DAP Consultancy Limited

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Dan Pratt, Consultant
Our Experience

DAP Consultancy Limited was founded by Dan Pratt in 2021. Dan has acquired 15 years of experience within senior Customer Experience management positions, working across multiple areas, including Customer Service, CX Strategy, CRM, Operations, Marketing, Team Training and Business Development. He's also worked in industries such as hospitality, telecommunications, car hire, consumers goods, retail, e-commerce, fintech and SaaS.

See our success stories below and what we have acheived.

Virgin Pure

Virgin Pure

  • Recruited, trained and developed a self sufficient Customer Experience team of 5 people.
  • Significantly increased their TrustPilot, NPS and CSAT scores by 30% by improving service. This therefore improved, customer loyalty, sales and profits.
  • Implemented and grew customer self-help and knowledge bases via web services, thus reducing call and email volumes by 20%.
  • Created and maintained cross channel customer feedback loops and daily, weekly and monthly reports to improve various areas of the business in real time.
  • Reduced churn significantly by 27%
Marco

Marco Technologies

  • Built an entire customer experience department from scratch for the peer to peer car rental tech start-up business. This included end to end recruitment of 5 team members, purchasing and implementing Zendesk, building a knowledge base, advising on customer strategies, development of processes and signing off on the product itself.
ID Mobile

iD Mobile

  • Reduced the cost of the customer services department at iD mobile by £250k a year, by implementing an online self help platform and community.
  • Successfully implemented the STAC OfCom regulation across all customer facing platforms, on time and to budget.
  • Improved the website, customer journey map and billing processes by significant points across different satisfaction metrics.
Casual Dining Group

Casual Dining Group

  • Significantly increased Cafe Rouge restaurants TripAdvisor scores across 78 restaurants, by improving service levels delivered to customers. Overall an average shift from 3.5 to 4.7 bubbles was achieved and earning 24 individual certificate of excellence awards.
  • Introduced various systems into the business including a case management and reporting system, blended metrics dashboards, mystery guest and insight programs.
  • Formed a customer focused committee with the objective to ‘Make Every Guest Feel Special’, this committee included various roles from company directors to restaurant managers. The culture swiftly changed to focus on the customer and therefore generating more profits.

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Clients and organisations we have worked with

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Our work

Click here to read our case studies

DAPConsultancy.co.uk

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DAPConsultancy.co.uk

Creating the change

We’ve witnessed first-hand the positive impact our solutions have had on our clients businesses. It is mutually inspiring, rewarding and transformative. They reap the rewards of a new customer focused business strategy with new energy, purpose and pride.

DAPConsultancy.co.uk

DAPConsultancy.co.uk

Origins of Customer Experience

We did not arrive here overnight. CX originates from sources as disparate as call center technology and marketing analytics. CX is here to stay and will continue to adapt and grow to align with the future. 

The term customer experience (CX) has taken on a much broader meaning than it once did. Initially relegated to post-purchase engagements and viewed as a cost of doing business, CX is now regularly interpreted to encompass the entire consumer journey. It has emerged from the backrooms of customer support to the forefront. The world of customer experience has progressed from a collection of unrelated disciplines that vary by department and company to a coordinated effort with resources and authority.

DAPConsultancy.co.uk

DAPConsultancy.co.uk

Do you have a challenge that you need help with?

We've increased revenues, customer loyalty and customer satisfaction scores of start ups, small to medium size enterprises
and large scale multi million pound corporations.

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