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Helping business leaders fix the issues causing customers to leave. Because it costs less to keep customers than find new ones.

Is your market changing? Do competitors serve their customers differently? What reputation does your business have? Do customers buy once then leave? Are you competing on price? Are your sales and marketing costs spiralling? Do you know what your customers really think of the experience you deliver?

Michelle Spaul

How I can help

  • Do you need an impartial set of eyes to understand what your customers experience?
  • Would pulling your teams together to create a seamless experience?
  • Do you dread asking your busy people to take on yet another responsibility?

My services

How my experience helps

I have worked in customer-facing projects within and across most functions from software design to commercial. This helps me understand conflicting priorities and bring people together across functional divides.

My leadership style comes from years of experience of change, as the recipient, team member and leader. I can be hands-on or coaching; share my knowledge and experience or motivate your team to teach me something new.

Recently I was allocated 8th position with the Customer Experience Magazine 2021 award, that’s pretty good for a young business if I do say so myself.

See my recommendations on LinkedIn.

Grow with Customer Experience

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

Understanding Your Customers

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

Meeting Customers’ Needs

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

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.

Supporting Managed Service Providers

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

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.

Consulting support that helps

Want to find out more about The Consultancy Experience?



I will get to know your business and team and only recommend changes that make sense to you.

save money

Return on Investment

Tired of blue skies and theory – I implement sustainable, value-adding change.

engage your team

Change management

Hands-on support to help you and your team adopt new ways of working.

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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