From understanding customer needs to strategy development and project delivery, I provide end-to-end support for enhanced business performance.
Build your skills and deliver lasting results with my specialist support. And, as a result, customers will:
And you will:
Perhaps you would like to know How A Customer Experience Consultant Can Improve Your Business or The Benefits Of Hiring A Customer Experience Consultant rather than doing it yourself.
To learn more about me and why you can trust me with your team and your customers, visit my personal about page or explore one of my examples of Customer Experience Success.
Understand customer feedback to identify opportunities to improve or develop product, service and touchpoints. Increased satisfaction will lead to increase spending. Reaching out to dissatisfied customers can prevent churn.
Voice of the Customer identifies and fixes the root causes of dissatisfaction. It reducing customer churn and lowers service costs. It can also reduce the costs of customer acquisition.
Actively listening to and acting on feedback shows customers that you value their opinions. It fosters a sense of being heard and appreciated, which builds strong loyalty and advocacy.
Projects focused on optimising products, service and touchpoints create smoother customer journeys. Customers are more likely to remain, spend more, and recommend.
Projects can also build CXM capabilities so that you and your team continuous improve customer experience and deliver a return on your investment.
Streamlining processes and resolving pain points through CXM projects reduces operational costs and the need for extensive customer support.
Improving products, services and touchpoints, and building strong CXM capabilities delivers consistently positive experience and builds trust.
Providing education and action, workshops aka masterclasses inspire teams to innovation and action to improve to increase sales and retention.
I welcome groups from one organisation and multi-organisation groups (typically through accelerators and Growth Hubs).
Empowering teams with the right skills and beliefs reduces errors and improves decision making, lowering service costs. Engaged teams enjoy performance and productivity benefits.
Instilling the need to ‘think customer’ leads to a culture that is more empathetic and drives effective interactions. This builds positive relationships and loyalty.
By providing interim and fractional CXM management, I ensure customer experience remains a priority even when internal teams are stretched or lack specific expertise. By ensuring customers are not forgotten or left behind, I help maintain positive interactions that contribute to sustained revenue generation and a strong foundation for further enhancements. This support is particularly valuable for SMEs and founders who may not have the resources for a full-time CXM role.
My interim and fractional support prevents costly mistakes arising from neglected customer experience, such as increased churn due to dissatisfaction. By proactively managing customer experience, I identify and address potential issues before they escalate. This reduces the need for extensive (and expensive) customer service interventions. Engaging me as either an interim or fractional can be more cost-effective than hiring a full-time CXM manager, especially for businesses in the early stages or those with fluctuating needs.
Your service ensures customers consistently experience positive interactions and feel valued, even when internal teams are focused on other priorities. By providing dedicated CXM oversight, I build a reputation for remembering customers and addressing their needs effectively. What’s more your team become accustomed to considering the customer in their decision making, making customer experience management a habit. This is crucial for building a trusted brand.
Having first meeting Michelle in 2019 and getting to know her and her passion for her business it was only natural for me to want to ask Michelle to work with me when I decided to take my business to the next level. We started with a customer strategy workshop which lasted a whopping eleven and a half hours. Needless to say Michelle is as serious about your business as you are! I walked away from the workshop with great ideas, tools and a good understanding of where I am heading with my business with Michelle’s support.
Looking forward to continuing my journey with Michelle!
Intentional Customer Experience Management is the best lever for sustainable growth. All my work delivers a return on investment, through:
When working with you is easy, customers remember, recommend and remain. What’s more easy journeys cost less as customers need less support.
Intentional Customer Experience Management becomes a habit. One good decision leads to benefits for business, customer and employees. And the next becomes easier. Benefits accrue until considering the customer is a natural reflex, even when times are hard.
Engaging your teams in CXM doesn’t just change customer behaviours. It motivates and empowers your people. Leading to performance and productivity benefits.
Give me 30 minutes of your attention and you will: