Michael Howlett · CX Consulting · Australia

Your customers are leaving. Let's work out why.

Most businesses know something is off. Churn is creeping up, or a client they expected to renew quietly went elsewhere, or the numbers look fine but something feels wrong.

There's a specific reason. I find it, and tell you where to start fixing it.

Let's talk See what I do

You probably already know something is wrong.

A client you didn't expect to lose just went quiet. A renewal you assumed was solid didn't come through. Your NPS score keeps dropping and nobody can agree on what's actually causing it.

You've got theories. Maybe some data. What you don't have is a clear picture of what's happening and where to start fixing it.

That's the gap I work in.

Customers behave the way they do for a reason. The job is to find out why.

Behaving · principle 01

CX isn't soft. It's just been sold that way.

Most CX consultants sell the feeling. Better relationships. More delightful experiences. The warm stuff.

I'm more interested in the commercial case. Customers leave for specific, findable reasons. When you know what those reasons are, you can fix them. When you fix them, people stay. And customers who stay spend more, refer more, and cost less to serve.

I've spent years building this stuff from the inside, at a regional bank: VoC programs, NPS closed-loop processes, exec reporting that actually changed decisions. The unglamorous part that determines whether CX is a real capability or just a slide deck.

I started Behaving because most product teams at the growth stage don't have anyone whose whole job is to understand why customers do what they do. Big companies have research functions for this. Earlier-stage companies have dashboards and assumptions. I spent fifteen years building that understanding from the inside, at a bank. Now I do it for teams that need the same thing without the full-time hire.

Read more about me

Depending on what you need, I can help you:

  1. 01

    Find out why customers are leaving

    A clear picture of what's driving churn and a specific place to start. You come out knowing where to focus, with evidence behind it.

  2. 02

    Understand where you're losing people

    Acquisition looks fine, but people keep dropping off before they become real customers. I find where the experience breaks down and what's causing it.

  3. 03

    Set up a feedback system that actually gets used

    You're probably already collecting feedback somewhere. The problem is it's not reaching the people who can act on it. I set up a simple working system, not a platform implementation.

  4. 04

    Get your team on the same page

    Everyone has a different mental picture of what the customer experience looks like. I bring your team together to map it, find where it breaks, and agree on what to fix first.

All work is fixed-price and time-bounded. You know the scope and the cost before we start.

See the full set of services

After six weeks, you know exactly where customers are dropping off and why. You have a simple system to catch it early. Your team knows what to look for.

You stop guessing. The customers who would have quietly walked away get flagged before they're gone.

Once you have it, your team runs it. That's the whole idea.

Not sure if any of this is relevant?

I offer a free, no-obligation quick audit. Tell me a bit about your situation and I will take a 20-minute look and tell you honestly what I see.

Product experience review

I look at your product from a user's perspective: where people drop off, where the experience breaks down, and where the gap between what you built and what customers expect is costing you retention.

VoC gut check

I look at how you are capturing and using customer feedback: whether your signals are reliable, whether insights are reaching the people who can act on them, and where the biggest gaps are.

Takes about 20 minutes. You get a written summary of what I find.

Get a free audit

From the resource library.

Plain-language articles on customer experience: definitions, how-tos, and strategy.

Strategy 4 min read

The Business Case for Customer Experience: What Good CX Actually Does to the P&L

CX gets called fluffy by people who have never seen the numbers. Here is what good customer experience actually does to revenue, retention, and operational cost.
How-to 4 min read

How to Map a Customer Journey (and Make It Worth Doing)

Most customer journey maps end up in a drawer. Here's how to map a customer journey step by step, and what to actually do when you're done.
Definition 4 min read

What is Customer Effort Score (CES)?

Customer Effort Score (CES) measures how easy an interaction was. Here's what it is, how to calculate it, and why low effort drives loyalty.
Browse all articles

Common questions.

What does a CX consultant do?

Figures out what's going wrong with your customers. Why they're leaving. Where they drop off. Where the experience isn't delivering what you promised. That means going through your data and feedback, talking to your team, then being straight with you about what's broken and where to start. Most CX consultants focus on the feeling. I'm more interested in the commercial case.

How do I know if my business needs CX consulting?

You probably already have a sense. Churn has crept up. A renewal you were counting on didn't come through. NPS is dropping and nobody can agree on what's causing it. If you've got theories but no clear picture, that's the gap I work in. A 30-minute call is usually enough to work out whether I can help.

Who do you work with?

Mostly product companies, from early stage through to growth. Fintechs, consumer apps, SaaS businesses with real users and real retention problems. They usually have plenty of data but not much understanding of why. They can see what users are doing. They can't explain it. That's the gap I work in. If you're running a digital product and understanding your customers better would change how you make decisions, I'm probably worth a conversation.

How much does CX consulting cost?

Everything is fixed-price. You know the scope and the cost before we start, no open-ended retainers, no surprises. The right number depends on what you're working on. Book a free discovery call and I'll tell you what fits.

Tell me what's going on.

Fill in the form and I will get back to you within 24 hours.

Or email me directly at michael@behaving.co, or go to the contact page to book a call.