Customer experience
Your customer's journey, mapped and fixed
From the moment they find you to long after they buy. I go through every touchpoint one by one, tell you which ones subtract and in what order to fix them.
Free audit · 30 minutes · No sales pitch
The problem
Nobody looks at the whole journey
- Marketing looks at acquisition, sales looks at closing and whoever answers looks at incidents. The customer, meanwhile, lives one single experience made of pieces that never talk to each other.
- The form, the WhatsApp, the confirmation email and the follow-up call are handled by different people, with different criteria and nobody watching the whole.
- When something breaks in the middle, you never find out. The customer does not complain or leave a review: they just stop being there.
None of those failures is serious on its own. Together they are your conversion rate.
What you get
Four concrete deliverables
The map of your journey
Every real touchpoint in your business, in order, exactly as a customer lives it. Not a theoretical diagram: yours, with what you have running today.
Where you lose people
The points that subtract, tested one by one from the outside, with no logged-in session and no warning. With screenshots of what happened.
A prioritised fix plan
Ordered by impact and effort. What I handle, what your team can solve and what is better left alone for now.
The base templates
Out-of-hours auto reply, confirmation email, company signature and waiting messages. Written and ready to use.
How it works
Four stages, no surprises
- Kick-off session One hour. You tell me how a customer reaches you today and what happens next. Nothing to prepare.
- Cold run I go through your business as any customer would: I fill in the form, message you on a Friday evening and ask for a quote. All documented.
- Map and findings I hand you the full map with the points that subtract and the prioritised plan, and we go through it together.
- Fix and handover We execute what we agreed. I leave you the templates and the way to keep it running without me.
Who it is for
I would rather tell you before we start
It makes sense if
- You already have customers and what you want is for them to come back and recommend you.
- You are 1 to 10 people and each of you runs a channel on their own.
- You sell something where trust weighs more than price.
- You would rather fix what you have than rebuild it from scratch.
It does not make sense if
- What you want is just a new website. That is a different service and it has its own page.
- You want pure acquisition without touching anything that happens after the sale.
- You already have someone dedicated to customer experience in house.
- You do not have customers yet. With no real journey there is nothing to map.
Before you ask
What people usually ask me
How long does it take?
Between 3 and 6 weeks, depending on how many channels you have open. The map and findings are usually ready in the second week.
Do I need to give you access?
Not for the cold run: I do it from the outside, exactly as a customer would. For the fixing stage, only the access you decide to give.
What if the problem turns out to be my team?
I tell you. Often what is missing is not a tool, it is someone being clear on who answers on Saturday. That is not solved by buying software.
Can you work with my current agency?
Yes. I mark what needs to change and why, and I do not mind who executes it as long as it gets executed.
How much does it cost?
It depends on the number of channels and on whether we only map or also fix. The free audit is there to scope it before talking money.
Where do we start?
What decides if they
come back is not the sale
We start with what you already have. 30 minutes, no deck and no pitch: you tell me how a customer reaches you today, and I tell you where they are dropping off and what I would fix first. If there is nothing to fix, I will tell you that too.
Get my free audit