Home | Budd | Customer Experience Management Consultancy

WELCOME TO BUDD

HOW DO WE STOP DOING DUMB THINGS TO OUR CUSTOMERS AND OUR PEOPLE?

Budd design and deliver brilliant customer experiences by helping companies to really listen and act on what customers & staff know

Entrepreneurs for corporates

Disruption + digital transformation – what does this really mean? Serial entrepreneurs, we bring a start up mentality to think differently about your challenges and to get things done. We do this with and for your customers. Straight talking. Ideas. Experience. Pragmatism. Different perspectives. Consulting. Management. Experienced facilitation, chairing and public speaking.

The Best Service Is No Service

A best selling book written by colleagues in our global alliance LimeBridge, The Best Service Is No Service is an ecosystem of data, process, cloud based tools and accountability. It is ideal for high growth without adding proportionate sales and support costs. For large scale operations, the benchmark is a 20% per annum reduction in effort for customers and in budgets.

Thought Leadership

We work and share with UK and global clients, so we stay up to date with the latest practices and technologies that might help you. We present & judge awards, work with Pro Bono charity clients and with our colleagues internationally. For a decade, we have facilitated the Chief Customer Officer Forum of passionate clients, sharing customer challenges old and new.

OUR PASSION

At Budd we challenge companies on behalf of their customers and staff. Our passion is “How do we stop doing dumb things to our customers and our people?”.

We bring thought leadership, track record, proven methodologies and energy. To deliver with you an impact and to form a legacy of which you can be proud.

We bring more than a decade of experience, systematically implementing the low effort. high growth model derived from Amazon’s success: The Best Service Is No Service.

And we take the long view about sharing for others to benefit from our experience, whether through our public speaking, Pro Bono work or the exclusive Chief Customer Officer Forum of leading directors and managers driving customer experience.

Peter Massey – Founder

RUN VT

Who we work with

We work with CEOs, CMOs, business, digital or commercial heads and with transformation project leads, customer experience and customer service directors.

We find we work best with the ambitious and the frustrated. Sometimes we stabilise, but mainly we agitate and energise. Our client relationships last for years, but steady state, we are not.

The issues we address

Scaling revenues faster than costs

Protecting and enhancing your reputation – ‘word of mouth’ is free

Inspiring you and your teams to deliver results

Doing business digitally, analytically, differently

Switching on & scaling what your people know, to stop dumb things

Satisfied Clients

Mainstream Brands

Industry Sectors

Public Events

OUR VALUED CLIENTS INCLUDE...

OUR CLIENTS LOVE WHAT WE DO FOR THEM

Chris Harris

Vertu

The contribution from Budd has transformed our thinking ….What I really like about the Budd approach is its practicality. Simple, understandable tools and straight-talking on what management processes need to change to make them work.

David Jaffe

Colleague & author of The Best Service Is No Service

If there was such as a thing as a master black belt facilitator, it would be Pete

Gerald Power

The Cabinet Office

Great project – Credibility and vision was brilliant. I feel that few other consulting companies could have delivered this in the time for the price.

Chris Birbeck

NHS East of England

Thanks for the master class last week. I have had fantastic feedback from more or less every one that I spoke to.

Don Hales

Awards International

....one of the UK's top presenters and consultants in customer strategy today, talks common sense in an arena where sense is not always that common

Tom Wilkinson

Axa Global Protect

Peter helped us consider how to design and build a great marketing organisation. It was a very valuable experience because Peter doesn't shy away from challenging your thinking, thus forcing you to consider problems from every possible angle. He is full of ideas and experience from many other succes

Anne Hanrahan

E.ON

Having worked with Budd for over 12 months I have to say that my opinion of consultants has completely changed! Budd have brought something fresh and dynamic to our business. Their approach is hands on, their drive and passion unwavering and the results they have helped us to deliver outstanding. It

Jo Hale

Head of Sales & Service, RAC

WOCAS made a huge difference to how we drove feedback and engagement. We also delivered over £3m in benefits. The agents loved it, our exec loved it

Example Client Cases

The case studies below serve as examples of our industry reach and breadth of knowledge

RAC

Major cultural shift and business impact through multi-year support of full “The Best Service Is No Service” processes. Including cloud based support using WOCAS.net. Winner of the inaugural Aviva Customer Cup against 250 entries globally.

Marks & Spencer

Contact strategy including online and retail support in order to increase sales. Included ‘Best Service’ contact demand analysis and an interim planning role. Audit of the 400 man project for the e-commerce platform replacement.

HMRC

Implementation and skills transfer to the demand management team. The Best Service Is No Service processes and dashboards changed the conversations with the agencies and produced £400m of savings in avoidable contact.

AXA Wealth

Fresh thinking & organisational design for the new marketing director resulting in increasing business by half and decreasing marketing costs by more than 50%. Programme management and redesign into a digital marketing function. Recruitment for online optimisation team.

National Trust

The National Trust is one of a number of charities who have been supported by Budd’s Customer Experience Pro Bono network. Peter is a member of the customer board. Evaluation of operations. Specific facilitation of workshops. Speaking at management events.

E.ON

Assessment, redesign and energetic support of personal development scheme using internal customer principles. Delivery of several ‘unconferences’. Budd previously funded a comparative study of speech analytics alongside ‘Best Service’ feedback from front line staff.

The Cabinet Office

Bringing the 4 largest government departments to agreement on a performance management framework for contact centres. Agreed design of detail metrics for contact centre operations. Working together with a specialist UK planning partner.

Microsoft & Arvato

Bringing “The Best Service Is No Service’ processes into outsourcer Arvato’s client. Microsoft has been a client in several geographies, including designing and running their EMEA top issues process. Working with our US & German colleagues.

Bouygues Telecom

Understanding and using analytics in practice – skills, methods and tools. Design and facilitation. In a past life, we started up Bouygues Telecom’s contact centres, 20 years before. Working with our French colleagues in Activeo.

THOUGHT LEADERSHIP AT EXTERNAL EVENTS

We’re always happy to talk, share ideas and make suggestions.

LET’S START A CONVERSATION