Dan Pratt Email & Phone Number

London, Gb

United Kingdom

Happier customers make for better business.DAP Consultancy specialises in Customer Experience consulting. Focused on maximising your business growth, customer loyalty and profits, by improving the experience your customers receive.Having increased revenues and customer satisfaction of start ups, small to medium size enterprises and large scale multi million pound corporations, DAP Consultancy Limited was founded by myself, Dan Pratt in 2021.I have acquired over 10 years of experience within Customer Experience management positions with a proven track record of success. Working across multiple areas including Customer Service, CX Strategy, CRM, Operations, Marketing, Competitor & Market Research and Business Development. I have also worked in a range of industries such as hospitality, telecommunications, car hire, consumers goods, retail, fintech and software systems.Please get in touch and let’s see what we can achieve together. I am always happy to help and currently have some availability.

Swindon

Presenter and producer of a monthly business radio show on Swindon 105.5, available on FM, DAB, Live Stream and Podcast.

Unparalleled competitor intelligence. FS or FinTech? Are you struggling with competitor research? Risking disruption without proper competitive landscaping? Want to remove these pains and win in the market? If you want to unlock critical competitor & market insights, here are 3 things YOU MUST DO: 1. Talk to consumers (not just your customers) about their pains and needs 2. Identify your key competitors and where your competitive advantage lies 3. Track how consumers & competitors are evolving and build strategies that stay one step ahead 👋 WHAT WE DO We help FinTech and FS teams understand their competitive landscape to build products that win in the market with Behind Login. 🤝 WHO WE WORK WITHWe help Product, Research, UX Design, Proposition and Strategy teams that are looking to build products and design strategies that beat the competition. 👍 WHY IT WORKS When you partner with Behind Login we remove the barriers to competitor research through (1) our global research panel, (2) our competitor tracking technology and (3) our passionate research team. 🥇 WHAT MAKES US DIFFERENT (1) Our global panel of 1M+ consumers share their experiences and product UX with us so we can see 'behind the login' of key players. Our panel also compete surveys and interviews so we can track how the consumer landscape is evolving. (2) Our in-house ReleaseTrack technology scans company communications for product update and feature innovations so we can track how the products and UX of the market is evolving. (3) Our passionate Research team leverage the above capabilities to create powerful, actionable insights for our clients to win in the market. 💪 HOW IT WORKSWe conduct bespoke consultancy based on particular client problems or user needs working together to deliver success for you, and we have our ReleaseTrack subscription for a cost-effective, light touch way to track the evolving competitive landscape and consumer needs.

Agile 24/7 plug-in plug-out customer and sales support from highly skilled real people.

Experts in energy reduction and digitization of buildings.Equipping our clients with the combined capability of data analytics, smart building system integrators and industry experts in energy saving programs, to reduce energy consumption, provide valuable insights to answer strategic business questions and optimize environments to significantly enhance the experience of staff and customers.Done pragmatically, to achieve fast, tangible results for people, planet and profit.

Delivering innovative and pragmatic Customer Experience Design, Training and Coaching for Customer Whisperers across a variety of sectors.

Everything in one place...Build and manage a professional website. Publish articles and documents. Promote events and vacancies. Sell tickets, goods and services. Accept donations. Develop and maintain a contact database. Conduct email marketing activities. Create quotes/invoices and collect payments online. And harvest priceless analytical data from your digital enterprises.

Paris, Île-De-France, France

London, United Kingdom

• Manage a team of 5 resolving around 4k customer queries a month through various channels.• Key responsibilities include:o Customer insight and data management and execution.o Operations, scheduling and planning of jobs for the engineers including installs and call outs.o Ensuring customer KPIs are met.o Collecting outstanding customer balances and ensuring accounts are in order.o Reducing churn and increasing retention of customers.o Scaling up the Customer Experience Team, processes and systems in line with business growth. o Personally, resolving all escalated complaints.• Key achievements include:o Recruiting, training and developing a self-sufficient team.o Significantly increased the Virgin Pure TrustPilot, NPS and CSAT scores by improving service.o This therefore improved sales and profits also significantly.o Implementing and growing customer self-help via web services thus reducing call and email volumes. o Launching various insight methods such as contact reporting, surveys and review site reporting.o Created and launched daily, weekly and monthly reports to improve various areas of the business.o Reduced churn significantly by putting plans and actions in place to retain customers of Virgin Pure.

London, United Kingdom

• Marco is a peer to peer vehicle rental start up, similar to Air BnB but for cars. It is an online business and primarily app based, with web based functionality also. • My initial objective was to build an entire Customer Experience department from scratch, designed to offer a world class service to Marco customers, both to owners and drivers of the vehicles on the Marco platform. The purpose of the department, resolving queries, generating insight and surprise & delighting customers to boost the brand perception.• I was responsible for researching, sourcing, purchasing and implementing the full CX systems at the best price for Marco.• Communication channels that I set up included live chat, a softphone and IVR system, email and social media messaging.• I built and wrote an entire self-help knowledgebase platform consisting of searchable FAQs, policies and articles. I then integrated this into the Marco app and set as a first point of help within the app and the website. This also included an online community allowing peer to peer help & advice and creating further engagement for the brand with useful stories and news.• Reporting - I set up and built various reports and dashboards providing customer metrics and KPIs. Some reports of which were automated scheduled email reports and some more bespoke ad hock reports to view online at will.• Reviews - I created the Trustpilot page, I managed all aspects, content, website API integration and CRM review gathering.• Team building - I sourced, interviewed and recruited two team members as customer experience advisors for my team.• I designed and mapped all customer journeys, wrote terms & conditions and policies, and created FAQs.

London, United Kingdom

• Support in definition of a customer experience strategy, from the prospecting phase up to re-contracting that’ll deliver a best-in-class experience for the customers.• Map all customer-impacting journeys, ensuring they are as efficient as possible, from ease of use for the customer and maximum profitability.• The go-to expert to advise and sign-off on resolutions and best treatment practices for BAU customer issues.• Identify, scope and prioritise new opportunities to innovate and deliver the brand customer experience.• Design and development of initiatives and experience interventions to drive increased NPS.• Create and run a Voice of the Customer (VOC) programme to gather customer insights through surveys, social media, focus groups, review sites such as Trustpilot and many other methods, using this to identify pain-points and opportunities to improve.• Be the Customer Experience expert in new projects and functionality requests to ensure everything iD delivers is considered and customer focused.• Present insight to stakeholders at regular meetings, ensuring the business has a key understanding of customer feedback.• Devise personas and customer journeys for all proposition types to identify pain-points and delight moments, and use as part of the consultation with other members of the iD team when new proposition and functionality ideas are being scoped.• Business case, scope and deliver a Surprise and Delight programme to run in tandem with CRM activity.• Support the Digital Self Service team in driving usage of the iD app and make it the first port of call for our customers.• Work with Operations and Customer Service to ensure a customer lens is adopted throughout management of live incidents to ensure the best resolution to customer-impacting issues. • Ensure all digital channels are working to full potential and efficiency, using tools such as Google Analytics to further improve the customer experience and e-commerce opportunities.

London, England, United Kingdom

• Business Development – Development of processes and technology for the business, negotiating the associated contracts and managing their budgets, for example the design and launch the guest measure dashboard, introduction of CPC, TripAdvisor reporting, new efficient website contact form, implementing new guest insight methods and many other projects.• Reporting and Data Analysis - Report regularly to the business on guest feedback, statistics, ranks, trends and blended metrics. Advice is then given in order to advance the business and enhance the guest experience. This is furthermore presented in weekly board meetings, regional meetings, conferences etc• Guest Feedback - Managing the team responsible for all guest feedback coming into the business and processes to improve this, turning complainants into fans, wowing guests and personally resolving all escalated complaints.• Troubleshooting and Complaint Prevention - Troubleshoot and offer solutions for when things could or do go wrong and reacting quickly to prevent issues occurring to better the business, guest experience and profits.• TripAdvisor - Manage TripAdvisor for all of Café Rouge from the pages themselves to feedback from them; overseeing all activity and ensuring all reviews are responded to correctly. This responsibility includes setting up new TA pages and closing old ones as well as managing the content of existing pages. This also comprises of reporting heavily on TA to the business and getting the most out of this very important tool.• Accidents, Injuries and Legal Claims - Managing serious complaints such as accidents/injuries/alleged food poisonings including those who wish to take legal action, liaising between ops, H&S and the guest until closed.• Incentives - Running company wide incentives, one example would be a trip to South of France for restaurants achieving good guest measures.

Marylebone, London

• Part of a small team responsible for managing the businesses customer feedback and providing first touch resolution of complaints including escalations, praise and enquiries for 450+ restaurants, 900 contacts per week. This includes all retail product and Milano feedback. This involves communicating on various platforms including social media, e-mail, telephone and white mail.• Responsible for monitoring, acknowledging and creating conversation to all the businesses social media pages, including throughout the time of one of their biggest media crisis. • Aiming to turn complainants into raving fans while managing compensation and legal obligations.• Marketing liaison, advising on campaigns and promotions, reporting to the marketing department and writing promotional T&C’s to improve the customer’s experience.• Improving efficiency of processes, with innovative thinking to improve service offered to customers.• Reporting to the relevant departments and restaurant operation teams to drive improvements.• Key figure in executing and managing new business projects. • Presenting detailed reports and analysis of trends to the wider business and senior management.• In addition to the above I also cover the roll of the Customer Experience Manager while they are on leave which involves taking on board some of their responsibilities.

Canary Wharf And The City Of London

London, United Kingdom

Swindon, United Kingdom

London, United Kingdom

Swindon, United Kingdom

2:1 Bachelor Of Arts Hons Degree, Music With Media And Popular Culture, 2:1

Activities and Societies: Media Representative - Music Representative - Uni Hockey Team

Tripple Distinction B-Tec National Diploma, Popular Music

Activities and Societies: AS Level ICT - Foundation of Advance Maths - Grade 5 Music Theory - Music Student of the Year