Business owner ranked as best customer experience consultant

Customer experience consultant (CX) and business owner Michelle Spaul (pictured) from Delta Swan has been recognised as one of the UK 's leading CX professionals by CXM (Customer Experience Magazine).

For the second year, she is the highest placed independent consultant.

An annual award CXM Stars:Professionals celebrates the work of individuals who dedicate their time to improving CX and business performance.

Successful businesses actively manage their customer experience to retain customers and earn loyalty. But smaller organisations can rarely afford the time and investment needed to add the customer 's perspective to their decision making and organisational design. Bespoke services help these businesses gain the benefits enjoyed by larger organisations.

As consumers and business customers see the benefits of buying from businesses that put them first, the importance of intentionally managing CX grows and a positive reputation has become a pre-requisite for most buying decisions.

Customer Experience Consultant, Michelle, explained that customer experience is often the result of designing internal processes and systems without considering customer needs, which results in customers feeling pain every time their journey switches from one department to the next.

She said: “Covid has merely accelerated a change in customer behaviours. At every stage of their journey customers compare us with best experience they have had and they expect to be able to complete their interactions with a minimum of fuss.

“Whether it is a lack of information during their research or a poor after sales service, customers see experience as a key factor whether they are buying the first time or deciding to try a competitor. ”

To discuss how your business manages customer experience, contact Michelle Spaul, Customer Experience Consultant, Delta Swan, on 07949127999 or [email protected], or visit the Delta Swan website https://customerexperienceconsultant.co.uk.