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The secret value of listening to your customers

improve sales – reduce costs

Boost your customer experience

What makes Delta Swan great

Our approach is always fresh, you can be sure Delta Swan will respond to your needs, not a playbook. And we are always learning, with a constant eye on the latest developments as well as learning lessons from every engagement, we understand that you will rely on us to deliver a new way of working with your customers that genuinely boost your customer experience.

With a wide and varied career history, Michelle brings insight about people, the way they work, how they respond to change and what gets them up in the morning. Every one of our solutions is rounded with change management, communications and ways of making change stick.

Nor do we forget why you are in business. Whether you are refocusing your marketing or fixing a broken product, we will make sure you have a solid justification for change. Then we will plan and deliver an implementation activity to make sure you see a return on your investment.

If that is what you need. You might just need a coach to help you through some tricky decisions…

Customer journey mapping

Customer journey mapping and data analysis to pinpoint issues and identify associated costs.

Value proposition development

Value proposition development and communication to bring focus on the customer (also generates some great marketing assets).

Process development

Process development, workflow design and process improvements to build robust systems to manage customer experience.

Identify opportunities

Customer interviews and survey to identify strengths and weak spots in customer experience and opportunities for future development

Build social evidence

Customer interviews and survey to generate case studies and testimonials

What is customer experience?

Customer experience is the sum of the interactions a customer has with your organisation from burgeoning awareness to ending your relationship. Some people write that experience is how the customer feels. I disagree. For me, the experience is what happens and customer perception is how the customer feels.

The benefits of an awesome customer experience

Good customer experience is central to a sustainable, robust business model and a poor experience will, sooner or later, guarantee failure. Of course, we are human; we don’t focus on the long-term all that well, not when there are short-term benefits to be had. So, we need to appreciate the more immediate benefits of great customer experience. In the simplest of terms, they come in the form of improved sales and reduced costs.

How to manage your customer experience

You need three things to get going on managing the experience of your customers:

  • A map of the customer journey
  • A good understanding of how your customers perceive their experience
  • Now, think that through. No single team or individual can gather, let alone make sense of, all that information. You need shared accountabilities too.

How I have helped others

Reduced Product Returns By 60% - Saving £600,000 Per Year
Reduced product returns by 60% - saving £600,000 per year

Promoted cross-functional collaboration to address customer satisfaction issues

Refocused suppliers on customer requirements - recovering project

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