Welcome to Terry Green
The Voice of Customer Experience™
As The Voice of Customer Experience, Terry works in the challenging space where the organisations that serve us strive to apply the latest thinking and technology to improve their cross channel customer experience whilst improving operational efficiency.
With over twenty years of practical experience in helping to design and create innovative service solutions, hosting workshops and retail safaris, Terry sees his role as being a vocal champion on behalf of the customers and patients who must experience the outcomes of the resultant service strategies.
A speaker and twice published author, (You’re Next: How one company changed the way we shop and Cashier Number Three Please: Creating fairer, faster Service), Terry has spent time analysing the way organisations tackle the complex process of change. He has examined how they address the fear factors and cultural issues associated with moving from a siloed channel strategy to a seamless and integrated business model that can deliver rich, on-brand experiences which maximise customer advocacy.
As an Entrepreneur who has created and run successful businesses and who, today, sits on the Board of a number, Terry has a clear understanding of what drives the customer’s perception of value and how this can be created effectively within suppliers.
Poor Service Delivery and Allocation Lowers Sales
Recent research has shown that 75% of purchase decisions are only made when the customer is inside the store. And yet 60% of shoppers are ready to defect to another store and 43% of these do so because of service issues...