Customer Experience (CX)
Find it. Test it. Fix it.
Three ways to see your business the way your customers do.
Your customers are forming an opinion every time they deal with you. On the phone, on your website, standing at your counter at 4pm on a Friday when you’re short-staffed.
Most of that happens without you seeing it. Not because you’re not paying attention, because you can’t be everywhere, and because nobody tells you when they’ve quietly decided not to come back.
The Experience Gap
Every business has two customer experiences: the one you think you’re delivering, and the one customers actually receive. The gap between them is where customers are won, or quietly lost.
That gap is what we exist to close. Everything below is a different way of getting at it – finding where it is, proving it’s real, and giving your team what they need to close it.
Three ways we can help
These aren’t steps in a sequence. An audit doesn’t have to come before training, and training doesn’t need an audit first. Start with whichever matches where the pressure is right now, most businesses end up wanting more than one.
CX Audits
Find the gaps
CX Testing
See what customers see
CX Training
Close the gap
The same six questions, whichever way you start
Audits, Testing and Training all measure the same thing: whether your customers feel noticed, heard, confident, valued, respected and reassured.
We call them the 6 Feels, and they are the Business Life Support Customer Experience Principles.
Six questions, written from customers perspective rather than from what the business intends. That difference matters more than it sounds, because you can meet a service standard while a customer still feels ignored.
In a CX Audit, every touchpoint is scored against them. In CX Testing, they are what a real interaction gets measured on. In CX Training, they are what your team learns to ask themselves.
Each question begin with – “Do I…”
Feel
Noticed
Feel
Heard
Feel
Confident
Feel
Valued
Feel Respected
Feel Reassured
Not sure which one you need?
The free CX Score is the fastest way to find out. A handful of honest questions, an instant result, and a clear read on where the risk actually sits. No sales pitch attached.
If you’d rather just talk it through, book a call and we’ll work out the right starting point together.
FAQs
Frequently asked questions
The three streams cover different ground, and it’s not always obvious which one fits. These are the questions people usually ask before they choose.
Still have a question in mind? Contact us directly!
Where should I start?
If you’re not sure, the free CX Score. It’s a handful of honest questions with an instant result, and it’ll point you toward the right next step. If you already know something’s wrong and want it looked at properly, start with a CX Audit. If you know exactly what’s wrong and it’s a team consistency problem, start with Training..
Do I need an audit before training?
No. They’re independent. An audit makes training more targeted, since you’re fixing things you’ve proven are happening rather than what you assume. But plenty of businesses come to us for training alone, and that’s a perfectly good place to start.
What’s the difference between CX Testing and a CX Audit?
CX Testing is a real interaction with your business – a phone call, an online enquiry, an in-person visit – scored against what’s supposed to happen. An audit is broader: it covers your whole customer journey, and CX Testing is one of the methods used within it. Testing is also available on its own if that’s specifically what you need.
Do you work with businesses outside Sydney?
Yes. We’re Sydney-based and travel nationally for onsite work. A lot of what we do, testing, assessments, training delivery, runs just as well remotely, so location’s rarely a reason not to start.
What size business is this for?
Any size, in any industry. The approach works anywhere customers interact with your business. What matters more than size is whether you’re open to hearing that something might not be working.
How much does it cost?
It depends what you need. The CX Score is free. Self-guided options start from $349, expert-led audits from $950, and CX Testing on its own from $119. Training is priced per program. Every paid option is listed with its price on the relevant page.
What framework do you use?
The 6 Feels, our Customer Experience Principles. Six questions asked from the customer’s perspective, covering whether someone feels noticed, heard, confident, valued, respected and reassured. Every audit scores against them, every test measures against them, and every training session teaches them. For complaints we use REBOUND, a seven step framework for turning a problem into a customer who stays.
Still have a question?