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I help businesses stay strong by delighting their customers

Are you managing customer experience or does customer experience manage you?

Rising expectations

Do rising customer expectations create dissatisfaction for your customers and team?

Disappointing performance

Can you see the impact of dissatisfaction in your revenues and costs?

Missing out

Does your business deserve the advantages won by managing customer experience?

Would you like to enhance your customers’ experience so they buy more and sing your praises?

Support to help you fix and prevent customer concerns, so you can sell more, serve more customers and grow sustainably.

Identify, explore and resolve the problems that make your customers say mneh instead of yeah.

If you would like:

  • quick results from simple actions
  • your team to work together to deliver long-lasting results
  • customers who are superfans

What happens when you work with Delta Swan

Piggy Bank With Piece Missing


We analyse your business, situation and opportunities.

Missing Piece Of The Piggy Bank


We develop a strategy and plan for your business.

The Complete Piggy Bank


I help you implement a seamless solution.

Helping the Rolls-Royce Heritage Trust

Our museum has a strong plan for the future. We are comfortable with the technology, logistics and planning, but felt we needed a steer on how to enhance our customer journey for members of the public.

Michelle gave us a thorough assessment of the activities and emotions would-be visitors go through to learn about and visit us.

She illustrated her feedback with insightful examples during meetings and detailed her findings and recommendations in a professional report.

We couldn’t be more delighted and have built the customer experience into our plans.

Steve Shepherd – Founder Member, General Secretary and Company Secretary Rolls-Royce Heritage Trust, Chair of the Rolls-Royce Power and Propulsion Collection

Saving money and reputation

Reducing Costs

Saving £1.8m, protecting reputation and sales

Just one conversation out of hundreds gave me the clue need to prevent the return of thousands of kettles.

Following my recommendations restored Philips’ reputation with major UK retailers and saved £1.8m over the life of the product.

How I help businesses grow sustainably
Friction hunt
– finding and fixing the issues that make your phones ring and cost you money
Keep going
– introducing tools, processes and methods for continuous improvement
Customer strategy – for businesses that want more
– agreeing and implementing your ideal customer experience

Voice of the Customer tools for SMEs and small corporates

Reduce time spent collecting and analysing data

Get an unbiased interpretation of feedback

Understand customer priorities and their impact on your business

Are you a leader in an SME? Would you like to invest in a tool to help you grow your business by delighting your customers?

If businesses don’t listen to their customers, performance suffers. I give leaders a hand in developing a business their customers love. Because every business deserves the benefits of Customer Experience tools and techniques.

Hello, I'm Michelle Spaul

Michelle Spaul

I know what it is like to worry about losing a customer and see how quickly great businesses can lose their way when customer expectations change.

I work with businesses who are tired of spending more to keep or attract customers.

My expertise in customer experience and change management will help you achieve sustainable growth — even if you think customer experience is fluffy!

Book your free consultation and learn how you can keep up with rising customer expectations.

After our confidential, 30-minute consultation, you will…

  • See a path to using customer feedback to drive product, service and operational improvements
  • Feel confident you and your team can continuously improve
  • Be keen to get ahead of your competitors by using customer ideas to innovate
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