UK-based insight agency Nunwood has announced the acquisition of California-based training and change management consultancy Retention Specialists Inc. Nunwood already has US offices in Los Angeles and New York.
Retention Specialists, which will be merged with the main Nunwood business, provides front-line training and cultural change programmes to help the likes of American Express, Toyota, AOL and Microsoft improve customer experience from the ground up. Typical programmes involve training anything from 100 to 7000 staff.
Principal Consultant Dr Matthew Hawk, who joins Nunwood's North American management team, says his firm's training programmes have delivered an average 20% improvement in customer retention for clients over the last five years, and adds: 'By joining this offer with Nunwood's global reach, we're thrilled to have the opportunity to do this more widely, for more clients, with even greater insight and direction.'
Nunwood's Chief Strategy Officer David Conway (pictured) - whose UK consultancy firm was Nunwood's only previous acquisition two years ago - comments: 'Customer Experience Management is Nunwood's largest area of business. We feel the market is ripe for agencies to offer a more 'end-to-end' approach rather than simply stopping at insight and strategy. Retention Specialists give our clients that capacity: translating their insights into effective frontline change.'
Web sites: www.nunwood.com and www.retentionspecialists.com .
All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.