Gordon’s experience of the cultural, reputational and financial transformation of his 5th generation family business showed the potential return from a truly customer led approach. The business grew from being a reasonably good regional player to the UK’s leading and largest independently owned foodservice distributor (profitable growth from £50m to over £210m turnover leading to a profitable trade sale). For the last 15 years, having been involved in business transformation projects in the UK and globally across all sectors, Gordon’s 3 gap model for and Customer Experience Cycle have helped businesses outperform the market and improve business performance through increased retention and loyalty, higher margins and new sales growth.
‘It’s revolutionised how we engage with existing and new clients, enabling a strategic customer centred approach for the whole business, creating team buy in and engagement, breaking down silos and establishing expectations of excellence. This approach sets us apart from our competition, enabling buy in up front on the process pre and post-sale. The Customer Experience Cycle is part of our DNA in client acquisition and management – it’s simple, genius and I can’t think of any business who wouldn’t benefit from it.’
Gordon speaking and helping members at our Huddles: