Customer Experience (CX) Strategy: Design Journeys That Win Loyalty and Drive Growth

Our project was to create a top-level marketing strategy which, once built, we could drive forward ourselves. And I can honestly say the work has been transformational for Yellowtail. After each workshop with VCMO, both Dennis Hall and I would be amazed at how much we'd achieved. We worked hard! But the results are worth it.

Shout out to Paul Mills who bravely took on running a positioning workshop with us yesterday. Is there anything harder than doing the thing your client does for others for them?! Great work. Really thought provoking, and so important to have facilitated by someone with an external perspective!

Paul is a professional strategic marketeer who is able to apply his expertise with marketing budgets large and small. The commercial impact of Shaw & Co's rebrand, which was initiated, designed and implemented by Paul, has been to differentiate us positively in a sector where few have succeeded. He delivers what he promises, on time and on/under budget, to a high quality. Paul made a positive impact on our business that will last.

VCMO's audit brought clarity to a complex set of challenges. They cut through the noise and delivered a clear, prioritised roadmap that we could act on immediately. Their ability to engage across teams and translate insight into action was exactly what we needed.

Lydia possesses a deep understanding of marketing strategies and has consistently delivered exceptional results. Her ability to analyse market trends, create engaging campaigns, and drive customer acquisition is truly impressive. Her dedication, attention to detail, and strong communication skills make her an invaluable asset to any organisation. I cannot recommend Lydia enough for her expertise, professionalism, and exceptional work ethic.

Paul Mills wasn't just an outsourced marketing leader — he was a mentor. His support helped me enhance my technical marketing skills and shape a more strategic mindset, as well as build my  confidence with senior leadership and deliver higher-impact work. He is dependable and skillful, and his guidance has made me feel more capable and prepared for future challenges.

VCMO brings knowledge, insight and practical experience to the table, but also something else, which is quite rare, the unwavering commitment to finishing the job without compromising on the quality of the output. Their work for Yellowtail has been exemplary and we're seeing the results already.

Ruth brought great experience and insight to my firm over many years. Her considered and thoughtful approach to problem solving are a real strength and her experience of marketing and business development in the legal sector was invaluable.

VCMO helped us think beyond our capabilities and reframe how we communicate the true value of what we do. Paul's workshop unlocked fresh ideas resulting in a more strategic approach to our content plan and go-to-market materials. The quality of the output and power of the messaging is really impressive.

VCMO has been instrumental in reshaping how we approach marketing at Lucent. Their strategic clarity, attention to detail, and ability to deliver at pace have been exceptional. Paul's embedded himself seamlessly into the team and quickly earned trust — not just from me, but from our wider staff and partners. The website and content strategy he led have already started delivering results, and I now feel far more confident in how we grow the business over the coming years.

VCMO helped me find the words and structure to communicate what I do — and who I do it for — in a way that finally connects. I’ve had more inbound enquiries since the website relaunch than in the previous two years.