“As one of the architects of the legendary Hyundai Service, you’d be crazy not to use the knowledge base and skills that Graeme has to offer. For real solid in depth innovation in Customer Retention Management, Graeme is your man. Graeme was instrumental in many of the Hyundai legendary service innovations. If you are serious about making a success of your business, use Graeme whose exposure, experience and skill is without doubt way ahead of the pack.”

• Began working career at Proactive Marketing Research (Now Synovate) working on CSi (Customer Satisfaction Index) research on the Mercedes-Benz account.
• Moved on to Hyundai Motor Distributors - was given the responsibility to develop the company to be not only market leaders in customer service but the best customer service provider in the country.
• We did go on to become recognised leaders in the motor industry. This was not just based on our own independent research but also in competitive CSi surveys (By Proactive Marketing Research) as well as judged by Topcar service satisfaction surveys.
• The secret to our success was a commitment to a common goal led by a feverish enthusiasm by our Owner/Director and General Manager (Bryan Simms).
• We started with 3 dealers and within a year we had more than 12 dealerships. We explored avenues that the motor industry had previously controlled such as after- hours servicing (For business representatives). Customers were invited to annual ‘Family Days’ – a concept that competitors tried to copy but never succeeded. Dealer principals and service managers were taught how to conduct customer forums so that they could learn from customers. Car sales grew until we were the 4th best-selling brand in the passenger market (excluding rental sales as we did not participate in that market) with over 30 dealerships nationwide.
• Moved to the UK working in a business-to-business environment in the vehicle leasing and fleet management industry. Worked closely with the IT department which led me to develop database and CRM skills and certifications. This may seem odd at first glance but all good customer service and experience programmes require databases and systems. Furthermore the customer strategy needs to be part of the marketing strategy and this is where I have fine-tuned nearly 15 years of marketing experience.