What I do.

I work with businesses on CX strategy and systems. Most engagements start with a conversation about what isn't working.

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. Good for businesses where churn has crept up without a clear explanation, or where you keep losing customers you shouldn't be losing.

    Churn going up? Let's talk →
  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.

    Losing people before they convert? 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. 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.

    This is what the VoC System Setup package delivers as a fixed-scope engagement.

    Collecting feedback but not acting on it? 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, with the reasoning behind each one. Available remote or in person.

    This is what the Journey Mapping package delivers as a fixed-scope engagement.

  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.

Common questions.

Why are customers leaving my business?

Usually it's one of a few things: the experience didn't match what you promised, something in the journey created enough friction to make them look elsewhere, or they had a problem and nobody resolved it well. 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 your NPS score.

How do I reduce customer churn?

Start by understanding why people are actually leaving. Not theories, evidence. Once you know where the experience is breaking down, you can prioritise what to fix. The businesses that reduce churn fastest are usually the ones that get honest about what the experience looks like from the customer's side, not the internal version. A conversation is a good place to start.

What is journey mapping and how does it help?

Journey mapping is the process of tracing what your customers actually experience, step by step, from their perspective rather than yours. It shows you where things slow down, where people drop off, and where the gap between what you think happens and what actually happens is biggest. The output is a prioritised list of what to fix and why, not a pretty diagram to hang on the wall.

How do I set up a Voice of Customer (VoC) system?

A working VoC system has three parts: you ask the right questions at the right moments, the answers get to the people who can act on them, and when a customer tells you something is wrong, someone actually does something about it. Most businesses have the first part wrong, are missing the second, and have no process for the third. Setting it up properly takes about three to four weeks. Book a call if you want to talk it through.

Why isn't our NPS improving even though we're tracking it?

Tracking NPS tells you the score. It doesn't tell you what's driving it. If the feedback isn't getting to the people who can fix things, and if there's no closed-loop process to follow up when someone scores you badly, the number moves around but nothing changes. NPS is only useful if it's connected to action.

What's the difference between collecting customer feedback and having a VoC program?

Collecting feedback means you have a survey or a review page. A VoC program means the feedback has an owner, it goes somewhere useful, and it actually influences decisions. Most businesses have the first. Very few have the second. The gap between them is where most of the value sits.

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