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How can I help?Customer journey mapping

Reducing customer care costs, increasing customer satisfaction, improving recommendation and advocacy – is all part of Customer Experience Management.

I’ve developed programs where:

  • 95% of CRM programs are automated
  • 50% of acquisition is via referral
  • 99% of customer care is DIY or through the help of a community
  • Reduced existing customer care costs by more than 50%

With over 15 years experience in Marketing Communications, CRM, Retention and Community management – I specialise in setting up communities, self-care, creating efficiency within call center environments, setting up CRM platforms and programs.

Having moved from Customer Experience Director positions I’m now helping businesses by using my practical hands on experience to get them started on their customer experience journey.CRM communications planning

If your business needs practical advice and support to unpick priorities to drastically improve your conversion rates, customer satisfaction and referrals, get in touch.