Training

to improve the value generated by your insight team

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Consultancy

to support strategy generation & overcome business challenges

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Mentoring

to develop customer insight leaders from practitioner expertise

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Coaching

to coach busy executives to achieve goals & sustain peak performance

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Speaking

to inspire your audience (available for booking as professional speaker)

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Latest News

Brand New Website Launch

Welcome! Our new website has launched. It's been under development and now ready to share with you.  The site is packed with fresh content, helpful videos, resources and new services that we can offer you. There's also a new powerful news section, so it's easier to...
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Customer Insight Leader blog recognised as Top 50

We are delighted to announce that our blog, CustomerInsightLeader.com, has been included in Top 50 Customer Insight resources. This annual award from NG Data, recognises those blogs and other online resources that provide valuable insights for leaders. This is the 2nd...
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Chairing Customer Insight table at 2017 DataIQ Discussion

We are pleased to announce that Paul Laughlin, MD of Laughlin Consultancy, chaired the Customer Insight table at this year’s DataIQ Discussion. Held on 23 Feb, at the Skyloft of Millbank Tower, this day (dedicated to discussion at themed roundtables) was a valuable...
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Published in Journal of Research in Interactive Marketing

An article coauthored by Paul Laughlin & Professor Merlin Stone has been published in the Journal of Research in Interactive Marketing. Building on the success of their co-authored chapter in “The Dark Side of CRM“, this complements that content. It also provides...
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Speaking at event to help Mutual Lenders prepare for 2025

PaulMutual Lenders Laughlin was a keynote speaker at “The Face of Digital and Mutual Lending in 2025 & beyond“. This fascinating event was held at the Friends Meeting House, near Euston station in London. Bringing together mutual lenders from across the country it...
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Maximise Your Customer Insight

  • Are you achieving the value you need from your Customer Insight?
  • Do your insights help improve your bottom line?
  • Can you act on them to improve your customers’ experience?
  • Do you have the capability you need to demonstrate to regulators you know your customers & treat them fairly?

If you want more value from your Customer Insight team then Laughlin Consultancy can help you.

Laughlin Consultancy exists to help leaders generate sustainable value from their customer insight. For example, this includes delivering measurable improvements to income or profitability. It can also include improving customer retention. For some clients it also means empowering them to evidence to their regulators their understanding of customer needs & fair treatment with suitable products & communications.

Laughlin Consultancy was founded by Paul Laughlin, who has over 13 years experience of creating and leading customer insight teams for FTSE 100 firms. Paul has added over £11m profit, per annum, to their bottom lines, through application of actionable customer insight.

Such improvements are achieved by enabling businesses to better use data, analytics & research, together, to intelligently interact with their customers. It also means ensuring that customer insight teams have the knowledge & skills they need to deliver such insights. To ensure such improvements are sustainable, Laughlin Consultancy also offers coaching or mentoring for leaders.

Our goal is to help You maximise the value of Your customer insight (not a dependency on external consultants).

Services

Every business that we help is different and so what’s needed can vary. For that reason, the best place to start is normally for us to have a conversation, about what you are trying to achieve and your current situation. Only then can we recommend services.

However, to give you an idea of the kind of services that are available from Laughlin Consultancy, here are a few examples that we have found help clients overcome value barriers:

Training

From the softer skills that analysts need to drive action on insights, to specialist topics like Conduct Risk, Laughlin Consultancy can provide the training your team needs. More and more businesses are realising that you can’t just hire all the skills & knowledge needed. Why not invest in training your team? We deliver both standard & bespoke training, to suit your needs, off-site or at your premises.

Consultancy

Setting the right strategy, benchmarking your capability or solving business problems. All can be good reasons to engage experienced leaders as expert consultants. Laughlin Consultancy offers both proven best practice models & practitioner experience to help you make the right decisions.

Mentoring

Leading a Customer Insight function is a challenging role, requiring a wide range of skills & knowledge. Drawing on a wealth of experience, our mentoring service offers the support & advice needed to get up the learning curve. A bespoke programme of monthly mentoring sessions will enable you to identify your needs, learn new skills & grow into being fully effective in your role

Coaching

Executive Coaching can help busy executives achieve and sustain their peak performance. A qualified coach focussed on helping leaders envision their goals and achieve them. Improving their self-awareness and strengthening their ability to develop themselves and be a more effective leader in different situations.

Speaking

Paul Laughlin has been an international speaker, at conferences across UK, Europe & USA for over 15 years. Focussed on topics including Customer Insight, Leadership, Data, Analytics, Data Science, Research & Database Marketing.

Customer Insight Blog

CustomerInsightLeader.com has been created to inform and support customer insight leaders. It will include regular updates on topics for such a challenging role. That is, a customer insight leader in today’s business. To date these include opinion pieces, event news, book reviews and interactive polls.

 

 

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Our Clients

We are proud to work with each organisation, helping them to achieve their own Customer Insight goals.

Presented in a compelling way. The course had a nice balance of theory and practical activity to bring this to life. All in all it was a really valuable and useful course.

James Dunlop

Senior Data and Insight Professional, AXA Wealth, AXA Wealth

Exactly what I was looking for. Paul was engaging and personable, clearly demonstrating his experience and knowledge in the area of analytics application and management.

Simon Daniels

Head of Marketing Operations, Hanson Wade

Paul knows how to manage customer insight and ensure that it is turned into profit!

Professor Merlin Stone

Professor of Marketing & Strategy, St Mary’s University

An outstanding leader in the field of Customer Insight. I have no doubt that he will continue to lead in this field and impart many more words of wisdom and pieces of expert guidance to both aspiring and established Insight leaders.

Michael Young

CEO, MBN Recruitment