I believe that great brands are about great customer experiences. I provide a variety of services to help you grow your business and delight your customers.

[Michael’s] capacity to analyze the nuances of branding and the entire customer experience has contributed greatly to my product development and delivery.
— Dr. Scott Francis, Advance Leadership

SERVICES

Qualitative Research
Your big data is missing something: human insight and emotion. Only qualitative and ethnographic methods can yield the non-rational thoughts and motivators that go beyond making incremental improvements to designing game-changing experiences. I can lead focus groups, interviews, customer intercepts and ethnographic studies. Alternatively, I can design your overall research program including quantitative and qualitative.

But don't Take my word for it. Check out this TED talk showing how looking at big data alone spelled doom for Nokia. 

Customer Feedback Programs
You need to hear what your customers really feel about you, and conducting an annual survey is not enough. You need to blend social media comments, inbound call centre logs and primary research to get a true understanding of sentiment. As Jeff Bezos of Amazon said, "Your brand is what customers say about you when you're not in the room."

I can help you design and run closed-loop feedback programs that demonstrate attentiveness and responsiveness to your customers.

Experience Audits
The best starting point is to understand the current strength of the experience you provide. For small-medium businesses I offer a 1-day customer experience audit. Clients receive a scorecard outlining high points and gaps within their offering and recommendations on how to improve.

 
 

Maturity Assessments
For larger organizations, I can assess the maturity of the company with respect to its CX practices. I use a customer assessment framework grounded in a blend of various third-party models, including Forrester, Temkin Group and Strategic Horizons.

 
 
 
 

Customer Experience Design
Service design is the application of design thinking to innovate or improve services to make them more useful, usable, desirable, efficient and effective. It is an emerging field focused on creating well thought through experiences that effectively communicate your brand message.

I apply a four-step process to fully understand the experience you are currently delivering, work with your teams to co-create possible solutions, apply rigorous testing to ensure the right option is selected and then help your teams apply change management practices to ensure an improved experience is implemented smoothly. I call it the E4 process.

 
 
When you have two coffee shops right next to each other, and each sells the exact same coffee at the exact same price, service design is what makes you walk into one and not the other.
— 31 Volts Service Design, 2008

Other services I provide:

Strategy & Marketing
Most small business owners do something well - that's why they got into business in the first place. I can help with the high-level planning and thinking so that they can get on with the work that generates revenue. This includes branding, value proposition, and marketing strategy and planning.

Business Development
I love to help businesses find new sources of revenue. This can include developing target markets, segmentation, improving proposal writing and even resume writing for project teams.