Skills & Personalities

3

We’re Fresh Nous and we’re passionate about new ideas, original thinking and customers

Fresh Nous was formed following a career in corporate marketing and driven by a desire to effect customer focused change across a broader range of organisations. We’ve grown to create an agile team of marketers, digital experts, brand strategists and customer experience professionals.

We spend our days helping our clients to get closer to their customer and future markets, turning insight (existing and new) into marketing strategies that support growth, retention and customer satisfaction.

Why work with us

Our clients work with us because we solve a range of customer experience challenges such as complaint management or the complexities of implementing new legislation for customers.

Our clients also turn to us for our wealth of experience in weaving brand identity through an orgnisation, systems implementation and digital transformation projects.

What to expect if we work together

We’re not a conventional marketing agency so here’s just a few of the things we do well that are helpful to our clients:

  • Asking the difficult questions
  • Making compliance heavy communications easy for customers
  • Finding hidden insights within businesses
  • Identifying the ‘moments of truth’ for your customers
  • Creating stand out advertising ideas
  • Moving offline led organisations online (and bringing their customers with them)
  • Engaging with stakeholders at all levels
  • Telling terrible jokes
  • Making sure the biscuit tin is always full

How we work

We work as an extension to our clients’ businesses. We’re ‘we’ with our clients and always reflect on what any changes would mean for the teams within the organisations we work with. This partnership approach has led us to developing trusted relationships with clients over many years. Our way of working enables us to support businesses: collaborating with teams in Marketing, Customer Service, Compliance, Sales, Logistics and further afield.

We’re a perfectly formed team with a big heart who genuinely love creating better customer experiences.

Fresh Nous Values

One step ahead

We're one step ahead

  • We know our stuff and keep up to date
  • We deliver for the now but always with one eye on the future
  • We’re sustainable – from office recycling to the longevity in our planning
  • We see challenges before they have an impact and turn them to opportunities
Love different

We love different

  • We think different ideas are inspiring
  • We enjoy spending time with people who are different
  • We love the mix of different businesses we get to work with
  • We have fun but know when to be serious
  • We know that everyone’s voice matters, different perspectives are important
Together

We're in this together

  • We are a strong team who support each other
  • We act as an extension to our clients’ teams
  • We don’t overcomplicate anything with jargon, making everyone’s lives easier
  • We’re commercial, we watch your bottom line as if it was our own.

Our Skills & Personalities

Riding boots, gloves, perfume, book, phone, water bottle, headphones on table

Lydia Satchell

Account Manager

I’m Lydia 👋. I started at Fresh Nous as a graduate marketer after completing my degree in Business and Retail Management, where my interest in marketing started. In my role as an account manager, no two days are the same. While project management forms the foundations of my role, I get involved with social media account management, strategy development and implementation, and content creation.

I love working with our clients to map their customers’ journey, develop personas and review internal processes. Discovering what’s going well, what can be improved, and implementing strategies that will enhance customer experiences and drive growth. In today’s business environment, it’s never been more important to understand your customers and develop a customer-first culture; customer experience is imperative to growth.

Outside of work, you’ll either find me with my head in book (founder of the Fresh Nous Book Club – yes, we accept new members!), out walking, coffee in hand an essential, or enjoying some equine company horse riding.

Running shoes, hiking sticks, disco ball, kids toys, marathon medal, notebook on table

Carly Barnes

Content Marketing Manager

Hi, I’m Carly and I am the content marketing specialist here at Fresh Nous.

I started my career in communications as a designer for an extreme sports magazine 20 something years ago, since then I have enjoyed working with some really exciting and dynamic businesses. From creating global events for well-known household and luxury brands, campaign management for the fast-paced world of retail and energy services, and then as head of content for a global technology company.

Delivering valuable, relevant, and consistent messaging which attracts and retains customers as part of a brilliant customer experience strategy is my passion, and one of the things I love the most about working here at Fresh Nous.

When I’m not creating content, you can find me out running on the trails, coaching my ladies only run groups or hanging out with my family, walking our dog.

Anca's personality

Anca Vladuca

Digital Marketing Manager

Hi, I’m Anca and here’s a bit about me – While completing high school to become a certified teacher, I discovered psychology and dug a little bit deeper to learn about consumer psychology. I knew then, that was the path I was going to take. I have an entrepreneurial mind, so I became fascinated with how business, marketing and psychology intertwine, and chased my dream to the UK, where I graduated First Class Honours in Marketing, Advertising & PR.

Nowadays I’m a passionate marketing specialist who loves challenges and technology. You’ll find me project and account managing, and jotting mind maps to create campaigns or marketing strategies for our clients. I’m experienced in planning & optimisation, social media, design and CRM management. Digital Marketing and data-driven insights are my biggest strengths – once you find Excel and Analytics cool, there’s no going back.

Outside of work I enjoy digging for fresh music to create mixes (Celia’s assigned me a weekly goal 😂), making up choreographies, gaming and art. I love my trivia and learning about everything under the sun, which is why we now have a ‘Fun Fact of the Day’ at Fresh Nous – you’re welcome, team.

Violin, gardening tools, microphones, vinyl, bathing suit on table

Celia Felgate

Director & Team Mentor

I’ve been at the helm of Fresh Nous since we came into being in 2014 and, after my daughter, Fresh Nous is my second baby!

Having spent many years working in in-house marketing leadership positions I’m passionate about running an agency that understands the real challenges our clients are facing.

I’m naturally inquisitive and love problem solving so, for me, there is mothing better than unlocking customer journeys and supporting organisations through change that helps them meet their customer needs and  meet business objectives.

I’m known in the customer experience industry for my ability to cut through the red tape and challenge organisations to avoid using systems, regulation and compliance as obstacles to customer excellence.

Outside of Fresh Nous I like nothing more than spending time in my garden or cooking up a feast for the family. I’m a keen cold water swimmer although I’m still trying to lure the rest of the team into their wetsuits for a winter dip!

If you’d like to chat food, gardening, 80s pop music or customer experience give me a call….but not before 10am and my second coffee – you have been warned!

 

Ian Flower

Ian Flower

Strategy & Propositions Specialist

Having previously engaged Fresh Nous on several occasions, I was always struck by their ability to understand the key customer levers so quickly. In 2022 I joined the agency to provide Strategy & Propositions expertise.

I’ve worked both freelance and employed for a number of major financial services organisations as well as brands in the utilities and transport sector. Having spent 15 years working across Customer Propositions and Strategy, I’m passionate about finding opportunities which deliver improved customer value and business outcomes. Using macro and industry insights, I can develop transformational top-line strategy, but equally i’m adept at delivering new propositions at pace to deal with a pressing business need.

Out of work I’m a sport addict – weekends invariably find me at a sporting venue (usually football or cricket). Trying to visit all 92 football league grounds – at 79 so far! Lover of coffee, bread pudding and a good powerpoint. 

 

 

UK Customer Experience Award Winning Agency

Winner, winner chicken dinner! We've won an award in the Outsourcing category alongside one of our clients, which goes to show how well we work as an extension of your business. You can trust your customer experience project is in safe hands.

Words from our Clients

We have been working with Fresh Nous for a number of years. They've played a pivotal part in growing the business and supported us with a range of activities from customer journey mapping and customer satisfaction to marketing strategy and campaign planning. It's really useful to have the support of a team with a wide range of specialisms at our fingertips, who know our business and industry inside out, and really care about the work they do for us. Thank you Fresh Nous!

Jade Dover

Marketing Manager, SES Home Services

We started working with Fresh Nous in April 2021 and the results have been very positive. The drive, passion and willingness to understand our target market, business values and requirements have gone far beyond my expectations.

I would recommend Fresh Nous to anyone that wants to develop and expand their brand.

Nathan Hudson

Sales and Marketing Director, Hochiki

The series of Customer Journey workshops that Fresh Nous led for us were extremely beneficial.

By looking at it from the customer’s point of view, we have now got a series of structured pathways for our lead generation, sales and post purchase processes, as well as identifying how to integrate our CRM system. We have
quickly seen the benefit of these processes in our lead to deal conversions.

Nick Hoare

Director, Zone Manager

The content that Fresh Nous created for us has been professionally researched and written, whilst maintaining brand guidelines consistency. Their content plan incorporates new angles and creative thinking with very thorough target audience research. The creative outputs that Fresh Nous delivers certainly fill a void we have internally with blogs, infographics, adverts, social media and brochures delivered with the precision associated with our brand.

Matthew Meddings

Business Development Manager, Absolute Personnel

Who we work with