Why do your customers choose you?

I work with business owners to find that out, and to act on the answer.

Book a free discovery call See what you get

You might recognise some of this.

  • Leads aren't converting the way you hope for.
  • You know what you charge. You're less sure what it's worth to them.
  • Customers drop off or go quiet, and you never find out why.
  • Feedback you don't know how to address.
  • You're about to launch something new and you're not sure it will land.
  • You're always working in the business, rarely on it.

Every one of those is a question about your customers, not about how you run the business.

Customers are the part I work on.

Customer experience advice · Melbourne

What I've done

I've done this for well known businesses such as Ford, Air France-KLM, Philips, NRMA and Vodafone. I've helped them understand how their customers perceive them, why they choose them over their competitors, and work out what the next product or service should be.

Not all of it has been at that scale. VMD Interiors, Have-a-Portfolio, Krinos and Wijs were smaller businesses, and they were my own clients rather than someone else's programme.

My patch at a large European bank was commercial banking, which meant sitting down with small and medium business owners, over and over, working out how they actually ran things and where it fell short.

I'm the outside adviser you call about a decision, alongside your accountant rather than replacing anyone.

Small and medium business owners

Is this for you?

It depends on scale rather than on what you do. What matters is that the business is big enough to have staff and small enough that you still make the calls.

Likely a fit

  • You have staff, and you still make every call yourself.
  • The business runs, and you've started asking what is next.
  • You're launching a new product or service and want to know it will land.
  • You're weighing a decision and want an outside read before you commit.
  • You want a clear view of your customer journey, end to end.
  • You want to know what is actually happening, including when that is not what you were hoping to hear.

What I can't offer

  • Legal advice.
  • Company structure.
  • Cash flow, accounting, financials.
  • HR and other operational challenges.
  • Software development and build work.

I run a business and will happily talk about these and challenge your thinking. But I can't give binding advice on them, because that is not where my expertise is.

Book a free discovery call

Thirty minutes, free. If there's nothing worth paying for, I'll say so.

What working with me looks like

The intro call

Free, no obligation.

You tell me what's on your mind and I give you an honest read on whether there's anything here worth doing. If there isn't, I'll say so.

The work

Getting to know your business.

I work through the customer information you already have, then go through it with you. Understanding the pain points, identifying the opportunities.

The Opportunity Map

The findings in one place, walked through with you.

The gaps between how you run the business and how your customers experience it, and what it would take to close them. I walk you through it, and that call is where you decide what happens next.

Next steps

Putting the findings to work.

This is where the findings get implemented, against what you actually need. You may run it yourself. Or I help you work out what kind of capability it takes, and where that sits inside my network I'll introduce you properly. No cold handover.

Optional, never assumed.

The Opportunity Map

What you walk away with

A clear view of where your customer journey works and where it doesn't, and which improvements would move the needle most. What it gives you is direction.

  • How customers actually get to and move through your business
  • The real reason they choose you
  • Where they drop off, and what it costs
  • Effort going into things customers never notice
  • Which opportunity is worth your attention first

What ends up on your Map depends on your business and on what the available insights actually show. I'd rather say that now than promise you a fixed set of answers.

Questions I get a lot

Isn't this just market research?
Market research tells you what customers say. I work out what they actually do, and where that leaves an opportunity you can act on.
Can't I just ask my customers?
Ask, and you get the solution they've already pictured. I look at what they do and what they spend money on instead.
Can't I use AI to do this?
You can, and it will hand you answers in seconds. What it can't do is tell you which of them are wrong about your business. It has never met your customers, it doesn't know which of your numbers are soft, and it writes the same confident paragraph whether the input was solid or thin. Someone still has to decide which answers to test, which to throw out, and where a customer said one thing and does another. That judgement is the work. The questions were never the hard part.
What do I need to prepare?
For the call, nothing. Just some idea of what's bothering you. For the session, I'll send you a handful of starter questions and I'll need two to three hours of your time. Extra customer research is possible, never a precondition.
What if you find nothing?
Then I say so, and you've paid to find out that the thing you were worried about isn't the problem. Cheaper than acting on a hunch.

What are the opportunities to unlock?

Let's find out together. Book a free 30-minute call, no pitch. Half an hour and you'll know where you stand.

Book a free discovery call