Our stories



Charlotte’s story

“I am an optimist about the future of society and believe strongly in the positive role that business can play to improve quality of life for us all. Businesses can’t do this in the dark though so through consumer research and strategy, I have spent 25 years shining a light on what consumers need and how businesses can deliver it in a way that everyone involved benefits. For me, there is nothing better than the triple win of a delighted consumer, a proud employee and a healthy bottom line.



Nicola’s story

My Customer Closeness journey began when James Murdoch, Sky CEO at the time, wanted to find out what was really behind supply chain problems Sky was experiencing. I created an ‘unsanitised’ experience of going out with a Sky engineer. Enlightened, James challenged me to develop a programme giving staff across Sky the opportunity to meet with customers first-hand. The programme was so successful in landing consumer insights and driving business change that it inspired me to found The Customer Closeness Company to do the same for others.


Nearly a decade on, it’s still so refreshing when a company steps off the treadmill of daily business life to connect with customers. I particularly love the power of it to challenge preconceptions about the reality of customers’ lives so that staff can make real-world informed, customer-centric decisions."

To become more Customer-Centric
get in touch with us:

Charlotte Vicary
Email: charlotte@customer-closeness.com
Mobile: (+44) 7914 669265
Nicola Craig
Email: nicola@customer-closeness.com
Mobile: (+44) 7703 502596
Anna Eggleton
Email: anna@customer-closeness.com
Mobile: (+44) 7500 703368
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Anna Eggleton

Anna’s story

"I believe a customer-centric culture drives a more satisfying working environment, a better customer experience and ultimately greater sustainability for a company.  Prior to joining The Customer Closeness Company I was a brand strategist both as a partner at The Brand Gym and previously to that a board director at The Value Engineers.  My passion is unlocking commercial value by using insight to put customers at the heart of business’ strategy."


Katy’s story

"I love that over 30 years’ experience has given me an expansive view of the world of consumers and brands. Understanding and knowledge of a diversity of countries, categories, clients and consumers enables me to do what really excites me – seeking inspiration from multiple sources to form insights that drive brand strategy development, customer experience across multiple channels and customer- centric organisations.”

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Alex’s story

"I joined The Customer Closeness Company in 2015 and have worked on customer projects in utilities, health and beauty and housebuilding to name a few. Little beats seeing the impact that meeting real customers has on organisations especially when it’s an emotional experience that spurs action. That’s when the power of insight to solve customer issues comes to life before your eyes."


Heidi's story

"With a background in qual research gained over 20 years at award winning agencies such as Kokoro and Added Value, and more recently time spent working in education with the most vulnerable children in primary school, my passion is to get under the skin of the reality of those who I talk to with a view to unlocking what really makes them tick and importantly how lives can be improved.  At The Customer Closeness Company my aim is to harness the power of qual to really push the boundaries of understanding consumer worlds, no matter what the category or target – so that decision-making is intuitively driven by what will benefit the customer and thus drive growth for business."


Rebecca's story

"I’ve always been fascinated by what makes people tick and reasons behind why they think or behave as they do; and it was this passion which kick-started my career as a qualitative insighter. I have an appetite for unlocking the truly powerful insights which transform how companies I work with see the world and their customers, to inspire change and, ultimately, drive commercial growth. Prior to joining The Customer Closeness Company, I have run my own freelance business, worked at The Value Engineers and MediaCom."