An investment in Customer Experience is an investment in…

Deeper insights

Lower churn rates

Happier customers

More fulfilled employees

Outside CX Leadership

As an outside Chief Experience Officer, I coach CX teams through the priorities in front of them, while keeping eyes on the horizon and the big picture of the customer journey at scale.

Today’s fires often keep us from thinking about tomorrow’s efficiencies. Especially as early startup employees!

 

Let your team focus on keeping all the balls in the air

Your team has a lot on their plate to keep customers happy and successful. This makes it hard to focus on scaling ops. Let me focus on that!

 

Get scaled & experienced leadership at a fraction of the cost

Working together at the scale you need keeps costs reasonable when you’re not at a scale that can justify a full time CX leader.

 

How We Succeed Together

  • Journey and Touchpoint Mapping

    More than just building out customer personas and high-level journeys, we map all of the touchpoints your customers go through to identify what’s currently driving success and what’s causing friction or drop-off. We then create action-plans for the team to execute.

  • Communication and Support

    You need to talk to your customers, your customers need to talk to you, and you need to listen well. But as you scale, how do you ensure you can do this efficiently? We’ll identify the channels you need to work in and the tools that best serve that channel, as well as put together scalable operations.

  • Ongoing CX Management

    Customer Experience isn’t just a couple of projects that get built and then abandoned to run on their own. We develop processes for management, measurement, and iteration on all aspects of the Customer Experience.

  • Internal Accountability

    None of this means anything if the whole team isn’t on board, and if there isn’t a plan in place to stand it all up and keep doing things with your new insights. We’ll ensure the team understands the value of customer centricity, and make sure there are processes built into all key aspects of operations.