Customer Experience

When people talk about Customer Experience, they often think of Journey Mapping - it's one of the most illuminating and productive parts of any customer experience project. When I run journey mapping sessions I involve people from across the business as much as possible. I map the journeys from the moment the customer needs something you offer through to the time when they are recommending to others or considering another purchase.

These sessions bring people together and they help everyone to understand their part and why changes are needed.

Customer Growth

Are you and your teams engaged enough with all your customers? Do you know there is further opportunity within the customer base but lack the capacity to just get on the phone? With a background in consultative sales and SPIN selling, let me help you increase the customer life-time-value & loyalty by cross-selling, upselling and developing your valuable customer relationships.
Having a clearer view of opportunities & desires within the customer base, will help you make better business decisions about where to focus your sales and marketing resource, as well as future growth areas.

Customer Service

We all need to go the extra mile to help customers and colleagues, loyalty to a company is key to both retaining your customers and your employees as well as nurturing those relationships to get the most out of them.
This might mean tweaking aspects of your customer communications, sales and support processes, customer documentation and knowledgebase, referral and feedback programmes or starting from scratch with a fresh strategy across the business that matches your culture and branding.

This work helps to develop a customer service strategy the whole company can get behind.

Customer Retention

Customer feedback programmes are vital for getting to know your customers better and help them feel valued & heard. Benefits include but not limited to chance to understand where processes can be improved and resources should be focused alongside identifying what you are doing well. Working with your renewals and sales teams I take a deep dive into the renewals & support process to analyse the retention rates and ways you can reduce churn.

I open up conversations about knowledge base, feedback and feature request as well as a review of your contracts, ‘how to documents’ and SLAs, customer community.