Owner, One Foot Abroad Ltd

As a fast growing and successful online travel company, One Foot Abroad Ltd has always been focused on providing a high level of personal service to our customers. In the current challenging economic climate, the management team wanted to be sure that we continued to provide the best level of service and that we could meet the changing needs of the customers who use our services.

We commissioned BCO Consultants to do a Customer Experience review of the business. This involved analysing the habits, needs and requirements of our existing and potential customers. In-depth interviews, competitive analysis and operational testing all helped to provide a complete picture of how our services were perceived from our customers viewpoints. The results of the review also gave a sense of comfort to us that the strategic direction of the company was aligned with customer requirements.

We were impressed with the speed Sean was able to understand the inner workings of our business and how he could identify process changes and new solutions which will definitely allow us to enhance our competitive position and attract additional customers. In addition, he also identified a number of new commercial opportunities which will allow us to increase our profitability.

We are very pleased with the results delivered by BCO Consultants and have already commissioned another project from them.