Enabling you to make loyal fans of your customers so they never want to leave you

 
 
 
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Creative Customer Experience Strategies for increased Sales, Growth, Retention and Satisfaction

Passionate about helping you and your teams develop a Customer-Centric Mindset and Culture that aligns with your business goals.

Most businesses have a great customer mindset; however, translating that into customer success and great customer experience can be a bigger challenge. I help make that transition easier for the business, employees and customers by developing a customer strategy that fits with your culture, business goals and solutions. I can support you and your teams whilst you implement your strategy or give you the framework and structure to do it yourselves.

I love working with people who want to make a positive difference to their customers and people without compromising the commercials!

 

Over 40% growth in customer retention & a 65% increase in sales of professional services annually for 7 consecutive years.

“As part of her role as Head of Customer Care at Essential Computing, one of Emma’s key responsibilities was the management and development of our 300+ customer base. Year on year Emma achieved and exceeded targets set for her and was an important part of the overall success of Essential during her time here. On behalf of Essential, using her consultative approach along with her natural ability to get the best out of people and be the voice of the customer, Emma was able to form strategic and trusted relationships with customers and colleagues alike significantly improving our customer success and experience. She is positive, self-motivated, driven and collaborative in her approach to her work and has successfully led and delivered on many pivotal projects. I really enjoyed working with Emma and I would highly recommend her.”
— Dave Kellet – Technical Director at Essential Computing
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Voice of the Customer Programmes

Customer feedback programmes are vital for understanding your customers' challenges and future aspirations.

VoC programmes give you evidence based insights with verbatim feedback to reinforce your findings. Using these findings, you can increase connection, trust and loyalty with your customers, increase retention rates and reduce churn.

You will be confident on where to target future investment in product/service development and know which aspects of the customer journey to tweak.

Consultative Sales Training Sessions

Are you and your teams engaged enough with all your customers? Do you know there is further sales opportunity within your customer base, but lack the skills or confidence to ask?

With a background in consultative sales and SPIN selling, let me help you increase conversions and customer life-time value and loyalty.

You'll get skills to build need, cross-sell, upsell and develop your valuable customer relationships, with enhanced emotional intelligence training. We will also cover how to handle customer objections and soft calls to actions.

 

Business Management Solutions Service

Implementing client management solutions, such as Dubsado, will help you easily go the extra mile for your customers, whilst streamlining your customer experience; all in one place.

Client management systems allow you to automate the process of onboarding, obtain signed contracts, send proposals, questionnaires, feedback forms and emails – all designed to help free up your time and enable you to focus on what you do best.

We’ll review your customer journey and touch points and make any necessary adjustments, before mapping out the best journey with the right workflows for your customers and business. I will then go away and set everything up for you.

Business and Wellbeing Retreat

"Aligning passion with purpose: Empowering you to step into your business potential" – a one day retreat for business owners.

Part 1 includes the nourishing practice of yoga and yoga nidra, helping us to reconnect with our authentic selves and feel grounded, enabling us to have increased clarity on our vision and strategy.

Part 2 delves into the action plan where you are the CEO in your business. We'll create an effective plan of action for implementing your vision and strategy.

The retreat ends with a short mindfulness practice so you can leave feeling calm but energised and ready to start implementing!

 
 

Interested in working together?

Book a free 30-minute discovery call to chat through your requirements and see if we’re a good fit.

 

 

When you’ve seen huge growth and don’t have the capacity to focus on your customer experience strategy, it can seem a huge task.   

Maybe there are some processes you know need tweaking. Maybe you want to ask for feedback from customers so you can improve how you do things. Maybe you know there is more potential for growth within your customer base but you just don’t have the customer account management capacity.

We all want to save costs and increase customer retention and loyalty, right?

That’s where I can help.

A key aspect of great custom experience and their success is automation of certain functions and having workflows and processes behind activities so that there is organisational chain reactions and feedback loops. This happens behind the scenes making sure the customer is looked after. Having someone objective, with 25 years of experience of marketing and customer account management, will help you identify where the chinks in the armour are, implement new processes and projects that really make a difference.

I've worked with many different types of organisations from public sector NHS trusts to private sector organisations, SME through to large corporates. Customers have included; BP, Airbus, Boots Walgreen, Capita IT Services, Allen & Overy, GOSH, H+K, Nottinghill Genesis Housing, Social Care Wales and Coventry & Warkwickshire NHS.

Working together, I can help you and your teams implement a customer management strategy that will improve your customer experience, help grow sales, save money and increase customer loyalty.

We’ll work together through on-line meetings, workshops and project plans to implement those strategies but also, if required, I can help by getting involved in doing the work and support you on that journey. I’m flexible and have a home office so you don’t need to find me a workstation!

My transparent, consultative and collaborative approach to working means it’s all about asking lots of questions, listening, understanding and taking action. I value honesty, inclusion and mutual respect. I keep on track with project planning and structure. 

I thrive on building authentic long-lasting relationships with my clients, their teams and customers.

 
 
“I worked with Emma over a number of years before moving onto another company and role, but during that time Emma was a pleasure to work with. Always a fantastic representative for Essential computing, she would go above and beyond in terms of customer service and ensuring that projects ran smoothly and that I as a customer had information, resources or billing information I required. Very reliable, extremely professional and fantastic asset to have on meetings and calls to provide reassurance with a positive and upbeat outlook, would not hesitate in working with her again in the future should the opportunity arise!”
— Lee Fairmaner – Microsoft Teams Specialist
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“Enabling you to make loyal fans of your customers so they never want to leave you" 

In 20 years of marketing and sales experience within the tech industry I've learnt that the key to success is valuing your people and customers and making sure they are happily engaged. Ensuring your customer journey is the best it can be from start to finish, understanding who your customers are, building strong relationships will mean your customers are loyal and business profitable. 

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Curious, creative, self-motivated and the mindset of continual development and growth’ combined with compassion, I value developing strong connections and relationships with everyone I work with.  I take a consultative and human approach to sales, operational change and improving the customer experience.

My people first approach, and interest in the role of emotional intelligence in Customer Experience and employee engagement makes me an ideal choice if you care about your people and customers and the relationships you build with them.

Happiest when I am getting under the skin of the customer experience, understanding human behaviour and translating that into organisational change and a customer service strategy.

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I love to empower teams to improve processes and get excited about delivering consistently great customer service. Seeing businesses increase revenue and increase the lifetime value of their customers is very rewarding! 

In winter, you can find me cooking & baking or snuggled on the sofa, fire on, with my cat and a good book. In the summer, I am wild swimming or exploring new places and experiences with my family.


 

 
“Working with Emma was fantastic. I found her as someone with great experience and deep knowledge of business solutions. Emma truly wants the best for her customers, and cares deeply about helping them wherever she can. Her hands-on approach to customer success & account management, combined with her genuine and caring personality won her the respect of the team and her customers alike. Emma is loyal, insightful and independent and will find a way to weather any storm with a smile. She is a credible person and I will always hold her in the highest esteem”
— Luke Cottam – Senior Sales Exec at HubStor
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Contact

Interested in working together?

I would love to hear from you!

Fill out my contact form or book a complimentary 30-minute discovery call.

I aim to respond to all enquiries within two business days.

Alternatively, you can email or call me.

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