Commercial Clarity · Growth · Performance Improvement

Sharper direction. Stronger performance. Better growth.

Turnstone Partners helps growing businesses understand where to focus next — whether the opportunity is growth, stronger performance, better customer value or clearer commercial direction. We get under the skin of the business, identify the right priorities, and turn that clarity into practical action.

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15+

Years in senior roles across commercial growth, product, transformation, operations, strategic partnerships, analysis and marketing.

0 → 1.6m

Part of the leadership journey helping scale Policy Expert from launch to 1.6m customers.

£450m

Premium scale experience inside a fast-growth, commercially driven insurance business.

£55m

EBITDA environment shaped through hands-on commercial, operational and transformation delivery.

About Turnstone

Commercially minded support for businesses that need clarity, focus and momentum — not fluff.

Turnstone is built for businesses that want to improve performance, unlock growth, or make clearer decisions about where to focus next. The work starts by getting under the skin of the business: its objectives, commercial model, operating reality, customer experience, data, decision-making and delivery constraints.

The opportunity is not always obvious. Sometimes it is about fixing what is holding performance back. Sometimes it is about understanding the options for growth and choosing the path most likely to create value. Turnstone helps identify what matters most, prioritise the right moves, and build the practical actions needed to improve performance — not another strategy deck that never gets used.

Services

Three ways Turnstone helps improve performance and unlock growth.

Turnstone supports businesses through three core areas of work. Each can stand alone, or combine with the others depending on what the business needs: clearer direction, stronger performance, or a more focused route to growth.

01 · Commercial clarity

Understand the objective, the options and where to focus next.

Useful when a business wants to improve performance, unlock growth or make clearer decisions, but needs a sharper view of the opportunity, the constraints and the best route forward.

Clarify business objectives, priorities and the commercial outcomes that matter most.
Review the commercial model, customer segments, proposition and routes to market.
Assess the options for growth and where the strongest opportunities sit.
Identify the constraints, risks or gaps that could limit progress.
Shape a clear commercial view of where to focus next and why.

02 · Commercial performance improvement

Improve the parts of the business that are holding back growth, margin or customer value.

Useful when performance could be stronger, but the issue may sit across customer experience, operations, data, decision-making, commercial control or delivery.

Identify where growth, margin, retention or customer value is being lost.
Review the customer journey, operating model, MI, hand-offs and decision points.
Find the friction that slows delivery, increases cost or weakens customer outcomes.
Prioritise the changes most likely to improve performance.
Build a practical improvement plan and support the actions needed to create momentum.

03 · Growth and pipeline

Turn a clearer proposition into a more deliberate route to market.

Useful when the business has a credible offer but needs sharper target customer focus, stronger messaging and a more consistent way to create opportunities.

Define priority customer segments, target accounts and where to focus effort first.
Sharpen the value proposition, messaging and commercial story.
Improve website copy, case studies and sales materials so the offer is easier to understand.
Build a practical outreach and prospecting approach that starts conversations with the right people.
Test early market response and refine the approach based on what prospects actually say.

Case study

Improving customer experience, cost control and commercial performance at scale.

At a fast-growth insurer, rapid customer growth had outpaced the operating model behind an ancillary product. The product had commercial potential, but the customer journey, wording, MI, supplier model and service experience were not keeping pace with scale.

The challenge

Policyholder base grew rapidly from roughly 200k to 1.3m, stretching service capability and oversight.

Product wording, customer communication, MI and contractor capacity had not kept pace with scale.

The operating model needed to reduce cost, improve control and deliver a materially better customer experience.

+150% increase in paid bolt-on penetration after improving proposition and customer journey.

72h to 18h reduction in average claim settlement time through operating model improvement.

25% reduction in indemnity spend, worth around £1m per year.

NPS improved from -20 to +60 alongside better service and communication.

What changed

Reworked policy wording, customer journey and post-sale communication so the product was clearer and easier to manage.

Shifted to a more scalable outsourced operating model, avoiding major internal build cost.

Introduced stronger oversight, clearer MI and granular cost control across contractor performance and parts pricing.

Expanded network coverage and improved response times, creating a better customer experience and stronger commercial control.

Approach

Focused, practical and built to create movement quickly.

Most work is best done as a short, sharp engagement rather than a heavy consulting project. The aim is to understand what is holding performance back, agree the few things that matter most, and turn that into practical action.

Diagnose

Understand objectives, commercial model, customer proposition, route to market, operating reality and where friction sits.

Prioritise

Identify the changes most likely to improve growth, margin, retention or customer value.

Build momentum

Create the practical plan, materials, actions and support needed to move from thinking to delivery.

Best fit

Where Turnstone tends to add the most value.

Good fit if you are…

A founder-led or leadership-led business with genuine capability but unclear commercial focus.
Trying to work out where growth should come from next.
Translating strong delivery into clearer proposition, pipeline or customer value.
Seeing growth, margin or customer experience held back by operational or commercial friction.
Needing senior commercial support without hiring a full-time commercial director.

What you get

Direct, commercially grounded input rather than generic strategy decks.
A clear diagnosis of what is holding performance back.
Practical outputs linked to growth, margin, retention or customer value.
A partner who can work at board level but stay close to execution.

Contact

Ready to make commercial performance clearer and stronger?

If you want a focused conversation about where growth, margin or customer value is being held back — and what to do about it — Turnstone is designed for that kind of work.

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