Customer Experience Mentoring

Customer Experience Mentoring
Michelle Spaul
Michelle Spaul
Customer Experience Consultant
Delta Swan

Sometimes a business is making great strides with Customer Experience but needs a little advice or a friendly ear. CX Mentoring helps you explore Customer Experience in your environment, developing ideas and plans. We can work 1-2-1 or in groups.

Typical benefits
• A listening ear. No judgement.
• You will get the support you need when you need it.
• A fresh perspective on your challenges and opportunities.
• Broader skill sets, confidence in your practice and material changes in your Customer Experience.

No two mentoring conversations are the same, so we start by agreeing your desired outcome.

Then we explore the subject. I listen to you and ask questions Sometimes we will take diversions picking up points of concern as we go along. I may give suggestions but prefer to help you think through your situation and opportunities.

Often these discussions cover topics which support Customer Experience. These include:
• Communications and Engagement.
• Project and Programme Governance.
• Stakeholder Engagement.
• Change Management and Project Management.

There is no fixed number of sessions. When you need me, we can talk.

CX Mentoring can include:
• Helping you sit back and organise your thoughts.
• Answering specific Customer Experience questions.
• Exploring and building on your ideas.
• Influencing your wider team to develop customer centred thinking.
Michelle Spaul
Michelle Spaul
Customer Experience Consultant
Delta Swan
With 30+ years in industry working with household names like Rolls-Royce and unfamiliar giants such as Allied Signal, I built broad business experience and skills which mean I have knowledge in many areas such as product / service design, commercial and leadership. But listening is my primary skill, sure I have ideas, but I am much more interested in helping you direct your business the way you want to. Whether you come to me as a potential mentee or client, I will work collaborative with you. Understanding your situation and exploring solutions together. I currently focus on Customer Experience, and bring my business acumen to the subject. So, I balance business, customer and employee needs to create sustainable growth. You know happy customers become loyal and loyal customers spend more. But unlike multinational businesses who can employ a team, SMEs only have time to think about customers when they shout. I believe SMEs deserve all the benefits of intentionally managing their customers' experience taken for granted by the big companies. I support businesses like yours with proven methodologies which put you in charge of continuously understanding your existing and future customers and, therefore, their needs. Here's an idea of some of the Customer Experience tools we may use: Empathy maps Customer personas Value propositions Customer Journey Maps Customer feedback (aka Voice of the Customer and customer listening) Why would you trust me with your business, employees and customers? I believe small and medium-sized businesses deserve the competitive advantages enjoyed by big companies and understand the time and cost constraints that get in the way. I have a long history of helping businesses, teams and individuals work more closely, more beneficially with clients and customers. I know what is necessary and how to deliver business results, using her extensive experience in product, process and service design, problem solving and workshop design and facilitation, including over 14 years in Rolls-Royce and leading major projects at Philips and Allied Signal. I have used this experience to help my clients and to build my business. I am one of CXM’s CX Stars of 2022, placed in the top ten of professionals for the second year running. Please shortlist me and we’ll arrange a discovery call soon.

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