Authors
Nigel Hill
Nigel founder of The Leadership Factor, a company that specialises in helping organisations to measure, monitor and improve their customers' experience. With offices in the USA, Australia, Russia, Spain, Portugal and France as well as the UK, The Leadership Factor provides research services, advice and training worldwide. Nigel has written three previous books and many articles about customers and speaks at conferences and events around the world. He has helped organisations such as Manchester United FC, Chelsea FC, the BBC, ASDA, and Land Securities amongst many others.
Greg Roche
Client Director at The Leadership Factor. Greg is one of the UK's leading experts in helping organisations to use data from customer satisfaction surveys to improve their customer experience. He has worked with many different organisations across all sectors of the economy including Royal Bank of Scotland, Visa, Tarmac, Irish Life, Allied Irish Bank, Churchill, Privilege, Jurys Doyle Hotels, Sainsbury's Convenience and The Bank of New York.
Rachel Allen
Rachel is Client Manager at The Leadership Factor. She is an expert on customer satisfaction research and complaint handling. Rachel has written many articles and speaks widely on these subjects at conferences, seminars and other events. She works with many different organisations on surveys and complaint handling including Direct Line, Tesco, Royal Borough of Kensington and Chelsea, HBOS, Forensic Science Service and Royal Bank of Scotland International.
Raymond Robertson
Raymond Robertson is a leading authority on reward management and is Director of Strategic Reward, one of the UK’s leading specialist reward consulting firms. He advises organisations on the reward implications of business strategy and how reward can be used to increase employee engagement and business performance. Ray’s clients include Manchester United, Whitbread, ABB, Porsche Cars, Greggs, Cheshire Building Society and Guardian Newspapers.
