CX consulting · Michael Howlett · 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.

Customers don't leave randomly. They leave for specific reasons. Finding those reasons, and fixing them, is what I do.

Let's talk See what I do
02 / The problem

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

03 / Why me

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 to help smaller businesses get the same picture of their customers that big organisations spend millions trying to get. Without the big-company overhead.

Read more about me
04 / What working together looks like

Depending on what you need, I can help you:

  1. 01

    Find out why customers are leaving

    Not a deck. A clear picture of what's driving churn and what to fix first. You come out knowing where to focus, not with 40 recommendations and no idea where to start.

  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.

Work is fixed-price and time-bounded. No open-ended retainers. No surprises.

See the full set of services
05 / Free audit

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.

Website and UX review

I look at your site from a customer's perspective: where it loses people, where the message is unclear, where friction is costing you conversions.

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.

No pitch. Just an honest read.

Get a free audit
FAQ

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.

Do you work with small businesses?

Yes. That's specifically who Behaving is for. Big organisations spend a lot to get a clear picture of their customers. Research teams, VoC platforms, dedicated CX leads. Small businesses have the same problems but none of that infrastructure. I make the same kind of understanding accessible without the overhead.

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.

06 / Get in touch

Ready to talk?

Tell me what you are working on. I will get back to you within 24 hours.

Or if you would rather just book a call, go to the contact page.