SERVICES
Ready to elevate your experience?
Journey Mapping
Through research, interviews with stakeholders and/or customers we will determine your customer's current journey complete with customer listening touchpoints, moment of truth identification, and areas of improvement.
Survey Design & Implementation
A full review of needs to determine what types of surveys. you'll need, where to introduce them, and most importantly how to act upon them. Survey outsourcing and analysis also available.
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Often bundled with Journey Mapping and/or Integration projects.
VOC/E Program Creation & Guidance
Don't have a VOC/E program? Let's fix that! We'll review your current needs and create a cohesive, scalable VOC program that helps you to engage with your audience, reduce churn, increase revenue and elevate your overall experience.
CS / CX Strategy & Analysis
Have programs in place already, but feeling stuck on how to move the needle in your customer success and customer experience orgs? We'll review the data you already have and create solutions that stick.
Customized Training
Let's talk training! From basic customer support training to customized training that fits the needs of your various operations teams and customers.
Ideation, Strategy, Innovation
Not sure what you need, but you know a change is necessary for growth? Let's get creative and think outside the box! We can also bring in an expert of CS, CX, operations, and data analytics in my network.
About Susan
Susan has been a CX leader for over 15 years, with experience in a variety of industries including SaaS/Software, telecom, hospitality, and healthcare.
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Leading a customer support team many years ago, Susan saw a need for change within her company and fully switched gears into experience management. Since that time, she has proven her value and expertise through careful research, implementation of programs, training, and more.
TESTIMONIALS
"I’ve been lucky enough to work with Susan twice and I would jump at the opportunity to have her on my team a third time. Susan has an incredible passion for improving both internal and external customer experiences. Her energy and get-stuff-done attitude translate that passion into concrete impactful progress."
Justin Nelson
CEO / Founder / Operations Executive
