About Business Life Support
We help businesses see themselves through their customers’ eyes.
Business Life Support exists to help businesses stop losing customers to a poor customer experience and to help them build the kind of experience that turns customers into advocates.
That usually starts small: a promise that quietly stops being kept, a complaint that got smoothed over instead of fixed, a bad five minutes that could have gone differently, if someone had been watching for it.
We test, review and document what’s actually happening in your business from a customer perspective, not what everyone assumes is happening, and hand back a plan that’s specific enough to act on.
“Twenty years across hospitality, travel and professional services taught me this, businesses forget the basics. They start seeing the customer as a line on a spreadsheet, not the person standing in front of them. Customers don’t remember your systems. They remember how they were treated. Business Life Support is here to fix that.”
– Ed Shute, Founder
The Experience Gap
Every business has two customer experiences. The one you think you are delivering, and the one your customers actually receive. We call the space between them the Experience Gap, and helping you close it is what we do. We measure that gap against six questions, asked from your customer’s perspective rather than yours. Do I feel noticed, heard, confident, valued, respected, reassured. We call them the ‘6 Feels’, and every audit, every test and every training session runs through them.
Why we do this
I’ve been on both sides of bad service – as a customer, and inside businesses that had no idea how much it was quietly costing them. What gets me isn’t a rude staff member or a bad day, it’s a good business, run by people who genuinely care, losing customers over something nobody was watching for.
I think that risk should be visible, not invisible. If a business is going to lose a customer, that should be a decision somebody actually made, not an accident nobody noticed. That’s what Business Life Support is built to change.
— Ed Shute
How we work
Whatever size or shape your business is, we work with you, not around you. You know the business, we bring the outside eye.
We’re based in Sydney, and travel nationally for onsite work. Plenty of what we do, testing, reviews, planning sessions, runs just as well remotely, so location’s rarely a reason not to start.
- Start with a clear read: Most engagements start with the free CX Score. If you already know something’s off, skip straight to a conversation instead, either way works.
- We scope it to what you actually need: Every business is different in size, complexity and in what’s on the line. We agree exactly what’s being tested, and what “done” looks like, before anything starts.
- We test the reality, not the theory: Real CX Testing (mystery shopping), real touchpoints, checked against what’s actually supposed to happen, not just what the process document says.
- You get a plan, not just a report: Findings sequenced by impact, so you know what to fix first, with support to actually implement it if you want it.
- We train your team on the standard: Our customer experience principles, the 6 Feels, sit behind a range of training courses for you and your team.
What we stand for
You can’t fix what you can’t see, and you can’t build a great experience by accident either. It has to be designed, measured, and maintained.
A business that depends entirely on one person isn’t a business, it’s a job with extra risk. That’s why we work across customer experience, business and owner continuity planning, and ongoing support and advisory that keeps you and your business on the right track.
Learn more below.
CX AUDITS
CX TESTING
CX TRAINING
Also available
Not sure where to start?
The free CX Score takes five minutes. Ten real questions, covering both your customer experience and what would happen if you weren’t there to hold things together. You’ll get an instant result, and a clear read on where the risk actually sits.
Or book a call and we will talk through your business and where the help might be useful.