Find out why customers drop off, and what to fix first.
Most work starts with one question: why aren't customers doing what you need them to? Everything is fixed-price and time-bounded. You know the scope and the cost before we start.
Start here: find out why.
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01
Why aren't people signing up?
People find you and show interest, then disappear before they become customers. I go through your website or app the way a new customer would, from first visit to sign-up, and show you where the experience doesn't match the promise and what to change first.
Losing people before they sign up? Get a free review → -
02
Why don't new customers stick?
They sign up, then never get going. I look at onboarding, the first thing they try to do and the messages they get in the first few weeks, then show you where people stall and why. Good for products where sign-ups look fine but active use doesn't.
Sign-ups fine, usage flat? Get a free review → -
03
Why are customers leaving?
Churn has crept up and nobody agrees on why. You've got theories, maybe some complaints in the inbox, but no clear picture. I go through your data, your customer feedback and what your team is seeing, then give you a straight read on what's driving it and what to fix first.
Customers not coming back? Get a free review →
Not sure which one fits? Start with a free 20-minute review.
Further help.
Once you know what's wrong, these keep it fixed.
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04
Set up a customer feedback system
You're collecting feedback somewhere: surveys, support tickets, Google reviews. It isn't reaching the people who can act on it. I set up a simple system that fits your team, with the right questions at the right moments, an owner, and a process so someone follows up when a customer says something's wrong. Takes three to four weeks.
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05
Journey mapping workshop
Everyone on your team has a different picture of what customers go through. We pick one journey that matters, like onboarding, a complaint or a renewal, and map it from the customer's side in a full-day workshop. You leave with a shared map and a prioritised list of what to fix, with the reasoning behind each one. Remote or in person, two to three weeks including the write-up.
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06
Advisory
Sometimes you need someone who's done this work to think alongside you. I work with owners and leaders on a specific customer problem, without a big engagement attached.
How it works.
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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.
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02
Proposal
If there's a fit, I send a short scope note: what I'll deliver, when, and for how much. Nothing complicated.
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03
We start
You approve, I invoice 50% upfront, and we kick off within a week.
Common questions.
What do you actually do?
I work out why customers aren't signing up, sticking around or coming back, then show you what to fix first. Sometimes the problem is in the product: a confusing sign-up, a screen people can't get past. That's UX, user experience. Sometimes it's everything around the product: the emails, the pricing, what people expected before they arrived. That's CX, customer experience. The reason usually sits somewhere between the two, so I look at both.
Why are customers leaving my business?
Usually it's one of a few things: the experience didn't match what you promised, something along the way made it hard enough that they looked elsewhere, or they had a problem and nobody sorted it out. The hard part is that customers rarely tell you. They just leave. Finding out why means looking at your data, your feedback and your process, not just a survey score.
How do I reduce customer churn?
Start by finding out why people are leaving, based on evidence rather than theories. Once you know where the experience breaks down, you can decide what to fix first. The businesses that cut churn fastest are the ones that get honest about what the experience looks like from the customer's side. A conversation is a good place to start.
What is journey mapping and how does it help?
Journey mapping means tracing what your customers go through, step by step, from their side rather than yours. It shows where things slow down, where people drop off, and where what you think happens differs from what does. The output is a prioritised list of what to fix and why, not a pretty diagram for the wall.
Do I need survey data or an NPS score before we start?
No. Most businesses I work with don't have much formal data, and that's often part of the problem. Whatever you've got is a starting point: support tickets, reviews, what your team hears every day. If you do track NPS, it tells you the score but not what's driving it. More on NPS.
How long does it take?
A feedback system takes three to four weeks. Journey mapping takes two to three. The find-out-why work is scoped to your situation, and you'll know the timeframe and the price before we start.
How is this different from hiring someone full-time?
A full-time hire makes sense when you need someone embedded in the business for the long run. This makes sense when you need a specific thing done: a clear picture of why customers drop off, or a feedback system that works. Fixed scope, clear outcome, no ongoing cost. Once it's done, you own it.
Talk to me about your situation.
Thirty minutes on the phone is usually enough to work out whether one of these is a fit. No pitch.
Let's talk