Customer Experience
Customer experience isn't an attitude. It's a system. I build the system.
When I ran Stew's Garage, I treated customer experience as an engineering problem: every touchpoint designed, every feedback loop closed, every failure mode anticipated. The results speak for themselves.
Most companies think CX means better customer service. But service is reactive: someone has a problem and you fix it. Experience is proactive: you design the system so problems don't happen in the first place, and when they do, the resolution itself becomes a positive touchpoint. That distinction is the difference between a 30 NPS and a 94.
CX work involves more interviewing and research than my other engagements. I need to understand what your customers actually experience, not what your team thinks they experience. The gap between those two things is where the biggest improvements live. From there, I design the system: touchpoints, feedback loops, escalation paths, and the metrics that tell you whether it's working.
How We'll Work Together
Map the real customer journey (through interviews, observation, and data, not assumptions) and identify the moments that actually drive loyalty or churn
Design the experience system: touchpoints, feedback loops, escalation paths, and recovery protocols that turn problems into positive moments
Build the measurement framework: NPS, retention metrics, and leading indicators so you can see what's working and course-correct before problems compound
- 1Map the real customer journey (through interviews, observation, and data, not assumptions) and identify the moments that actually drive loyalty or churn
- 2Design the experience system: touchpoints, feedback loops, escalation paths, and recovery protocols that turn problems into positive moments
- 3Build the measurement framework: NPS, retention metrics, and leading indicators so you can see what's working and course-correct before problems compound
Frequently Asked Questions
Ready to Design the Experience?
Tell me what's not working. I'll tell you what I see.