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.
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.
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