Sarah Richardson-Clarke…
has over 25 years of experience as a strategic marketing and insight professional, covering all research disciplines.
She has worked in both business-to-consumer and business-to-business roles across a wide breadth of sectors, including government and public sector, business software, marketing and media agency, financial services, and retail.
She is adept in synthesizing research with operational data to ensure insights are relevant, understood and actionable. In addition to being a well-rounded insight professional, Sarah is also skilled in project and change management, strategic marketing planning, competitive analysis and stakeholder management.
Her work in customer advocacy insight has helped to boost customer sentiment towards organisations, shape their product and service offerings and achieve rapid and sustainable growth. Her passion for customer experience research has been a thread throughout her career and her commitment to providing the best experience for her clients through bespoke insight programmes that reflect their uniqueness is evident in the level of repeat business she has achieved.
I was fortunate enough to work with Sarah for UKHSA (the Government Health Security Agency, leading the response during the peak of the COVID pandemic). Sarah is the consummate Insight professional with huge breadth and depth of experience and skills in all things research. She can turn her hand to any Insight challenge, whether that be a big strategic complex project requiring multiple research disciplines, to quick-turn urgent questions where decisions have to be made, fast! She is a pleasure to work with: a helpful supportive team player who brings positivity and a can-do attitude. One of Sarah’s key skills lies in being able to provide actionable insight and recommendations – she delivers this both through getting the right data (using well-constructed methods and approaches) and being able to unpick the findings to help the client understand what to do with the insight.
Adrian Chapman …
has over 25 years of experience as a market researcher, predominantly working in business-to-consumer customer satisfaction, customer experience and customer communications.
He has worked in sectors as diverse as finance, transport, energy, health, government, environment and premium-sector retail and events.
His work with customers in the rail sector led directly to the first new railcard in 30 years, delivering a product with an average saving of £127pa per user whilst also being profitable to the train operating companies (by incentivising increased use). He has delivered Voice of the Customer, Customer Journey Map and Employee Satisfaction programmes in a number of organisations.
He has a particular interest in inclusivity, be that ensuring representation of vulnerable or hard to reach customers within the insight, through to encouraging and enabling feedback from extremely senior / affluent / time poor customers. He is always mindful that, even though operating as an objective and independent party, his work with a company’s customers reflects on the brand itself, and that every research experience should reflect positively on the brand, leaving customers feeling heard.
He is also mindful that research output must always be comprehensible, insightful and actionable, arming his clients with a clear understanding.
“A gifted market researcher with a keen eye for detail, his outputs are always of extremely high quality. He helped to transform my team from a rigid reporting function to a dynamic insight function”
“I would trust you with my life, never mind my data or my business. You don’t take data at face value, you challenge it.”