See your business through your customers' eyes
You know your business inside out but your customers don’t. Their experience starts long before they walk through the door, make an enquiry or buy from you and it doesn’t necessarily end when they leave.
I review the complete customer journey from an outside perspective, looking at what it’s really like to discover, choose, visit and interact with your business.
Through a three-part Customer Experience Review, I identify what’s working, what could be getting in the way of a great experience and practical opportunities to improve customer satisfaction and create an experience people want to come back to.
01 Online - Before the visit
I put myself in the position of a potential customer and review the journey from discovering your business online to deciding whether to visit, enquire or buy.
Depending on your business, this can include your website, Google presence, social media, reviews, booking or enquiry process, pre-visit information and communications.
02 In person - The customer experience
Through a mystery visit, I review the journey with fresh eyes, from arrival and first impressions through to the environment, service, communication, accessibility, facilities, signage and the smaller details that can have a surprisingly big impact on how an experience feels.
03 Aftercare - What happens next?
A customer walking out of the door doesn’t have to be the end of their journey with you. I review what happens afterwards from follow-up communications and opportunities to provide feedback, to review requests, ongoing engagement and reasons to return.I look at whether you're making the most of a positive customer experience once it has happened.
What you'll receive
Once I’ve completed all three stages, I bring everything together into a clear, practical Customer Experience Report.
You’ll get an independent view of the complete journey, highlighting:
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What you’re already doing well
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Friction points, gaps or areas of confusion
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Opportunities to improve customer satisfaction
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Quick wins that could make an immediate difference
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Longer-term recommendations to strengthen the customer journey
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Opportunities to encourage repeat visits, recommendations and positive reviews
Who it's for?
This service is particularly valuable where business owners, head office teams or regional managers are not present at every location and want an independent view of the customer experience. Below are some examples of the types of businesses I usually work with.
Holiday and Caravan Parks
Hotels and Hotel Groups
Visitor Attractions
Restaurant and Hospitality Groups
Leisure and Tourism Businesses
Multi-site Operators
Why work with me?
Most mystery shopping providers focus on what happened during a visit and most marketing consultants focus on what happens before a customer arrives. I look at the complete customer journey.
With more than 10 years' experience in marketing, communications and customer service, I help businesses identify the gaps between what they promise customers and what customers actually experience.
Get in touch
Sometimes the answers aren't obvious from inside the business. An independent perspective can help uncover opportunities to improve customer satisfaction, loyalty and repeat business.
Get in touch by filling in the form.
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