Customer Experience Design Customer experience consultancy
Customers judge you on the whole path, not on your ad. We walk it as they do, find where it breaks and give your team fixes it can use straight away.
For owners and managers who suspect service, not marketing, is what loses customers.
You pay to get customers in and lose them afterwards.
Acquisition budgets grow while repeat business stays flat. Reviews mention slow replies, unclear delivery, staff who contradict each other. Each department sees only its own part, so nobody owns the whole path.
The first step is to experience it: message the business as a customer, call, order, return something. The gaps are usually ordinary and fixable: a reply template, a delivery update, a missing step in a handover. Small fixes, made in order, tend to beat a big redesign.
Where this applies
- Online stores and delivery
- Clinics and appointment services
- Restaurants and retail
- B2B account handling
- WhatsApp and call handling
What you get
You get a customer path map, mystery shopping, a touchpoint review, a feedback and review flow, a service blueprint and scripts with a short list of quick wins.
Customer Path Map
A map of the steps a customer takes from first contact to repeat purchase, with what they do, feel and need at each one.
Mystery Shopping
Mystery shopping across your WhatsApp, calls, website, branch or delivery, with notes on what actually happened.
Touchpoint Review
A review of each touchpoint: response speed and tone on WhatsApp, how calls are handled, how the branch or delivery feels.
Feedback & Review Flows
A simple way to ask customers how it went and to invite good reviews, plus how to handle the complaints that come back.
Service Blueprint
A blueprint that shows what the customer sees and what your team does behind it, and where handovers break.
Scripts & Quick Wins
Scripts, message templates and a short list of fixes you can make this month, ordered by effort and effect.
Customers like you, but do not come back?
Send your business, the channels customers use and what they complain about. We reply with questions and a scoped quote.
How it works
Step 1: Understand
Your service, your customers and your complaints, plus a look at reviews, chats and call handling.
Step 2: Test
We experience it as a customer would, across channels, and map what we find.
Step 3: Design
Fixes, scripts, templates and a feedback loop, agreed with the people who deliver the service.
Step 4: Hand over
A walkthrough with your team, the materials ready to use and a plan to check what improved.
Strategy work
See all work
Project or retainer?
Questions
How much does a customer experience project cost?
It depends on scope: the number of channels and locations, how much mystery shopping, and whether you want scripts and training materials. We quote a defined scope after a short brief.
What is mystery shopping?
We contact or visit your business as an ordinary customer, record what happens and report it. Your team is told this will happen in general terms, and reports focus on process, not blame.
Will you train our staff?
We write scripts, templates and a short guide, and walk your team through them. Longer training programmes are scoped separately.
Can you improve reviews?
We help you ask happy customers for reviews and respond well to bad ones. We never buy or write fake reviews, which platforms prohibit.
Do you set up software?
No. We work with the tools you already have, such as WhatsApp Business, your CRM or helpdesk, and suggest changes inside them.
How is this different from branding?
Branding is how you present yourself. Customer experience is what the customer actually goes through. The two should match.
How fast will we see improvement?
Reply and script fixes show quickly. Repeat purchase and review changes take longer. We set expectations in the plan and do not promise results.
Do we own the materials?
Yes. Maps, templates and scripts are yours, and ownership is in the proposal.
Tell us how customers reach you.
A short note is enough: what you sell, the channels you answer on and the problem you see. We reply with questions and a scoped quote.
More specialist services
Each one stands alone, and they work together on a single brief.
Got a brief?
Tell us what you are making and when it has to ship. We will take it from there.