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Hardwire Customer-Centricity

Into Your Business DNA

 

QCx  blends data, behavioural insight, and hands-on training to help scaling businesses
build lasting  customer-first capability—at every level of the organisation..

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What We Do?

We help ambitious, fast-scaling companies stay close to what really matters: your customers. By turning frontline data into actionable insight and building capability from the inside out, we transform customer experience from a siloed function into a shared mindset.

Whether you're hitting growing pains, planning for scale, or simply tired of firefighting, we bring clarity, alignment, and a practical roadmap to help your teams deliver better outcomes for your customers—and better results for your business.

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Management
Workshops

Align your leadership team on the financial and strategic benefits of customer centricity.

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Leadership Coaching

1:1 Guidance for aspring marketing and CX leaders who want to have greater strategic impact.

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Cx Data Collection
Processes

Implement dashboards and CRM integration for ongoing improvements.

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Cultural
Alignment

Ensure every team member understands their role in delivering great customer experiences.

Growing Pains

 Rapid growth is exhilarating — but it often comes with friction.
 

Fast-scaling B2B companies typically hit a point where the systems, skills, and structures that got them here… start to break.

You may have the vision and potential to lead your market, but instead, your team is firefighting, key hires are churning, and customer expectations are rising faster than your ability to meet them.

These are the classic growing pains of scale:

  • Teams operating in silos, losing sight of the customer

  • Sales and marketing messages becoming generic or misaligned

  • Inconsistent service delivery harming reputation and referrals

  • A lack of clear, data-led decision-making across functions

If any of this sounds familiar, you’re not alone. These issues are normal — but they’re not inevitable.

QCx  helps high-growth businesses transform growing pains into growth gains.

By aligning your people, propositions, and processes around the customer, we help you scale smarter — with fewer fires, and more focus.

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"We're maxed out"

We’re running at close to full capacity and seem to be constantly in ‘firefighting’ mode.

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"We're dropping balls"

Whilst many of our customers are happy with our service, we’re struggling with inconsistency. The business is making too many silly mistakes.

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"We're flying blind"

Meanwhile, our management team are making decisions about the business, sales and marketing strategy based on hunches rather than robust data.

Without careful attention, poor Cx starts to damage both reputation and profitability.
 
Your business deserves to be so much more. 

Increase Profitability & Effectiveness

...of all business functions:
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Finance

Better customer experience reduces churn whilst increasing customer lifetime value, so increases profitability.

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Sales

Better customer experiences improves reputation making it easier to sell more, more often at higher margins.

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Marketing

Better customer insights ensures more effective messaging, so attracting new customers is easier and cheaper.

Turning Customer Frustrations Into Advocacy

Our M⁵ Approach helps you turn every step of the your journey into a growth driver, where each improvement builds on the last, compounding benefits over time to make your CX a powerful tool for sustainable success.
Turning frustrated customers to delighted customers roadmap
 If customers love what you do, they will buy more from you, more often and tell their friends about you. Better still, there will be less pressure to replace old customers with new ones.
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Product Options & Pricing

“You can choose to dip a toe in the water with the training and audit options or fully immerse with the Full QCx Programme”

Cx & CRM
'Health Check'

£2,500 (ex. VAT)

Audit & recommendations
Cx assessment, Data, methodologies
CRM data collection assessment
Find Out More

Team
Training

£2,500 (ex. VAT)

Workshops to inspire your team
Why CX is important
Mapping your customer journey
Using empathy to find moments of truth
Creating a 'Kaizen' culture
Find Out More

Full QCx
Programme

From £15,000 (ex. VAT)

Full implementations
Management hypothesis
Qualitative insights
Gap analysis
Recommendations
Find Out More
We also offer individual and group mentoring services to help implement change.

How It Works

Taking the first step towards market leading Cx is simple:

 

Step 1

Tell us about your business and your 'roadblocks' (book a strategy call)

Step 2

Choose to put a ‘toe in the water’ or ‘fully immerse’ (Select your preferred service option).

Step 3

Start your journey to market leadership.
Book A Strategy Call

Why Invest In Cx?

Most managers focus their energies on internal issues, finance, operations, HR, marketing, sales, IT; everything except the customer.
 
 
"There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else."
Sam Walton
With so many organisations failing to put the customer at the centre of their thinking, there is a great opportunity for business leaders to gain competitive advantage through exceptional customer experience, or as we like to call it: ‘Quintessential Customer Experience’. 

Whilst your competitors are focusing their attention elsewhere, you can use Quintessential Cx to accelerate your growth and become the market leader.

Why QCx?

In an increasingly digitalised world, many businesses are forgetting that their customers are real people, with real emotions.


Great customer experience is simply about making your customers feel important and making their lives easier.


Too many businesses focus on Customer Perception metrics (most notably NPS and C-Sat) rather than what customers really expect or value.


Over the last 20 years, QCx have developed and refined a methodology that prioritises Customer Expectation. If we know what customers really value, we can not only serve them better, we can create more effective value propositions and sales messages.

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In short, your whole business is aligned.

The M⁵ Framework

Each 'M' element - Management, Method, Metrics, Mindset, and Methodology - works together synergistically. They compound over time, driving increased profitability by aligning strategies, improving performance, and encouraging a customer-centric culture.

Management

Align your management team.

Metrics

Establish baseline Cx metrics to measure future success.

Mindset

Empower your team to be customer-centric.

Method

Implement your unique Cx data collection and response mechanisms to better serve your customers. 

Message

Create compelling value propositions to win more customers.

 They compound over time, driving increased profitability by aligning strategies, improving performance, and encouraging a customer-centric culture.

Who Loves Us!

QCx have worked with global brands, charities and fast-growing SMEs to help them harness the power of Quintessential Customer Experience.
"Quentin and his team won a competitive bis process to pilot and rollout of a global customer experience programme in my role as a Group Marketing & Communications Director. The project's mission was to put customers at the heart of the business and focus on empowering leadership with genuine insight of customer perception and experience to enable data-driven decision making. ...We received unanimous praise for a well-planned, strategically insightful and supportive facilitation from Quentin and the team." - Cat Green
 
More recently QCx has specialised in working with clients in built environment, including main contractors, designers and manufacturers.

 

Great Cx!

A Playbook for fast-scaling businesses to delight customers and gain competitive advantage.

Download Our Free eBook