Consulting.

We provide specialist CX training, consultancy and advisory services to small and medium size enterprises.

Our Offer

Customer Start posses the expertise to build the necessary systems and processes from scratch or simply refine those already in place.  We accelerate our clients level of CX maturity, utilising those skill-sets and resources within the organisation wherever possible and offering ours when needed.

• ​Full advisory and consultancy solution for your business to help you improve Customer Experience and enhance levels of customer centricity
  
  
• An extensive suite of training modules which can be delivered in-house, remotely or at an offsite location
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Fractional Advisory

A fractional CX advisor provides senior-level expertise without the need for a full-time salary, National Insurance contributions, pensions, or other employment costs. This means you can direct your investment into delivering better experiences for your customers.

​Whether you need guidance on a specific project, part-time leadership, or short-term expertise, a fractional advisor works on your terms. Our support is fully customised to your business’s goals and timelines.

Some example areas we can assist with.

• Designing your Customer Service promise
• Assessing your current service and experience
• Customer Service Improvement
• Customer Centricity & Culture
• Strategic Customer Experience 
• Customer Insights and Surveys
• Metrics and KPIs
• Tools and Technology
• Customer Retention and Growth
• Improvement projects

We are available to provide your business with expert support and guidance from as little as one day per month with no commitments up to and including assisting you with upcoming or ongoing projects. Contact us for more details.

Contact us

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Specific Consulting Services

Customer Experience Strategy

It's more than just creating a strategy, it's about winning hearts and minds to generate world-class customer centricity backed by a solid vision and plan. Something that your entire organization can buy in to and see where they can make a difference to your customer's experiences.

Customer Start can help you: -

• Create a bespoke customer strategy tailored to your organisation.
• Build a Clear customer proposition and statement
• Devise your company values and key objectives
• Understand your 'Why' and you need to get to

Voice of the Customer (VoC)​

Listening and learning from your customers is a must have for any business. Actionable insight and intelligence is what drives a continuous improvement mindset within your business and can act as a key differentiator and innovation engine for your business.

Customers who feel your truly listen and care about their experiences and opinions will feel valued, help build trust and become advocates for your business leading to greater revenue through repeat purchases, referrals and recommendations. 

Customer Start can help you by: -

• Assessing your current approaches to listening and offer improvement advice
• Building a bespoke listening approach for your business
• Run your entire 'Voice of the Customer' programme and provide ongoing direction on where to focus your improvement initiatives for maximum return on your investment. 

Customer Service​

Customer Service is one of the most critical parts of your customer journey as this will often represent the highest volume of interactions with your company/brand. This is also the key as your customers need your help and can be the biggest detractor or promoter for your business.

Customer Start can help by: -

• Assessing your current customer service operation and offer advice on where improvement is needed
• Look at your data to ensure you are able to learn about the root causes for contact to mitigate
• Ensure staff are empowered to provide exceptional service
• Identify automations to save time
• Advise on self-service and AI possibilities
• Look at your key processes to find efficiencies
• Identify opportunities to provide proactive service rather than reactive through communications

Customer Relationship Management

Managing ongoing relationships with your customers in an effective way helps to ensure customer retention while building trust and advocacy for your business. 

Customer Start can help by :-

• Assessing your current approaches to relationship management (Customer success, account management)
• Building a bespoke approach for your business to maximize retention, trust and advocacy​
• Looking at your communications approach and offering improvement advice
• Ensuring you have the right data at hand to recognize key customer milestones
• Implementing relationship metrics such as 'Net Promoter Score' (NPS)
• Understanding the value and importance of monthly recurring revenue, key clients and churn rates

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CX Catalyst

Our CX Catalyst is a fixed price service that can help to identify opportunities for quick improvement

• Online assessment tool – enables Customer Start to identify areas of the business that would benefit most significantly from our intervention
• An Introduction to Customer Experience (unlimited attendees) – delivered by our globally recognised expert we present to your team why CX is now considered critical in the modern business
• Q&A – utilising prior research on the organisation and the results from the assessment tool we will probe further with a selection of your team to gain an in-depth insight into how the organisation currently interacts with its customers
• Quick Wins Report – after meeting with the team we will undertake a detailed review to produce a prioritised list of Quick Wins for your team to implement in-house, at a pace set by yourselves
• Check-in – we provide an opportunity to have any queries answered to help overcome any barriers or stumbling blocks during implementation ​

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£900 + VAT
​For organisations outside South Wales a travel supplement will be applied

Contact Us