Mike has worked in marketing and market research for 20 years, specialising in customer satisfaction during the last 12 years both from a business to business perspective and in consumer services.

His previous roles include client side, most recently in automotive where he designed, deployed and managed a global programme of customer satisfaction measurement and improvement.

Mike's industry sector expertise and knowledge extends to mobile telecommunications and financial services.

For major projects and assignments where customers satisfaction and loyalty is a strategic imperative, Mike adds value through his knowledge and ability to keep customer satisfaction near the top of management's agenda. He can advise on selection of key performance indicators, score card development, target setting and measure alignment of the various sources of performance metrics a business has at its disposal. He is versed in the quantitative methods used to identify key drivers and set priorities for the business framed in the context of financial pay-back. Crucially for service businesses, he can advise on the linkage between key employee commitment metrics and the customer perceptions and outcome behaviours that ultimately drive business results.