See the ROI: How CX Projects Deliver Tangible Business Results
You can deliver value with Customer Experience Projects in three ways.
- Fix customer issues that are hurting your business (for example, reduce churn and sales headwinds)
- Empower your team to deliver exceptional customer experiences (e.g. improve response times and become proactive)
- Create products, services, and touchpoints your customers love and will stick with
I’ve described each method below. But if you are ready for a chat, get in touch.
Fix Customer Issues
Every business has some dissatisfied customers. Every business has some churn. Both are inevitable.
But when dissatisfaction becomes a trend. Or churn exceeds sustainable levels. Then targeted CXM projects can make the difference. Projects deliver value by resolving negative outcomes and empowering your team. My approach is threefold:
- Retain. Identify and retain customers facing similar issues, directly combating churn
- Contain. Stop other customers experiencing the same problem, directly combating churn
- Resolve. Build and implement solutions to prevent recurrence and further churn, leading to cost reductions
If your team needs strategic insights, hands-on support or project leadership to tackle these challenges, I can help.
Beyond directly addressing dissatisfaction, CXM projects also build essential skills and inform the design of better products, services and touchpoints.
Because my ultimate goal is to empower you with the skills to manage these challenges yourself.
Boost Customer Rentention With Targeted Projects
Retaining existing customers is crucial for sustainable business growth. These projects focus on key areas to improve customer loyalty and reduce churn.
- Fix: Identify and resolve issues for individual customers and systemically reduce churn and dissatisfaction
- Empower: Select and implement tools that support your team as they manage customer
- experience effectively, leading to improved retention rates
- Create: Inspire innovation across products, services and touchpoints to create more value and ‘stickiness’ for customers
- Empower: Build a compelling vision for customer experience and enable your teams to deliver it consistently, fostering customer relationships and loyalty
- Create: Map the customer journey to understand customer frustrations and business impacts, enabling targeted interventions to improve retention
- Empower: Empathise to deeply understand your customers’ needs. Then proactively prevent future issues, build stronger connections and reduce reasons for them to leave
- Create: Build, test and enhance new aspects of the customer journey with a focus on reducing painpoints and increasing customer satisfaction
Empower Your Team To Deliver Exceptional Customer Experiences
Without intention, Customer Experience becomes a matter of chance and leads to churn and missed opportunities to create better experiences.
With services from tool introduction to achieving peak CXM maturity. I always have an eye on tangible outcomes. Together we can:
Cultivate CXM capabilities. Let’s build efficient and effective CXM practices that engage your entire team. We’ll establish strategy, skills, processes and technology. I’ll lead workshops and masterclasses to introduce CXM concepts and breakdown departmental barriers. We’ll deliver lasting results. We’ll develop the capabilities you need whether that is fixing a customer issue, building an outside-in perspective or creating a new experience.
Tailor CXM Tools to your needs. Understanding your specific needs is key to using CXM tools well. Whether it’s suggesting a Value Proposition is more appropriate than the Voice of the Customer. Pausing a journey map when immediate action is needed or consolidating feedback and customer data to provide stronger insights. My goal is to provide what truly benefits you.
Define CXM ownership. Put robust CXM frameworks in place so your team can use their judgement and take responsibility. We’ll include metrics, objectives, responsibilities, knowledge-sharing, and support for your teams. I want to give you the full power of Customer Experience Management and remove the burden of managing multiple, uncoordinated CXM Projects.
Designing Products, Services and Touchpoints
We will flip your perspective to see through your customers’ eyes and ensure you meet their needs and create products, services and touchpoints they love and stick with.
By analysing your customer journey, we will agree the best approach from your customers’ viewpoint. You may need a few simple tweaks or a complete overhaul. For early stage businesses, I’ll help you craft a seamless journey from scratch.
When designing products and services, I work with your design and project teams. Together, we’ll understand and satisfy customer needs.
This proactive approach weaves the customer into your decision making process, giving you more opportunities to design ‘right first time’ and avoid the costs of dissatisfaction and change.
Would you like to test the waters with a CXM workshop?
Projects require a commitment and you might not be ready for that yet. If you feel that way, consider a Customer Experience Management Workshop focused on understanding your business from your customers’ point of view instead.
We can start to explore your customers’ needs and perspectives with a workshop focusing on:
- Voice of the Customer, understanding and addressing customer frustrations
- Customer Journey Mapping, identifying negative customer experience outcome – such as churn
- Empathy Maps and Personas, getting into the hearts and minds of customers to truly understand their needs
- Value Propositions, responding to customer needs with a description of the value you create
- Your CXM North Star, a vision showing how and why you manage customer experience the way you do
CXM workshops kick start the cultivation of CXM capabilities while inspiring targeted action.
Do you need a bit more than a project?
Projects are defined activities with a start and end point. Sometimes you need something a little more open-ended that responds to your ever-changing situation and needs.
You might need someone who brings an independent viewpoint and listens to customers and your team alike.
I help clients manage Customer Experience. I will give you the tools to manage Customer Experience for yourself. Whether you want to fix customer issues, empower your team or create experiences your customers love.
My job is only done when you have the confidence and skills to manage Customer Experience without my support.
What clients and colleagues say
Thanks so much Michelle for all of your work pulling together the Enscite Customer Feedback report, it was a big ask with such short notice. We are so pleased with the final report, and all of the work you did in engaging with our customers to get their feedback . The workshop you did with us around improving our customer journey was invaluable and the output of this is something we are able to share with our customer facing teams at the University to help us better support the businesses we work with. Thanks again, and I hope we are able to work together again in the future.
Visit my case studies page for real-life examples.
Working with me means
- Getting the support of an experienced leader of change. One who brings a can-do energy and inspiration to embrace new perspectives and take action.
- Digging deep to understand what you need and create the right outcome
- Working collaboratively to engage, excite and motivate your team
- Defining opportunities, building solutions and enhancing your Customer Experience
- Delivering long-lasting business performance
- Engaging with the ideas and concerns of stakeholders to leave everyone happier
Let's talk about you
Give me 30 minutes of your attention and you will:
- Understand why customers are not behaving quite as you would like
- Learn how to stop the cycle of surveying customers without seeing meaningful change
- Be ready to lay a robust customer foundation for your new business venture
- See how to develop a clear strategy to address customer dissatisfaction and drive loyalty