Our clients say we we offer the customer experience support they are looking for. They say we are passionate about what we do and are committed to delivering meaningful customer led solutions for them.
Within only 6 days Lexden presented back tangible tactical and strategic actions to improve our cross sell proposition. Very impressive and personable.
Lexden always brings creativity and energy to a business objective. Brilliant at identifying a range of possible approaches and solutions. The end product has been used extensively with a lot of positive feedback.
They always provide the highest quality reviews and output that is grounded in the commercial realities of the business.
Working with Lexden has been great, inspirational and a highly rewarding experience starting from a complex business case - deployed in a demanding environment. On a NPS scale I would give 10.
Lexden were able to provide a blend of perspectives to ensure the output delivered the critical points relevant to a range of key stakeholders. A well received project. Thank you.
Lexden delivered a first class presentation on Putting Customers First at our Protect Association conference. As Simon Cowell would say, ‘He nailed it!’
What I like best about Lexden is the passion and enthusiasm they bring to any project. Combine that with his depth of knowledge, their speed of thought, their fresh ideas and their rare ability to gel with just about anyone - and it makes them very good people to have on your team.
Establishing a new Customer Experience team, Lexden helped us examine the choices we make for our customers. Lexden are customer champions and masters of original thinking.
The results, demonstrated an extremely intelligent, progressive and creative marketing approach. It simply consumed everyone in the team with the motivating approach and pure energy.
Able to extract specific commercial initiatives from the vast quantity of insight and express them in terms that the client could comprehend, whilst always remaining true to the customer insight.
Lexden brought our research to life with such flair and imagination that the business just had to sit up and take notice. It paved the way for the level of engagement that we now have with the commercial and marketing teams.
Lexden’s Christopher Brooks realised the marketing agencies he’d worked for couldn’t see beyond generating their revenues. So clients were missing out on the right level of customer experience support. As a result, at Lexden our view is to always ask ‘does it add customer value?’ If we help you get that right, then customers will reward you with greater commitment.
With this ‘adding customer value’ focus driving our thinking we arrive at better outcomes for customers. Furthermore, our independent status enables us to provide customer experience support solutions which are best for our clients customers’.
We are a specialist CX consultants dedicated to the pursuit of driving sustainable profits for clients. Our approach increases the importance and strategic significance of the customer’s value within an organisation. We provide a range of Customer Experience Support & Services to achieve this.
Most of all our independence means we are not slaves to one performance metric or feedback programme. We don’t sell tech solutions, so we can think customer first rather than digital or anything else first.
Especially relevant is that our way of working has attracted praise from the academic world. As a consequence, we have access to the latest CX thinking which is redefining how clients think.
Managing Director – Christopher Brooks
After 15 years of putting the customer first, I consider myself an experienced and I am told a versatile customer experience consultant. I created Lexden as an independent customer experience support consultancy to help clients drive profitability from the right solutions. Furthermore, this passion has attracted the interests of international brands such as Visa, Sony, UCL, Carlson Rezidor, LadbrokesCoral and Syngenta. Our defined approach has helped companies confidently pursue their CX ambitions. Also I enjoy writing for CX publications, regularly speaking at events and judging Customer Experience Awards. I run the successful CX Afternoon tea events.
Non-Executive Director – Professor Dr Phil Klaus
All my life I was convinced that providing customers with their desired experiences was the most powerful business model. As a senior manager, prior to becoming an academic, I was exposed to the shortcomings of measuring customer experience profitability based upon customer intentions. Neither management consultants, nor scholars could provide me with a tool that links CX to purchasing behaviour and profitability. So I dedicated the next four years of my life exclusively to finding the solution to this problem. I have remained on the path of developing, testing, and validating
Lexden’s Customer Experience Support team:
Olga Potaptseva – Customer Experience Consultant
Heidi Stone – Customer Experience Consultant
Colette Porter – Customer Experience Consultant
Pete Martin – Content Director
Steve Kempster – Creative Director
Lou Kiddier – Production Manager