The Pioneer Project
We’re on a mission to inspire and enable individuals and organisations to pioneer on behalf of their customers
What is a Customer Pioneer?
A Customer Pioneer is an organisation that proactively makes things better for the people it serves. It does this in ways that can be sustained so it enjoys business success, doing well as a result of being better for customers.
Customer Pioneer Report
Are you a Customer Pioneer?
Customer-Led Success
Assessment
This assessment is designed as a first step on a journey to become a true customer pioneer, or maybe just a notch more customer-led. It will give you a sense of how customer-led your organisation is currently and where focus is needed to improve.
10 minutes
Customer Experience
Management Assessment
This assessment will compare the current approach your organisation has to our best-in-class way of managing customer experience. It'll give advice on how to improve the areas that need the most focus.
10 minutes
CUSTOMER PIONEER STORIES
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Mumsnet
After a disastrous family holiday, Justine Roberts realised there was a need that no one seemed to be meeting. A need for parents to be connected to each other, so they could compare notes and benefit from real world learning.
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Glasgow Neonatal Unit
Parent-led care of premature babies in a world that assumed a tech-led approach was needed. A pioneering story about growing confidence that ‘customers’, or at least the parents, really could lead the team to a better way.
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giffgaff
Customers running a mobile phone company? Sounds mad, but giffgaff’s success started with customers providing their own customer service and later directing business decision-making. All this with giffgaff owned by Telefonica, so interesting for corporates not just start-ups.
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Transport for london
A vast public sector body with no competition – not the obvious recipe for a customer pioneer. Yet TfL has continually, bravely found new and better ways to serve people needing to get around the capital city, trusting its workforce, sharing its data and getting energy and direction from its purpose
Our Customer Pioneer Community develops, connects, and supports each other to make things better for customers.
Want more Customer Pioneer inspiration?
Sign-up to The Pioneer, our monthly newsletter that includes a round up of the best customer-led thinking with examples from us and the wider world