CUSTOMER
EXPERIENCE
From your logo and tagline to your website and shop window, from customer service and product handling to reviews and recommendations, it's all about Customer Experience, and you must be on top of it at all times.
To make it easier to allocate services, I've grouped them into several sections below.
You might need all services from one section, or a combination of services from different sections — and that's more than okay. My services are modular and adaptable to your specific situation - like magic!
You can always email me or schedule a free 20-minute chat. I'm always looking forward to creating new, impactful Customer Experiences together!
WHAT I CAN DO
for you
CUSTOMER JOURNEY
With Customer Journey service, we'll help you step into your customer's shoes and see the world through their eyes. Together, we'll identify key moments, uncover pain points, and pinpoint opportunities to wow them at every turn. We'll refine their journey to deliver seamless, intuitive experiences that leave them coming back for more.
With data-driven insights, creative problem-solving, and a sprinkle of Milo's magic, we'll turn your customer journey into a success story worth sharing.
— Customer Journey Mapping (identifying touchpoints and pain points, journey steps and stages, goals, etc.)
— Customer Personas (customer base analysis, customer segmentation, preferences, channels, etc.)
— Actions and Emotions (identifying roadblocks and opportunities, analysing feedback and sentiment, etc.)
— Tracking and Evaluation (analytics reports, feedback collection venues, aggregation, ongoing revision, etc.)
— Additional materials and guides, as per your specific needs (upon agreement)
CUSTOMER SERVICE
With Customer Service Excellence service, we’ll help you build a service culture that’s proactive, empathetic, and unforgettable. From crafting efficient processes to empowering your team with next-level communication skills, to diving into techniques for managing difficult interactions with grace and confidence.
With practical strategies, human-centered training, and a touch of Milo’s magic, we’ll elevate your customer service and brand reputation to excellence.
— Service Differentiation Strategy (service delivery analysis, benchmarking, gaps identification, goals, etc.)
— Effective Business Communication Training (process basics, channels, messages, tone, best practices, etc.)
— Call Center & Remote Support Service Excellence (verbal and online communication, effectiveness, call steps, etc.)
— Retail & Hospitality Service Excellence (professional attire, communication, interaction steps, profiling, etc.)
— Miscellaneous solutions as per your need (facilitator training, knowledge repository, resources, etc.)
CUSTOMER ENGAGEMENT
Engaged customers aren't just loyal—they're advocates. With Customer Engagement Strategy service, we'll help you create meaningful connections that keep your audience coming back for more. Through personalized content, interactive campaigns, and community-building initiatives, we'll ensure every interaction adds value and builds trust.
With thoughtful planning, innovative approaches, and a little Milo's magic, we'll turn casual customers into lifelong fans of your brand.
— Context identification (analysis of critical touchpoints, opportunities, strategy planning, goals, etc.)
— Active Feedback Collection (channels, data tracking and reporting, action plan, etc.)
— Behaviors and Advocacy (engaged role modeling, campaigns, communications, storytelling, etc.)
— Proactive Engagement (offer personalization, high-value offer identification, communication plan, etc.)
— In-person and Online Events (event schedule, planning, logistics, communications, creative materials, etc.)
CUSTOMER LIFECYCLE
With Customer Lifecycle Management service, we’ll help you master every stage of the customer relationship. We’ll identify the touchpoints where you can add value, streamline your processes, and create strategies to nurture leads, retain customers, and maximize lifetime value - to make every stage of their journey as impactful as the first.
With strategic planning, actionable insights, and a dash of Milo’s magic, we’ll help you manage customer relationships that grow stronger over time.
— Lifecycle Analysis - Stages Identification (roadmap analysis, touchpoints, tracking system, CLV, goals, etc.)
— Awareness & Acquisition (analyzing stages, identifying opportunities, creating an enhancement plan, etc.)
— Conversion & Post-purchase (analyzing steps, identifying hooks, creating an enhancement plan, etc.)
— Loyalty & Retention (analyzing stages, identifying value-driven offers, creating an enhancement plan, etc.)
— Miscellaneous solutions for any challenging situation you might be in (upon agreement)
COMPLAINT MANAGEMENT
With Complaint Management service, we’ll help you turn challenges into opportunities to shine. We’ll design a structured approach to handling complaints efficiently, train your team to respond with confidence, and uncover patterns to prevent recurring issues. Every complaint is a chance to show your customers how much you care!
With clever solutions, actionable strategies, and a touch of Milo’s magic, we’ll transform complaints into loyalty that stands the test of time.
— Complaint Management Strategy (current state and baseline analysis, opportunities, goals, etc.)
— Policies and Practices (clear definitions, availability, handling process, internal vs. external, training, etc.)
— Reporting Channels and Processes (guides, system implementation, automation options, FAQs, etc.)
— Acceptance and Investigation (tracking and documentation, responsiveness, accountability, etc.)
— Resolution and Response (objectiveness and fairness, communications, timeliness, effectiveness, etc.)
... AND MORE
The Crand Experience approach affects many aspects of your business and manifests in countless situations where you or your company might find yourself.
If you can't find the right service or solution on this page, let's discuss your challenge. I might be able to help, but if I can't, I will gladly refer you to someone who can.
86%
50%
77%
62%
of customers are willing to pay more for a better customer experience.
of customers will choose "word of mouth" as a top recommendation source.
of consumers by from the brands who share the same values as they do.
of customers say they share their bad customer experiences with others.
WHAT I WON'T DO
for you
Not that I can't. I would not, since my time is better spent with you rather than on tasks like:
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Customer Service Contract or Terms of Service Writing
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Communications or Newsletter Writing
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Social Media Awareness/Engagement Campaigns
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Customer Service Center outsourcing
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Independent Complaint Investigation and Resolution
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Customer Management Tool/CRM Implementation
Instead, I work closely with individual contributors and niche teams of experienced professionals who are my long-time trusted partners with the same Customer Experience magic in their work.
This means you can still receive all these deliverables through the Magical Milo offering, either by having me navigate the process, manage the relationship, and represent your interests, or by having me recommend the right contact for the task at hand.
STILL NOT SURE?
Legit. Let me help you make the right decision for you or your situation.
If you can answer any of these questions with a Yes, then we have some exciting topics to discuss!
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Are you struggling to attract the right customers for your products or services?
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Is the majority of your customer base made up of one-time buyers?
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Would you like your customers to get excited whenever they interact with your brand?
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Are there any bumps on the road down your customers' journey?
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Do you think your customer service could be more effective?
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Do you need to include some new products or services, but are not sure which ones?
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Did you figure out which ones, but are unsure how?
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Is it taking you too long to get from brand to profit?