Every touchpoint is a chance to keep a customer or lose one.

We find the moments quietly costing you customers, and help you fix them – every day, and when the unexpected happens.

Customer experience audits, testing and training, for businesses that want to know what their customers actually experience.

We uncover the moments quietly costing you customers, strengthen the experiences that keep them coming back, and make great service consistent. Whoever’s on shift, and whatever the day throws at you.

Does any of this sound familiar?

  • Have you ever walked in your customers’ shoes?
  • Is the standard you set six months ago still the standard today?
  • Are customers disappearing without telling you why?
  • Would two customers calling on the same day get the same answer?
  • Are competitors winning customers you thought were yours?
  • If the lights went out on a Saturday morning, would the team know what to do without ringing you?
  • If you were unreachable for a week, would your team know what to do?

If any of that’s ringing a bell, that’s exactly what we’re here for.

The Experience Gap

Every business has two customer experiences: the one you think you’re delivering, and the one customers actually receive. We measure the gap between the two, because that’s where customers are won, or quietly lost.
We measure it against six questions, asked from your customer’s side rather than yours: do I feel noticed, heard, confident, valued, respected, reassured. We call them the 6 Feels.

Every review starts with the same question: what’s supposed to happen here? Then we test whether it actually does, in person, on the phone, and online.

How we help

Three connected areas. Enter through whichever one matches where the pressure is right now, there’s no required order.

CX AUDITS

Find the gaps

From a free five-minute CX Score to a full CX Interrogation. An outside, evidenced look at where customers are hitting friction, and what it is costing you.

CX TESTING

See what customers see

Real interactions with your business, on the phone, online and in person, tested against what is supposed to happen. Included in every audit, or available on its own from $119.

CX TRAINING

Close the gap

In-person and online programs that teach your team to deliver a consistent standard, whether you have done an audit or not.

BUSINESS & OWNER CONTINUITY

Protect the business

Every disruption becomes a customer experience. A power outage, a supplier falling through, or you in hospital. Plans your team can pick up and run with, and plans your family could use if you are the one who is out of action.

ONGOING SUPPORT & ADVISORY

Keep improving

An audit is a point-in-time read. Recurring CX Testing, feedback tracking and a standing advisory relationship keep the standard from quietly slipping back once it is set.

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.

What our clients notice

“The owner wanted to know how customers were actually experiencing their service – not how staff assumed they were. A structured review identified specific gaps in consistency and communication, giving the owner a clear, honest picture and practical starting points for improvement.”

Food Service Business

“Working with Ed gave us a clear picture of exactly where our gaps were in our customer journey. We found ways we could improve and the changes implemented over 90 days have been significant.”

Sarah, retail business owner

“I had years of ideas about where I wanted to take the business and plenty of ‘what ifs’, but no way to get them out of my head and into something useful. Ed helped me work through all of it – the structure, the direction, the continuity plans. For the first time it was all on paper and actually made sense.”

John, tennis centre owner

Ed Shute, founder of Business Life Support

Meet Ed Shute

“I’ve seen good businesses lose customers because nobody noticed what customers were experiencing.”

Twenty years across hospitality, travel and professional services taught Ed this: customers remember how they were treated, not the systems behind it. He founded Business Life Support to help owners see what their customers see, before it costs them the next customer.

BLS Insights

Practical insights on customer experience, business continuity and the gaps that quietly cost businesses their customers.

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