellence, Christopher is the collaborator anyone would dream of: smart, organised (deadlines always met!), highly supportive and fun to work with. On a NPS scale I would give 10 - I am a firm promoter and can only recommend any company to work with Lexden.”

I had the pleasure of working with Lexden to establish a new Customer Experience strategy. Christopher directed us deftly through the course of forming a team and programme and taught me a tremendous amount about what it means to really ‘think customer’. He used their extensive experience to help us examine the choices we make for our customers and reconsider our approach. I can’t speak highly enough of Christopher as customer champions and masters of original thinking."

Lexden Ltd. Registered in England Number: 06290644 | VAT Registration Number: 926725700 | www.lexdengroup.com Elizabeth House, York Road, London, SE1 7NR | The Courtyard, Wind Hill, Bishops Stortford, CM23 2ND Contact christopherbrooks@lexdengroup.com | 07968 316548 for more details