Helping businesses grow by delighting customers

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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?

How I Can Help

Understanding your Customers

Understand your customers with feedback, customer journey maps and customer personas to identify opportunities to improve satisfaction.

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Meeting Customers’ Needs

Our specialist skills will help you change your products, services and customer touchpoints to earn customer loyalty and advocacy.

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Grow with Customer Experience

Maximise the return on your investment in customer experience. Communicate with customers and reassign staff to value adding roles.

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Supporting Managed Service Providers

Helping Managed Service Providers resolve underlying customer issues using best practice data analysis, workshops and post workshop support.

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Voice of the Customer Masterclass

Customer feedback is a gift, if you know what to do with it. Build and action plant to use the Voice of the Customer to improve products, services and touch points.

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Value Proposition Masterclass

Understanding how to delight your customers is key to Customer Experience and sustainable growth. Build your Value Proposition in this master class.

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If businesses don’t listen to their customers, performance suffers.

I help leaders develop a business their customers love.

Because every business deserves the benefits of Customer Experience tools and techniques.

What happens when you work with Delta Swan

Discover

We analyse your business, situation and opportunities.

Tailor

We develop a strategy and plan for your business.

Implement

I help you implement a seamless solution.

Hello, I'm Michelle Spaul

I know what it’s like to worry about losing customers and have seen how quickly amazing businesses lose their way when customer expectations change.

I work with businesses who are tired of spending ever more money to attract customers.

My expertise in customer experience and change management will help you achieve sustainable growth.

Get to know me and how I can help you

The [Value Proposition] session was so informative and Michelle provided me with so many excellent ideas and resources to look at. She gave me pointers on how to challenge the current messaging, focusing on the value we are providing to our customers and keeping in mind our target audience. Not only was the session very useful, it was also a lot of fun.

Jagroop Bagary, Senior Business Analyst & Product Manager at TechFINIUM

We have a small Team at Team Defence Information and we really appreciated Michelle’s experience and guidance.

Phil Williams, Managing Director at Team Defence Information

I engaged Michelle to write my marketing materials and got so much more. As well as coaching me in my new business, she created my website, managed my GDPR, helped me get to grips with LinkedIn and recommended great people when she couldn’t do the job herself – like my new IT wizard. I don’t know where I would be now if Michelle hadn’t given me a kickstart into marketing my business – thank you.

Anonymous Client

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

Schedule your free consultation with me today