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Helping You Manage Customer Experience

If you have a pressing problem or see CXM as a lever to sustainable growth, I can help.

You may have a project that needs some extra support or have a gap in your capabilities that you are not ready to fill permanently.

Projects

Do you have something you want to fix quickly? I can lead or support a project to make a difference for your customers and your bottom line.

Interim

Perhaps you are between CX leaders and need a steady hand for a short period? Or you need leadership for a specific activity – say introducing Voice of the Customer. An interim role gives you stability and results.

Fractional

Are you not yet big enough for a full-time person or not sure what you need from CXM? As a fractional CX Leader, I can design your CXM strategy and roles, then help you recruit and onboard your ‘forever’ team. Or just I can help you move forward over a longer period.

What clients and colleagues say

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, Founding Director
Rolls-Royce Heritage Trust

Michelle knows her stuff and in a half-hour chat she gave me some good suggestions related to customer care, advertising my business, and measuring interaction. This was particularly valuable for me as I handle this side of the business myself, but I am sure that any business of any size would have something that they could learn from Michelle.

Matthew Parry, Specialist Graduate Recruiter

During a brief conversation Michelle showed me the benefits of speaking more regularly with my clients and inspired me to take action.
I now hold regular Technical Business Reviews, which focus on my clients’ business. I give advice that helps them deliver their goals.
Our relationships and trust in my business are growing stronger.

Jonathan Miller, Senior Account Manager
Air IT

I recently had the pleasure of meeting Michelle and from our initial conversation it was evident that Michelle possesses a deep understanding of customer experience dynamics. Her communication skills are exemplary. Michelle has the ability not only to identify areas for improvement but also to offer practical solutions. What truly sets her apart is her passion for the work she does. I wholeheartedly recommend Michelle to any business seeking to elevate its customer relationships and overall success.

Livia Iglodiova, Principal
AIMS Accountants for Business

Visit my case studies page for real-life examples.

Tired of Reading? Let’s talk about you

You have heard a lot about me. But you visited my site to learn about Customer Experience. Why is that?

Maybe you feel something is a little off with your customers. Or have heard how intentional Customer Experience Management benefits so many businesses.

Schedule a free consultation (30 minutes). There’s no obligation and you will end the call with at least one idea to change how you manage CX.

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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