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Change of focus for Navigator after MBO from Moon River |
by Daniel Farey-Jones, Brand Republic, 13 April 2007
Denton: to focus on customer retention
LONDON - The managing director of contact centre company Navigator has bought the company from Moon River Group and is changing its focus to customer retention consultancy.
Rob Denton now owns the company, which is profitable and has an annual turnover of around £5m. They come from a marketing agency and customer relationship management background.
Navigator has historically provided customer management services across the telephone, post, internet and email, and has key strengths in the automotive, retail, FMCG and financial services markets.
It has recently started to deliver a range of customer experience consultancy products that provide initial and ongoing insight into consumers' brand experiences, and how they affect their brand satisfaction and purchasing patterns.
It is now focusing on forming strategies for clients that keep valuable customers and increase their value.
Denton said: "Traditional prospecting channels are being restricted or closed all around us, and various studies have documented the swing to retaining and engaging existing customers with the brand."
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