Customers rarely leave for one big reason.

They leave through an accumulation of small ones.A slow response.
A confusing email.
A cold tone.
A badly handled complaint.
A promise the experience doesn't keep.MNYTHX finds the moments that make customers less likely to come back.

The MNYTHX Retention Audit

A focused audit of your post-purchase journey, customer communications, tone of voice and service experience.We compare what your brand promises with what customers actually experience — then show you where trust, loyalty and profit are leaking.

We review the overlooked bits that shape loyalty
so you get a clear view of what to fix first.

  • onboarding & welcome emails

  • automated customer journeys

  • service & support responses

  • complaints & recovery moments

  • tone of voice consistency

  • cross-team handoffs

  • friction points & dead ends

  • post-purchase follow-up

  • review responses

MNYTHX exists because retention is not just a CRM problem.

It is a brand problem.
A service problem.
A communications problem.
A bottom-line problem.
A shareholders-breathing-down-your-neck problem.I’ve spent 25+ years across service and marketing — from being on the phones to running multi-million-pound campaigns.I started MNYTHX because I kept seeing businesses spend heavily attracting customers, then underinvest in what happens after they buy.MNYTHX is not a huge consultancy firm that leaves you with a 96-page deck full of padding and a £100k bill.I care about seeing what is wrong and telling you, clearly, what needs to change.Let’s talk.
Duncan.

People who have worked with me say...

Solution oriented, commercial, and adaptable. Duncan was hugely supportive in delivering campaigns & copy for a best-in-class relaunch. He is collaborative with a healthy dose of challenge, a great balance in his approach and always has the consumer in his thoughts.

Darren, founder,
DWS Partners

Duncan is the force any forward-thinking brand needs, and always takes care of detail without losing sight of the bigger picture. He effortlessly balances commercial expectations with brand authenticity, and takes time to understand the customer.

Jack, founder,
Harri Digital

Selected brands I've worked with directly, or through agency roles.

Want to know where your customers are slipping away?

Tell me a little about what's happening, and I'll come back to you personally.

Privacy Policy

1. Overview & Data Controller MNYTHX ("we" "our", or "us" operates as a specialised B2B advisory practice providing customer journey support, communications alignment, brand voice positioning and customer service architecture. We are committed to processing personal and corporate data securely, transparently, and in full compliance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR). For the purposes of applicable data protection law, Duncan Voice is the Data Controller responsible for your personal information collected via www.mnythx.com or through direct B2B executive communications. If you have questions regarding this policy or our data practices, contact Duncan at: [email protected].2. Information Collected We collect limited personal and business data necessary to evaluate prospective clients, conduct B2B communication, deliver diagnostic services, and maintain our digital infrastructure. A) Information provided by you - Information provided by you i.e. via the enquiry form, such as name, job title, email address, phone number, company name, website and friction points as captured by the form. - Client Engagement Data: Personal and operational data provided during commercial engagements, including internal documentation, customer support transcripts, transactional copy templates, and administrative contact details required to fulfill our services. B) Information collected automatically - Technical & Usage Data: IP address, browser type, operating system, referring URL, pages visited, time spent on site, and interaction data collected automatically through website hosting and analytics infrastructure. - Cookies and Tracking: Essential and functional cookie data utilized to maintain website security, form submission routing, and performance optimization.3. Legal basis and how we use your data: Evaluating Intake Applications Intake form details, company metrics, contact details. Legitimate Interest: Assessing prospective client fit and commercial alignment for diagnostic services. Delivering Diagnostic Engagements Client contract details, corporate data, staff contacts. Performance of Contract: Fulfilling our contractual commitments under a Master Services Agreement or Diagnostic Statement of Work. Direct B2B Executive Outreach Publicly available executive contact details, company URLs. Legitimate Interest: Direct marketing of relevant B2B advisory services to corporate decision-makers (in compliance with PECR). Website Security & Performance IP addresses, browser logs, basic site analytics. Legitimate Interest: Ensuring website integrity, functionality, and operational security. Legal & Tax Compliance Billing records, invoices, signed agreements. Legal Obligation: Meeting UK statutory, tax, and accounting retention requirements.4. Data Sharing & Third-Party Processors MNYTHX does not sell, rent, or trade personal or corporate data to third parties. Data is shared exclusively with vetted third-party service providers acting as Data Processors under strict Data Processing Agreements (DPAs): Infrastructure & Hosting: Web hosting platforms, server providers, and intake form routing software. Communication & Productivity Tools: Enterprise email suites, video conferencing platforms, and secure document storage repositories. Professional Services: Legal counsel, accountants, and insurers where required for business governance or compliance. All third-party processors are vetted to guarantee compliance with UK GDPR data protection standards. Where data transfers occur outside the UK or European Economic Area (EEA), appropriate safeguards—such as Standard Contractual Clauses (SCCs) or International Data Transfer Agreements (IDTAs)—are enforced.5. Data Retention We retain personal and corporate information only as long as necessary to fulfill the purposes for which it was collected: Prospective Client / Intake Data: Retained for up to 24 months from submission if no commercial relationship is formed, after which it is securely deleted. Active Client Engagement Data: Retained for the duration of the commercial agreement plus 6 years to satisfy UK legal, accounting, and tax obligations. Technical & Analytics Logs: Retained for up to 12 months before automated purging.6. Data Security MNYTHX implements robust technical and organizational security measures to safeguard data against unauthorized access, loss, alteration, or disclosure. These measures include strict access controls, end-to-end encryption for transmitted data, non-disclosure obligations, and routine review of data processing tools. During diagnostic audits, client operational data (e.g., support macros, transactional flows) is handled under mutual non-disclosure agreements (NDAs) and accessed strictly on a need-to-know basis.7. Direct B2B Communications (PECR Compliance) In accordance with the Privacy and Electronic Communications Regulations (PECR), MNYTHX conducts targeted direct communications with corporate subscribers (e.g., CEOs, CMOs, and CX Directors at mid-market companies) on a B2B basis under the Legitimate Interest framework. Every corporate communication sent by MNYTHX includes a direct, frictionless method to opt out or unsubscribe from future communications. Requests to opt out are processed immediately.8. Your Rights Under UK GDPR Under UK data protection law, you hold specific rights regarding your personal information: Right of Access: The right to request copies of the personal data we hold about you. Right to Rectification: The right to request correction of inaccurate or incomplete information. Right to Erasure ("Right to be Forgotten"): The right to request deletion of your personal data where no overriding legal basis for retention exists. Right to Restrict Processing: The right to ask us to suspend processing your personal data under specific conditions. Right to Object: The right to object to processing carried out under the legal basis of Legitimate Interest or direct marketing. Right to Data Portability: The right to request the transfer of your data to another organisation in a structured format. To exercise any of these rights, submit a written request to [email protected]. We respond to all verified requests within 30 days.9. Regulatory Authority & Complaints If you have concerns regarding our handling of your data, we ask that you contact us directly first so we can resolve the matter immediately. You also have the right to lodge a formal complaint with the UK supervisory authority: Information Commissioner’s Office (ICO) Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF Website: www.ico.org.uk Helpline: 0303 123 1113 10. Updates to This Policy We reserve the right to update this Privacy Policy periodically to reflect changes in legal requirements, operational practices, or service architecture. Any revisions will be published directly to www.mnythx.com.