Paul Laughlin, Managing Director, Laughlin Consultancy

An Introduction to Laughlin Consultancy

Purpose“Helping businesses make money from customer insight”

Laughlin Consultancy helps companies maximise sustainable value from their customer insight, for example by growing their bottom line, improving customer retention

and demonstrating to their regulator that they treat customers fairly.

Holistic Customer Insight

CustomerData

Customer Research

Customer Analysis

Database Marketing

Feel Experiences

Test Hypotheses

ConvergeEvidence

© Laughlin Consultancy Ltd, not to be used without permission.

Voice of the Customer:

NPS/CSat/CES

Evidence for FCA:Conduct Risk, BE

How Customer Insight adds value

© Laughlin Consultancy Ltd, not to be used without permission.

InsightValue

Creator

Aligned Strategies

Targeted Customer Interactions

Marketing Effectiveness Measurement

Barriers to value realisation❖ Customer Insight

leader lacking skills or confidence

❖ Customer Insight team lacking knowledge/skills

❖ No Customer Insight Strategy or no alignment

❖ Isolation or internally focussed team culture

❖ New challenges (like Behavioural Economics)

Experience❖ Paul Laughlin has created and

lead customer insight teams for all the major insurance brands, products and channels used by Lloyds Banking Group over 13 years

❖ Added over £11m incremental profit to bottom line annually

❖ Pioneered work with FCA on Behavioural Economics in comms

❖ Developed capability in team of 44 & mentored next generation of leaders

Clients❖ Paul Laughlin is a leading

speaker, writer & coach on Customer Insight, as well as consulting to help businesses maximise the value of their customer insight

❖ During 2014 he has:

❖ Spoken at 5 conferences

❖ Published articles in 3 professional journals

❖ Blogged for 3 sites with total readership of over 100k pm

Services

❖ “Health Check” on Customer Insight capability

❖ Customer Insight Strategy development with leaders

❖ Training Customer Insight teams on best practice

❖ Bespoke consultancy for specific business issues

❖ Evidence for FCA, esp. Conduct Risk and Behavioural Economics

❖ Leadership coaching to ensure sustainable improvements

❖ Thought Leadership, speaking at strategy days/events

❖ Blogging/writing for internal leaders

Differentiation

❖ 3 things that differentiate us from other providers:

❖ Real practitioner experience

❖ Delivery and advice from someone who has been there and done it, benefitting from years of experience in role

❖ Short sharp engagements

❖ Breaking work down into short projects so you can judge value-add, without committing to high costs or long duration

❖ Leadership coaching

❖ Professional coaching to ensure retain capability to add value ‘in house’ and reduce dependency on external help

Keeping in touch

customerinsightleader.

com

laughlinconsultancy.co

m

@LaughlinPaul

linkedin.com/in/paullaughlin

laughlin.consultancy@icloud.com

+44 (0)7446 958061