Turn client experience into retention.
From a focused audit to an embedded partnership, every engagement is built to sharpen the experience that keeps your clients, not just to hand over recommendations.
Client Experience Audit
A structured read on where your client experience breaks. I look at the platform itself, at what your clients are telling you (qualitative and quantitative), and at what your team sees from the inside, then map the gaps that quietly cost you retention. You get a prioritised, evidence-based list your team can act on straight away.
What's included
- Expert review of the platform and its key client flows (onboarding, activation, core journeys)
- Client feedback, qualitative and quantitative (support tickets, session data, surveys, analytics)
- Stakeholder interviews across the teams that shape the experience
- Gap analysis: where the experience breaks and where it costs you clients
- A written report ranked by impact and effort, plus a working session with your team
Best for
Teams that sense the experience is losing clients but need an evidence-based read on where and why, fast, so they can act instead of guess.
Timeline
2 to 4 weeks from kick-off to delivery
Deep-dive Consulting
Where the audit maps the whole picture, consulting goes deep on one pain point. We take a single problem that is costing you clients, dig into why it is happening, and build the strategy and plan to fix it, working alongside your team rather than handing over a document and leaving.
What's included
- Scoping session to define the pain point and what success looks like
- Deep research and analysis into what is driving it
- A clear strategy and plan (framework, journey map, or strategy doc)
- Working sessions with your team to pressure-test and refine
- Follow-up support as you put it into practice
Example projects
- • Untangling a specific drop-off or churn driver
- • Mapping the end-to-end client journey
- • Designing a retention playbook
- • Building a client experience metrics dashboard
Timeline
4 to 6 weeks depending on scope
Embedded Partnership
Ongoing access to a senior client experience partner, working alongside your team month to month to help them build, ship, and keep improving. Three tiers depending on how hands-on you need me. Every retainer carries a minimum commitment of 3 months, after which it continues month to month with 30 days notice.
Async advisory for teams that need expert guidance without ongoing sessions.
- Unlimited async Slack/email access
- Strategic input on CX decisions
- Monthly written check-in
- Ad-hoc review of flows, copy, designs
For teams that want regular strategic sessions plus async support.
- Everything in Momentum, plus:
- 2× 60-min strategy sessions/month
- Proactive CX roadmap input
- Prioritised quarterly planning
Embedded partnership for teams that want hands-on client experience leadership week to week.
- Everything in Accelerate, plus:
- 4× 60-min sessions/month
- Sprint-level involvement
- Team training & knowledge transfer
- Quarterly CX health audit