of business leaders agree that customer experience is vital for success. Source: Harvard Business Review, January 2017

By the year 2020 customer experience will overtake price and product as the key brand differentiator
Source: Walker study 2017

of companies believe their customer experience is superior.
Only 8% of customers agree.
Source: Harvard Business Review

WHAT WE DO

SPIKE help businesses benchmark, monitor and improve their customer experience to deliver commercial value

OPPORTUNITY
INSIGHTS

Understand your customer behaviour and opportunities


DATA ANALYSIS
CONSUMER INSIGHT
JOURNEY MAPPING

ACTION
FRAMEWORK

Identify quick wins and prioritise programmes to deliver value


CUSTOMER PROGRAMMES
CRM UPGRADE
FINANCIAL MODELLING

MEASUREMENT &
IMPROVEMENT

Monitor what works real time and optimise ongoing


NPS SYSTEM
BI & DASHBOARDS
CONSULTANCY

ABOUT US

Our philosophy is “earn while you learn”

We combine all our expertise with powerful data analytics and the latest technological developments to uncover opportunity insights and deliver proven customer programmes.

Jon Walton and Roy Barker first met at Carlson Marketing in the 90s working across loyalty programmes in automotive, financial services, FMCG, telecoms, travel and online gambling

Then in 2009, we got back together to set up SPIKE realising that today’s big data and new technology were not being used to anywhere near their full potential – to improve customer experiences and substantially increase revenues.

SPIKE’s foundations are built on Data, Technology and NPS®.

Net Promoter Score® and Net Promoter System® are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld. 

OUR CLIENTS


“SPIKE love using data and technology to drive maximum commercial effectiveness – I’d recommend them to anyone that wants to take their marketing to the next level.”

Gary Kershaw

Country Manager, South African Airways

“I enlisted the guys from SPIKE to assist us with our strategic planning and the results of their work, which was extensive and thorough, have been eye-opening.”

Andrew Williams

Managing Director, Solos

“Above all they ‘fit well’, providing guidance and support by getting right under the skin of our business and understanding the in-house teams skills and shortfalls.”

Pete Tyler

Managing Director, Neilson Active Holidays

FROM THE BLOG

The difference between reviews and feedback. And why you need both.

We’re big advocates of the Net Promoter Score (NPS) system. We’ve seen lots of travel business use NPS to drive improvements in their customer experience, retention and advocacy. One of the characteristics of NPS, though, is that it’s not always something you want to... read more

When was the last time you wrote a letter?

Dear Sir, Yours Faithfully or Yours Sincerely? Or just ‘Yours’? Where to put the date? There’s a generation or two that know none of this – that may never have written a formal letter. Even those of us that grew up before email may not have written a letter for... read more

CONTACT SPIKE

10-11 Lower John Street
London
W1F 9EB