What I do.

Six ways I usually help.

1. 01

   CX Snapshot

   Not sure where to start? This is a fast, independent read on your current customer experience. I look at what you've got, feedback data, NPS scores, support tickets, your onboarding flow, and come back with a one-page view of your biggest risks and where to focus first. Useful on its own. Also the most common starting point before a deeper engagement.

2. 02

   Why are customers leaving?

   Churn is up and nobody can agree on why. You've got theories, maybe some complaints in the inbox, but no clear picture of what's actually driving it. I dig into your data, your feedback, and your team's understanding of the experience. You come out with a short, honest read on what's happening and what to fix first. Not a 60-slide deck. Good for businesses where churn has crept up without a clear explanation, or where you keep losing customers you shouldn't be losing.

   Sounds familiar? Get in touch →
3. 03

   Why aren't people converting?

   People are finding you, showing interest, and then disappearing. The drop-off is happening somewhere between first contact and becoming a real customer, but you're not sure exactly where. I review your acquisition and early experience, map where the friction is, and tell you where the experience doesn't match the promise. You get a clear picture of what's causing the drop-off and what to change. Good for businesses with healthy acquisition but weak conversion, or anyone who's noticed the gap between leads and paying customers is wider than it should be.

   Sounds familiar? Get in touch →
4. 04

   What are customers actually telling you?

   You're collecting feedback somewhere. NPS scores, support tickets, Google reviews. But the insights aren't reaching the people who can act on them, and decisions are still mostly based on gut feel. I set up a simple, working system for capturing and using customer feedback. Not a massive platform implementation. A practical setup that fits your team, has an owner, and actually gets used. Good for businesses sitting on feedback data they're not doing anything with, or anyone who wants customer insight to be a real input into decisions, not just a score on a dashboard.

   Sounds familiar? Get in touch →
5. 05

   Get your team on the same page

   Everyone has a different mental picture of what the customer experience looks like. This full-day workshop brings your team together to map the customer journey, find where it breaks down, and agree on what to fix first. You leave with a shared map and a prioritised list of issues. Not just a day of good conversation. Available remote or in person.

6. 06

   Advisory

   Sometimes you need someone who's done this work to think alongside you. I work with business owners and leaders on specific challenges, without a big engagement attached. Good for anyone navigating a merger, a restructure, or a major change where the customer experience is at risk, and who wants a second opinion from someone who's been inside it.