Mark B.

Professional background

I am a director of Journey Management Ltd, a specialist management consultancy that helps service businesses deliver more for less by engaging employees in maximising the value of the service they deliver to customers. I believe in focusing the whole organisation on meeting customer expectations as a powerful and often untapped opportunity to develop an engaged workforce, in a way that drives lasting improvements in customer satisfaction and an organisational step-change in performance and growth.

Areas of Expertise

I am an experienced change practitioner who has been involved for some time in the transfer of commercial marketing principles into change management best practice. As a result my work has shifted from working with large corporates on marketing, research, service development/ improvement and brand planning programmes, to encouraging large organisations – both private and public sector – to embrace the benefits of genuinely customer-focused organisational development.