NEWS21 April 2010

Nunwood buys David Conway Consultancy to boost customer experience measurement

M&A UK

UK— Nunwood has acquired specialist customer satisfaction and employee engagement agency The David Conway Consultancy for an undisclosed amount.

Founder David Conway (pictured) will take a seat on the Nunwood board as strategy director while the company’s contracts with Cooperative Financial Services, AQA, Electro Components, SAB Miller, Home Delivery Network, Lloyds TSB and United Utilities, will be taken on by the new owner.

In his new role Conway will be responsible for developing Nunwood’s customer experience management service.

He said: “In my experience, there is a direct link between employee engagement and customer satisfaction, so the development of this part of our customer experience management programme will be key to delivering better commercial results for clients.”

Nationwide, ShopDirect and Bank of America have commissioned Nunwood to carry out CEM work worth more than £3.5m since the start of the year.

James Verrinder

M&A UK

@RESEARCH LIVE

1 Comment

Graham Nelson, Ex Sen RM, ALCB/Girobank

15 years ago

“In my experience, there is a direct link between employee engagement and customer satisfaction, so the development of this part of our customer experience management programme will be key to delivering better commercial results for clients.” Too damned right! Trouble is too many employers don't want to invest in making their 'employees' satisfied and encourage them that way to engaged naturally. They'd rather coerce the employees into feeling obliged to help customers rather than have them do it because they want to do it.

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