Meet the Team
Wendy Lee
Commercial Director and Founder
Wendy has held a number of commercial roles including Sales and Marketing Director on a number of Boards and subsidiary Boards within Aviva, Legal and General, and Newcastle Building Society. She has helped to develop the careers over of 10,000 sales and customer services employees over a 25 year period.
During her career, Wendy has been responsible for the successful implementation of customer experience in all types of distribution channels including Banks, Building Societies, Credit Card Businesses and Retailers.
She has 25 years’ experience of designing and Implementing Mystery Shopping programs to support an ethos of continuous improvement amongst managers and employees with the view to increasing customer satisfaction.
For further information on how ACA can help your company to achieve competitive advantage please contact us.
Nick Wood
Customer Service Lead
Nick has spent over 25 years working in Banks and Building Societies, including 15 years with the Coventry Building Society. He has an MBA and this led to a passion for excellent delivery of customer service with an emphasis on an ‘intelligent approach to customer sales’.
Nick has personally spent the last 5 years studying a variety of sectors including Retail, Gambling, Independent Financial Advisors and Insurance. This has led to a belief that there is a huge opportunity for companies to differentiate themselves through an approach to the customer via ‘the human interaction’.
For the last 24 months Nick has released quarterly ‘mystery shopper’ research covering 25 Financial Institutions (each gets their own copy with no charge), including the Banks, Building Societies and other Financial Services players. What he finds consistently is that under 20% use the new model of selling, with most focused on product sales. “There is a huge opportunity for the majority of these organisations to improve the customer experience and increase revenues”.
For further information on how ACA can help your company to achieve competitive advantage please contact us.
Andrew Duncan
Leadership Development and Training Lead
Andrew has 25 years experience in the field of leadership and developing high-performance teams, and has worked closely with numerous Blue Chip Companies. Having worked as a Financial Consultant and Sales Director, Andrew has set up and run a number of Sales Divisions including a joint venture between RBS and CGU (now Aviva).
Andrew has developed in excess of 5,000 sales staff and has generated income in excess of £500m leading sales teams.
Through his experience, Andrew has developed a methodology to help leaders and sales advisors achieve competitive advantage through harnessing energy and working on the things that will make a difference. He is a firm believer in the pareto principle – the 80/20 rule which has led to significant uplifts in performance in senior teams in a number of Banking and Financial Services institutions.
Additionally, Andrew has a reputation as a phenomenal inspirational presenter and coach. His presentation style is not only engaging; it is humorous, dynamic and above all displays his ability to make change fun.
For further information on how ACA can help your company to achieve competitive advantage please contact us.
Chris Ward
Customer Insight and Marketing Lead
Chris is a Customer Insight and Marketing Specialist and has over 20 years experience in B2C and B2B marketing across leading brands and a range of disciplines including strategic marketing, CRM and programme management.
Chris has led key value management initiatives across Financial Services, Retail, Automotive, Publishing and Charity Vehicles, improving performance by leveraging the full capability of customer insights across all aspects of sales and marketing.
Most notably, Chris has improved lead generation and cross-sales by 20% in a number of companies (case studies available) by ensuring that the correct customer trigger points are implemented and supported by an integrated approach covering internet, direct marketing, contact centre and face to face sales channels.
For further information on how ACA can help your company to achieve competitive advantage please contact us.
Our Consultants
We have a team of over 5,000 mystery shopping consultants covering the UK immediately available. All selected, referenced and trained by ACA. They are matched to client requirements.
ACA offers personality profiling and we have trained consultants to deliver Clarity, Hogan and Myers Briggs. This enables us to support Executive Coaching, Leadership training, Sales training and team development.
Our Consultants who offer leadership training & ‘How to coach training’ offer a range of models from situational leadership through to best practice in coaching. All work is bespoke and we offer bespoke programmes to address the organisational challenges.