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How to grow by delighting your customers

Intentionally managing Customer Experience can be as simple as fixing issues that cause churn, poor reviews and higher costs to serve. That alone will improve your ability to grow.

Some organisations go further and use Customer Experience Management as a lever to sustainable growth. Businesses benefits range from higher Lifetime Value (LTV) to reducing the cost of acquiring new customers.

Wherever you are a founder keen to grow, an established business considering an investment in CXM or a CX professional who could use a hand, I will tailor a service to meet your needs.

Which service do you need?

founders

CX for Founders

Impress investors, build customer into your culture and enjoy sustainable growth by understanding their customers, meeting their needs and building CXM capabilities.

CX Leaders

Helping you Manage CX

My CX Management services help you where you need help – stakeholder engagement, building a business case, introducing new capabilities or fixing an stubborn problem…Perhaps you need a hand with a project, or have a capability gap that an interim or fractional could fill?

Voice of the Customer or customer listening

Voice of the Customer Services

I can help you get to grips with a pressing customer issue. Or we can build your skills and systems so you listen to customers, take action and deliver amazing business results.

Business in growth

Mentoring

The expectations placed on CX professionals are always high. My mentoring programmes give you the space to explore your challenges and generate solutions. When you need more I can offer suggestions and examples from my experience.

Wake up to the Power of Customer Experience

With thoughts and ideas each month to help you delight your customers and deliver amazing business results.

What clients and colleagues say

I had the pleasure of working with Michelle as my mentor for 6 weeks earlier. In that short time, I gained invaluable insights and learned so much from her wealth of experience.

Michelle is an exceptional mentor – she is encouraging and supportive, while also challenging me to think critically and step outside my comfort zone. She tailored our sessions to focus on my specific development needs and goals. I appreciated how she shared concrete examples and stories from her own career journey to illustrate key lessons.

Some of the areas I gained greater understanding in through our work together include project management, client relations, and strategic planning. Michelle’s calm demeanor and practical advice helped me become more confident in tackling new responsibilities.

In addition to being a thoughtful mentor, Michelle demonstrates tremendous leadership abilities and Her communication style is open, transparent, and considerate.

I am grateful to have learned from such an accomplished and inspiring role model like Michelle. Her mentorship had a tremendously positive impact on my skills and mindset in a short period of time. I unequivocally recommend her for any mentoring or leadership role.

Olumide Jones Training Design, Learning and Development Manager
Reddington Hospital

Visit my case studies page for real-life examples.

My commitment to you

Whichever service you choose, my commitment to you is to understand and meet your needs. In other words, I practice what I preach.

Here are six reasons to work with me…

  • Your business is special, your needs are unique. Don't settle for 'off the peg'.
    • My approach is always fresh; I am always learning, with a constant eye on the latest developments as well as taking lessons from every job. I understand that you will rely on me to help you delight your customers and grow sustainably.
  • You know change is inevitable, but don't know where to start or how to bring your team with you.
    • With a wide and varied career history, I know how to plan change and make it stick. I understand people, the way they work, how they respond to change and what gets them up in the morning.
  • The success of your business lets you live your dreams. You want it to be around for a long time.
    • I'll never forget why you are in business. Whether you are refocusing your business or fixing a broken product, I will help you build a solid business case. Then together we will deliver a project to give you a return on your investment.
  • You are not sure what kind of help you want - advice, guidance or hands-on.
    • I can lead the charge, embedding your new ways of working. But only if that is what you need. You may prefer doing things for yourself, leaning on me for a friendly ear and advice.
  • I recognise where you are on your CX journey and build solutions for you.
    • We'll start with the tools to improve your customer experience and engage your team. Then, as you feel more comfortable, we can think about strategy.
  • It's not just me!
    • For larger engagements and areas outside my expertise, I bring in trusted partners. You get a team using their skills to delight you and your customers.

Schedule your free consultation and learn how to harness the power of CXM to grow your business

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

  • See a path to product, service and touchpoint improvements
  • Feel confident you and your team can continuously improve your customer experience
  • Be keen to get ahead of your competitors by delighting your customers

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