About Us

Tough & Competent is a digital customer experience consultancy which specialises in helping organisations develop seamless user journeys to drive customer acquisition & retention. We focus on long-term, strategically led consulting.

T&C’s primary expertise is digital customer experience design; we work purely on digitally focused projects designed to improve CX. We work to co-create with you a strategy that matches the goals you have in your business for your digital landscape.

We deliver good work, and ask as much from our clients as they ask from us. We believe great work only comes from working in partnership with a client. It's why we believe clients see better value from long-term projects, executed well, against specific business objectives.

Why the Name?

From this day forward, Flight Control will be known by two words: Tough and Competent. Tough means we are forever accountable for what we do or what we fail to do. We will never again compromise our responsibilities. Every time we walk into Mission Control we will know what we stand for. Competent means we will never take anything for granted. We will never be found short in our knowledge and in our skills.

Gene Kranz, 30 January 1967

In a world where everyone tells you to move fast and break stuff, we believe in tortoise model of going a little slower and doing it right first time. It might be a little old-fashioned, but we think it's even more relevant now than ever.

We believe...

  • Consultancy should be strategic, creative should be timeless, and discussions should be meaningful
  • Building brand awareness, affinity and loyalty is more meaningful working just to meet the next quarterly report, and
  • All our work should deliver long-term impact through the compounding effect of marginal gains

Our Values

We believe in a core set of values, which underpin all our work, how we operate as a business, and our interactions with our partners.

We call those values TEKEMI.

  • Thinking critically
  • Effective listening and communication
  • Keeping things simple
  • Empathy and supportiveness
  • Mentoring and teaching
  • Inclusivity and diversity

Talk to Us

If you like the sound of how we work, then get in touch. We'd love to talk about how we could work together.