Consultants & Associates
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Office Contact Numbers
TEL: +44 (0) 1932 250000FAX: +44 (0) 1932 250001
Email: enquiries@charter-uk.com
Consultants & Associates
Charter UK places a very high value on the partnerships that we continue to develop, within the technology arena. If your organisation is interested in discussing partner opportunities with Charter UK on a business or technical level, we encourage you to contact us directly at:partners@charter-uk.com
Consultants
Professor John A Murphy
PhD MSc FIQA FRSH FRIPHH FRSA FCIM
Shell Visiting Professor of Customer Management
Manchester Business School
Professor Murphy’s most recent book, The Life Belt, is widely regarded as the definitive work in Customer Experience Management.
Buy the Book on Amazon.co.uk
Professor John A Murphy combines the roles of academic and international consultant specialising in service quality management and customer retention.
He has held a series of senior management positions both in Ireland and the UK.
In 1990 he was appointed Visiting Professor of Quality Management at the University of Ulster, the first such chair established in Ireland and in 2000 was appointed by the British Quality Foundation (BQF) as subject expert in customer satisfaction. He is currently Chairman of the BQF jury for the annual UK Business Excellence Awards. He is also a regular contributor to the BBC GMR business programme.
At Manchester Business School, he has established a unique cohort of PhD scholarship students in conjunction with leading UK companies. These students are specialising in service quality/customer retention research with an emphasis on issues which have a practical relevance to industry. This is the largest doctoral research group in this specialist area in Europe. In this regard, it is his stated objective to further enhance the international reputation of Manchester Business School as a centre of excellence for management studies. He is a regular contributor to the Management and Executive Development programmes at the Manchester Business School Executive Development Centre. He is also co-director of the Customer Management Leadership Group. CMLG is a network of senior executives from public and private sectors, leading academics in customer management-related fields and experienced practitioners in the implementation of customer centric change.
He is also Director of Development for Manchester Business School with responsibility for identifying and formalising partnership opportunities for the School.
He holds 5 professional fellowships and is a member of the International Academy for Quality, whose members are chosen from the most active protagonists of quality in the world.
He is the author of 4 books, the most recent of which, The Lifebelt: The Definitive Guide to Managing Customer Retention, was published in 2001.
His main areas of research are service quality, customer loyalty and retention.
John Murphy is a Food Science graduate of University College, Cork and has a Masters degree in Science from Trinity College, Dublin and Doctor of Philosophy degree from the University of Ulster.
Derek Williams ACMA
Society of Consumer Affairs Professionals in EuropeManaging Director;
Stephens & Co
Author;
'3-Dimensional Care’
In just 5 years Derek has become recognised as one of the UK’s leading business development gurus and an expert on Customer Service.
His own firm has won 5 national awards for customer service and consequently, Derek is in demand across the country. He delivers training programmes and seminars that are fast paced, lively and very interactive. In fact, Derek is even happy to speak in what most people regard as “the graveyard slot” – no one ever falls asleep when Derek is on stage. You see, Derek speaks from the heart with tremendous passion and energy.
His messages are hard hitting and inspirational. And it’s more than just the theory of service. Derek demonstrates in practical ways how to combine service and marketing; translating service into increased profits.
And in case you needed proof, his company won an Award for Most Successful Business in the North Herts Business Awards 2000. In addition to working with many of the UK's best-known businesses, Derek is the creator of The WOW! Awards - a unique awards scheme recognising the good things that happen in business.
Derek has worked as an advisor to the BBC Watchdog – Value for Money programme and presented a feature on customer service from London’s Oxford Street. His book ‘3-Dimensional Care’ – the complete guide to winning business through customer service was released earlier this year and orders have been received from as far as California.
Derek’s varied list of satisfied customers include KPMG, Barclays, Reuters, IBM, Sequent, Interflora, HSBC, Lloyds, Jongleurs, The International Party Show, Business Link Hertfordshire and BBC Television. He is currently working with NHS advisors to develop service excellence projects for Primary Care Trusts.
Associates
Charter UK places a very high value on the partnerships that we continue to develop, within the technology arena. If your organisation is interested in discussing partner opportunities with Charter UK on a business or technical level, we encourage you to contact us directly at:partners@charter-uk.com
Society of Consumer Affairs Professionals (SOCAP)
Founded in 1973, SOCAP is a member organisation for individuals with a professional interest in the consumers of their own organisation. As part of a world-wide organisation, which operates in North America, Europe, the Far East and Australia, SOCAP membership is composed of close to 3,000 corporate consumer affairs/customer service professionals, representing more than 1,500 companies. Most of these companies are listed in the Fortune/Forbes 1000. SOCAP US celebrated its 25th anniversary in 1998 and membership is open to all professionals who are in some way responsible for creating and maintaining customer loyalty.
Institute of Customer Service (ICS)
Customer Service Management Group (CSM)
International Customer Service Association (ICSA)
ICSA is dedicated to promoting the development and awareness of the customer service profession through networking, education and research. Organised in 1981 by a group of 59 customer service management professionals, today's ICSA has come a long way! Globally, membership tops 3,400 and we offer a full range of programs, from a rapidly growing annual conference and the publication of surveys and member research studies. ICSA's goals and achievements are accurately presented in its mission statement: ICSA is dedicated to promoting the development and awareness of the customer service profession through networking, education and research.
