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I help SMEs and small corporates grow sustainably by delighting their customers

Does this sound familiar?

Rising expectations

Are rising customer expectations creating dissatisfaction for your customers and team?

Disappointing performance

Can you see the impact of dissatisfaction in your revenues and costs?

Missing out

Does your business deserve the advantages the big players gain by managing customer experience?

Would you like to enhance your customers’ experience so they buy more and sing your praises?

Smaller organisations can be excluded from Customer Experience Management consultancy and tools by the size and cost of projects. I help you fix and prevent customer concerns so you can sell more and grow sustainably.

My background and skills in change are at your service to identify, explore and resolve the problems that make your customers say mneh instead of yeah.

If you would like:

  • quick results from simple actions
  • your team to work together to deliver long-lasting results
  • customers who are superfans

Then I can help.

Six good reasons to listen to your customers

Happier customers

Protect other customers

Customers inspire innovation

Engage your team

Save money

Make more money

Learn more with this free guide

Saving money and reputation

Saving £1.8m, protecting reputation and sales

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.

Read more about this case study
How I help businesses grow sustainably
Friction hunt
– working with your team to find and fix the issues that make your phones ring and cost you money
Keep going
– introducing tools, processes and methods for continuous improvement, so you keep on getting better
Customer strategy – for businesses that want more
– agreeing and implementing your ideal customer experience. When you design your products, services and service around your customers they buy more and you save money
Tailored services to meet your needs

What happens when you work with Delta Swan

Understand

Analyse your business, situation and opportunities.

Tailor

Develop a strategy and plan for your business.

Implement

Help you implement a seamless solution.

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!

If businesses don’t listen to customers their performance suffers. I show leaders how to develop a business their customers love. Because every business deserves access to the Customer Experience tools and techniques used by the big players.

Find out more about Michelle and Delta Swan

Book your free consultation and learn how you can keep up with rising customer expectations.

After our confidential, 30-minute consultation, you will…

  • See a path to using customer feedback to drive product, service and operational improvements
  • Feel confident you and your team can continuously improve
  • Be keen to get ahead of your competitors by using customer ideas to innovate
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