Fix the experience. Keep the customers.

Most businesses spend far more acquiring customers than keeping them. That's where the money leaks. I work with businesses to fix the experience so customers come back, spend more, and tell others.

Three packages. Fixed scope. Clear outcomes.

What I offer.

Each package is designed around a specific outcome. You know what you're getting before we start, and there are no retainers or open-ended advisory arrangements.

  1. 01

    Journey Mapping

    You pick a customer journey that matters. Onboarding. A complaint. A renewal. I map it end to end, from the customer's perspective. Where things break, where they slow down, where people drop off or give up. Then you get a prioritised list of what to fix and why.

    What you walk away with: A clear picture of where your experience is failing, and what to address first.

    Best for: Businesses that know something is wrong but aren't sure where the problem actually sits.

    Timeframe: 2 to 3 weeks
  2. 02

    VoC System Setup

    Most businesses either don't collect customer feedback at all, or they collect it and nobody acts on it. This sets up a simple, closed-loop feedback system that runs and produces something useful. The right questions, asked at the right moment, with a process so someone actually does something when a customer tells you there's a problem.

    What you walk away with: A VoC system that has an owner, a process, and a reporting format you'll actually use.

    Best for: Businesses that want to know what customers think and want a process that goes beyond collecting scores.

    Timeframe: 3 to 4 weeks
  3. 03

    CX Operating Rhythm

    CX only improves when someone is paying attention to it consistently. This package gives your business the cadence, governance, and reporting to make that happen. One full-day workshop to establish where you are and what needs to change. Then the design work to put a rhythm in place: meetings, reporting, ownership, escalation.

    What you walk away with: A system where CX has a home. Someone owns it, it gets reviewed, and improvements don't rely on one person remembering to care about it.

    Best for: Businesses where CX is technically everyone's responsibility, which usually means it's nobody's.

    Timeframe: Workshop in week 1. Deliverables within two weeks of that.

How it works.

  1. 01

    Discovery call

    Free, 30 minutes. We talk through what's going on in your business and whether I can help. No pitch. If I'm not the right fit, I'll say so.

  2. 02

    Proposal

    If there's a fit, I send a short scope note: what I'll deliver, when, and for how much. Nothing complicated.

  3. 03

    We start

    You approve, I invoice 50% upfront, and we kick off within a week.

Why Behaving.

I'm not a consulting firm. I'm one person who has spent years doing this work inside real organisations. I know what it looks like when customer experience is done well and when it isn't.

What I bring is practical experience, not a methodology. I don't have a trademarked framework. I have a good eye for what's breaking and a clear head for what to do about it.

If you want to understand where that comes from, read a bit more about my background. I also write about CX. If you want to get a sense of how I think before you book a call, read some of that first.

Common questions.

Do I need to have data or research ready before we start?

No. Most businesses I work with don't have much formal data to hand. That's often part of the problem. Whatever you've got is a starting point. Support tickets, NPS scores, anecdotal feedback from your team. We work with what's there and fill in the gaps.

How is working with Behaving different from hiring a full-time CX person?

A full-time hire makes sense when CX is a permanent, ongoing function that needs someone embedded in the business. These engagements make sense when you need a specific thing done: a clear picture of why customers are leaving, a feedback system that works, a governance structure that sticks. Fixed scope, clear outcome, no ongoing cost. Once the work is done, you own it.

How long does a CX consulting engagement take?

Journey mapping takes two to three weeks. VoC system setup takes three to four weeks. The CX Operating Rhythm has a workshop in week one and deliverables within two weeks of that. All engagements are fixed scope, so there's no ambiguity about when we're done. Book a discovery call to talk through which one fits.

Book a free discovery call.

Thirty minutes, no obligation. We'll figure out together whether one of these packages makes sense for your business.

Book a call

Or email me directly: michael@behaving.co