I help SMEs and small corporates grow sustainably by delighting their customers
Does this sound familiar?
Six good reasons to listen to your customers
Saving money and reputation
Challenged to improve the returns rates of kettles, I quickly identified a large category of ‘no fault found’ with the words – ‘wrong colour’. The kettle only came in one colour, so everyone assumed a mistake somewhere along the line.
I spoke with lots of people and learnt nothing more until a chance encounter in an appliance store. “That kettle is dingy”. Along with a raft of technical, communication and design changes, I recommended changing the colour.
Philips made an early colour change and our returns rate more than halved, saving £XX over the life of the product and passing good practice onto future products.
What happens when you work with Delta Swan
A recent client
Our museum has a strong plan for the future. We are comfortable with the technology, logistics and planning, but felt we needed a steer on how to enhance our customer journey for members of the public.
Michelle gave us a thorough assessment of the activities and emotions would-be visitors go through to learn about and visit us.
She illustrated her feedback with insightful examples during meetings and detailed her findings and recommendations in a professional report.
We couldn’t be more delighted and have built the customer experience into our plans.
Steve Shepherd - Founder Member, General Secretary and Company Secretary Rolls-Royce Heritage Trust, Chair of the Rolls-Royce Power and Propulsion Collection
Hello, I'm Michelle Spaul
I know what it is like to worry about losing a customer and see how quickly great businesses can lose their way when customer expectations change.
I work with businesses who are tired of spending more to keep or attract customers.
My expertise in customer experience and change management will help you achieve sustainable growth — even if you think customer experience is fluffy!