Making Your Business Work for Customers


Excentrics is a customer excellence consultancy operating where customer experience breaks down — identifying root causes, repairing operational gaps and rebuilding how the business works for customers.

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Collecting customer sentiment: scanning reviews and public feedback across trusted platforms.
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Evaluating consistency and trust signals: checking accuracy, reliability, and reputation across channels.
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Analyzing innovation and responsiveness: reviewing product updates, responses, and engagement speed.
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Measuring service experience and care: interpreting tone, resolution quality, and overall service excellence.
CEI™ Score
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Service Experience & Care
8/25
Customer Voice & Advocacy
9/25
Brand Trust & Loyalty
21/25
Product Value & Innovation
22/25
You’ve just seen an example CEI™ Score.

The CEI™ Score brings together publicly visible customer signals across four pillars of customer excellence to provide a clear outside-in view of performance.

Want to understand what a CEI™ Score like this would mean for your organisation?
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Customer Excellence, In Practice

Excentrics works with leadership teams to strengthen how organisations deliver for customers — grounded in the Customer Excellence Index (CEI™) model and its four core pillars.
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Service Experience & Care

I restore operational control where customers feel it most — in routing, ownership and turnaround performance.

  • Clarify case ownership and escalation design
  • Reduce avoidable escalations and repeat demand
  • Strengthen frontline capability and decision authority
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Product Value & Innovation

I address product-driven service pressure — closing the loop between support, product and release impact.

  • Identify recurring product-created ticket themes
  • Improve feedback loops between support and product
  • Reduce avoidable demand at source
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Customer Voice & Advocacy

I turn customer signals into usable direction — not just dashboards.

  • Interpret recurring issue themes
  • Analyse sentiment shifts beyond headline scores
  • Prioritise action based on impact, not noise
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Brand Trust & Loyalty

I restore consistency across touchpoints — so delivery matches promise.

  • Align teams around shared service standards
  • Reduce cross-team friction and handoff breakdown
  • Strengthen confidence at critical moments of truth

If Customer Excellence Is Under Pressure

If service metrics are slipping, escalations are rising, or teams are carrying pressure they can’t fully explain – let’s look at what’s driving it and what needs to change.

Schedule a Conversation

Representative Engagements

Representative transformations led across complex global organisations — now forming the foundation of the Excentrics advisory practice.
Global Centres of Excellence Build
Global Information Services Organisation | 10,000+ Employees | 50,000+ Customers | Multi-Product Subscription-based
Developed and led Centres of Excellence across Europe, US and Asia to centralise and strengthen global support operations.

What Was Delivered:
  • Centralised core support functions across regions
  • Established shared ownership and escalation models
  • Strengthened local capability while scaling global consistency
  • Migrated post-acquisition operations into unified Customer Care
Measurable Impact:
> Reduced average initial case response time from 900 minutes to 92 minutes

> Implemented 24/7 support strategy

> Global SLA performance stabilised within two quarters
Product Demand & Signal Integration
Multi-product Enterprise SaaS and Data Portfolio | Global Research Customer Base | High Complexity Database Subscription Platforms
Identified recurring ticket themes and workflow inefficiencies across product portfolios to reduce avoidable demand and improve feedback integration.

What Was Delivered:
  • Data-led identification of support workflow inefficiencies
  • Connected support insights into product forums
  • Introduced live feedback loops to product teams
  • Implemented automation in support processes and in-product support tools (Pendo, chatbot functionality)
Measurable Impact:
> Major reduction in ticket volumes and TATs

> Reduced manual processing through workflow automation

> Reduced cross-team escalation pressure
Customer Care Transformation
Global Intellectual Property Software Portfolio | Trademark Search and IP Intelligence Platforms | Enterprise Legal and Corporate Customers
Defined and executed the customer service strategy for the Intellectual Property portfolio, leading 90+ multi-tier product support agents across EMEA, APAC and the US

What Was Delivered:
  • Established global KPIs, quality management and performance frameworks
  • Strengthened cross-functional partnerships with Product, Professional Services and Sales
  • Identified product and workflow inefficiencies through data analysis
Measurable Impact:
> Increased CSAT from 67% to 96%

> Introduce Quote Tracker for Support teams driving monthly order value from $800k to $1.25m
Customer Growth Strategy
Global STEM Publishing Organisation | 2,000+ Open Access journals | 500+ B2B accounts
Led global customer support and success functions across academic publishing portfolios, post-merger integration and membership expansion.

What Was Delivered:
  • Migrated support workflows following merger
  • Expanded and strengthened regional support presence in Asia
  • Developed and grew enterprise product through customer experience improvements
Measurable Impact:
> Delivered £5m in annual renewals via B2B account growth strategy

> Increased B2B customer submission rates by 5% through automation initiatives

How We Work

Structured engagements designed to move from diagnosis to stability to sustained performance.
Engagement Options
Designed to bring clarity, restore stability and maintain alignment.
Discuss Engagement Options
Customer Excellence Review

Purpose

A focused review to understand what’s driving pressure across service, product and cross-functional delivery.

Designed for:

> Slipping service KPIs
> Escalation spikes
> Rising ticket volume
> Misalignment between stakeholders

Includes:

> Interviews (2–5 key stakeholders)
> KPI and escalation pattern review
> Demand and workflow mapping
> Review across the four CEI pillars
> Executive summary
> CEI™ access during review

Output:

Clear diagnosis.
Prioritised actions.
Executive briefing session.

Typical Duration: 2–3 weeks
Customer Excellence Stabilisation

Purpose

Address sustained service or product-driven pressure requiring operational change.

Designed for:

> Recurring CSAT decline
> Persistent TAT issues
> Product-created demand
> Blurred accountability across teams

Includes:

> Deep root cause investigation
> Ownership and workflow redesign
> Cross-functional alignment sessions
> Implementation oversight
> CEI™ access throughout engagement
> Measurable performance checkpoints

Output:

Stabilised performance.
Reduced avoidable demand.
Clear ownership structure.

Typical Duration: 6–12 weeks
Strategic Advisory Partnership

Purpose

Provide ongoing oversight across the four pillars to prevent drift and maintain alignment.

Designed for:

> Growing organisations
> PE-backed SaaS
> Post-acquisition integration
> Scaling support functions

Includes:

> Monthly strategic advisory sessions
> Ongoing CEI™ performance review
> Early risk identification
> Executive decision support
> Quarterly performance reset reviews

Output:

Sustained performance stability.
Early risk visibility.
Structured executive alignment.

Typical Duration: Retainer-based