• Our People
  • Our Thinking
  • Our Purpose

Lexden is committed to achieving better customer outcomes to improve overall profitability

Clients say our zest, passion and unwavering commitment to delivering workable customer led solutions they can deliver are what make us the preferred choice for their customer experience challenges.

Here’s what clients have to say on it.

Our thinking arrived before we did. Having attempted to practice the ‘customer first’ philosophy whilst working agency side, founder and director Christopher Brooks realised agency bosses couldn’t see beyond generating revenues from marketing for their agencies.

Now, with a solution focus driven only by achieving better outcomes for customers, we can provide truly independent customer experience advice and support.

We are a growing collection of specialist CX consultants dedicated to the pursuit of driving sustainable profits by improving the customer’s overall experience with an organisation.

Our independence means we are not slaves to one performance metric or feedback programme. We don’t sell tech solutions, so can think customer first rather than digital or anything else first.

Our way of working has attracted praise from the academic world meaning we have access to some of the latest CX thinking which is redefining how clients think about customer experience.

Managing Director – Christopher Brooks

After 15 years of putting the customer first, I consider myself an experienced and and am told versatile customer experience consultant. I created Lexden as an independent customer strategy consultancy to help clients drive improved profitability from the right CX solutions. This passion has attracted the interests of international clients including Visa, Sony, Carlson Rezidor, LadbrokesCoral and Syngenta. Our defined CX models help companies confidently pursue their CX ambitions. I am fortunate to also write for CX publications, regularly speaker at events as well as judge Customer Experience Awards. I also enjoy running client only ‘knowledge sharing’ events.

 

 

Non-Executive Director – Dr Professor 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 (CX) profitability based upon customer intentions. Neither management consultants, nor scholars could provide me with a tool that links CX to purchasing behavior and profitability. I took it as a challenge and 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 actionable and profitable business solutions deriving from rigorous evidence ever since.

 

Karin Glattes – Senior Customer Experience Consultant – Germany 

Pete Martin – Content Director 

Steve Kempster – Creative Director

Lou Kiddier – Production Manager 

Compete for your customers, not against your competiton

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