Heidi Sellier and Rebecca Cook: Sharing our reflections

We’re delighted to share that Heidi Sellier and Rebecca Cook have been promoted to Directors at The Customer Closeness Company.

They are central to the quality of our delivery and the freshness of our offer, having developed IP on ‘customer curious’ culture-building and vulnerable customer insight respectively.

Below, Heidi and Rebecca share their reflections on their journeys so far:

“TCCC has given me the opportunity to bring the power of qual to new audiences like never before – whether that be leading a Customer Panel for 800 store managers at a national conference or facilitating a Customer Closeness session for the Exco of a top UK retailer.

Working with the three Founding Directors (and my broader TCCC team) has been both inspiring in terms of skills development and transformative for my own personal ambition. Developing our Curiosity offer including bespoke Toolkits and comprehensive training programme has been a particular highlight of my career.

 I’m delighted to have achieved promotion to Director – and look forward to embracing the new opportunities it will bring” Heidi Sellier

 “TCCC has given me the opportunity to champion the voice of the customer in ways I could never have anticipated: from bringing their perspectives directly into ExCo discussions, hosting insight-led podcasts, and even coordinating a “surprise” appearance from more than 150 customers at a leading UK supermarket’s annual conference. Each experience has strengthened my belief in the power of helping organisations see their customers with greater clarity, empathy and respect.

Over the past five years, I’ve worked across a wide range of insight and Customer Closeness programmes, while also shaping a growing area of specialism around vulnerable customers and what it truly means for organisations to meet the spirit, not just the letter, of FCA Consumer Duty. Supporting leadership teams to understand the lived realities behind the regulation, and helping them design fairer, more inclusive services, has been incredibly rewarding. Working alongside the brilliant team at TCCC has continually stretched my thinking, sharpened my craft, and broadened my ambition for what insight can achieve when it sits at the heart of decision-making.

I’m delighted to share that I’ve been promoted to Director, and I’m excited for the opportunities ahead: continuing to champion Customer Closeness, deepening our work around vulnerability, and helping organisations understand and serve their customers in more meaningful and impactful ways.” Rebecca Cook