Our team

Chris Farrance

Consultant

Chris’s skill is in improving the customer experience. His start point is to walk into an organisation from the customer side, backward engineering the management and support functions to help the frontline contact staff deliver superior customer service. Often this uncovers risk management, process and people blockages, which hamper personality and spontaneity. Frequently too, it identifies the tensions between a centralised top down management model and ownership at a local/branch level for what really happens when staff and customers engage.

Chris's experience is based on 20 years in management with Lloyds Bank and over 10 years consulting in industries such as logistics, printing and defence as well as financial services in the UK and abroad. Latterly he has been working with SMEs in areas such as start ups, second phase funding and franchising.

His qualifications include an MBA and Diploma in Financial Services, membership of the Chartered Institute of Marketing, a Certificate in Life Coaching and authorship of ‘Managing Relationships in a Corporate Bank’.