Who we are

Customer Faithful is a research-led consultancy, founded on a collective of people who are passionate about understanding customers.
Our focus is in supporting a wide range of companies across different industries deal with the same core issue – how it feels to be their customer and how such insight can be used to drive commercial success around being customer-centric.

Based in the UK, our clients range from multinational corporations to privately-run businesses and member-only organisations. We are proud to work with many of our clients on an on-going basis, and we’re happy to arrange for a personal testimonial of our work if required.

Customer Faithful is led by Rick Harris – almost a ‘veteran’ of the UK customer experience scene now, and still as passionate as ever about the importance and value of seeing businesses through the eyes of its customers. Rick started his customer experience work at CGA in 2001, where he designed the Customer Heartbeat method, which has since become widely adopted and adapted in customer journey mapping.

Rick created Customer Faithful in 2009, with the aim of making customer experience improvement easier to implement within organisations. He also developed a series of tools and methodologies to support this, including the creation of Lifelines in 2011 – a technique for mapping the landscape of experience, for customers, patients, passengers and many other industries. Lifelines has continued to evolve, improving each year, in line with developments in technology. Lifelines also added a social media module called Lifelines Social Landscapes in 2016.

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