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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

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.

And I offer four styles of service to help you achieve your goals, regardless of how much time you have or how comfortable you are with the ideas and methods behind Customer Experience.

What happens when you work with Delta Swan

My CX Projects, Sustaining CX Programmes and CX Consulting are built around three phases so we enhance Customer Experience and maximise your benefits.

Understanding Customer Needs

Understanding your customers

We can only delight our customers when we understand them and their needs.

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Meeting your customer needs

Adjusting, re-designing or designing new products, services and touchpoints to meet customer needs.

Earn ROI small icon

Earning a return on investment

When we invest in customer experience management our time and money must be repaid.

The best things come in small packages

CXpresso is a small and powerful email shot, with a few thoughts and ideas each month to help you grow by delighting your customers.

Expect links to my articles, great third-party posts, podcasts and webinars and subscriber exclusive content.

And ask me questions. I'll answer in posts, articles and videos.


I took part in a group webinar Michelle presented some weeks ago which was absolutely brilliant. Michelle has fantastic energy, really knows her area, and has a ‘nutshell’ way of explaining it, setting off epiphanies in my head. The session was jam-packed with information but in bite-size pieces that were super easy to digest and put into a plan of action moving forwards. Michelle also kindly offered me a follow-up call which was a 1-1 and discussed my exact pain points in the same fashion, again, offering a small but invaluable piece of time where I now feel completely supported and ready and rearing to go. Thank you again!

Emma Austin, Project Manager at Luv4 Marketing

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

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