A customer promise your team can deliver.
Customers experience the handover, the reply and the way a problem gets resolved. I help you understand where those moments break down and make changes your teams can sustain.
Customer experience practice backed by 25 years in retail and multisite operations.
We agree what success would look like, make the changes and measure what happens.
Connect the customer journey to the operation.
Understand the journey
Review what customers are trying to do, where the experience becomes difficult and what staff need to deliver it.
Outputs can include a journey map, friction points and a prioritised review.
Choose useful measures
Connect customer feedback and operational signals to decisions someone can take.
Measures may include response time, repeat contacts, retention and conversion.
Act before customers leave
Review missed follow ups, recurring complaints and signs of disengagement. Define who intervenes and what a useful recovery looks like.
Outputs can include a follow up routine, recovery guidance and an intervention list.
Make it work on shift
Translate the intended experience into observable standards, manager coaching and a regular review of what customers encounter.
Outputs can include service standards, briefing material and branch level checks.
The customer should not have to start again.
A customer explains a problem online, calls the branch and then visits. Each person asks for the story again. The fix might be a shared record, a named owner and a clear handover rule.
Before choosing software, check where responsibility changes hands and what information is missing.
Illustrative scenario, not a client case study.
What would you measure?
- Repeat contacts about the same issue.
- Time until an owner takes responsibility.
- Time to resolution and customer feedback.
Different kinds of proof deserve context.
My previous operating roles and the results clients report are separate parts of my experience. You can read the career background and named client feedback before we speak.
Clear stages. Agreed scope.
Tell me what is happening.
We discuss the problem, the people involved and what you have already tried. Then we decide whether a next step is useful.
Free, with no obligation. You speak with me.
Find out what needs to change.
We examine the work, the information and the customer journey. You get priorities, a proposed scope and measures for judging the result.
Typically 1 to 2 weeks. Scope and fee agreed first.
Make it work with your team.
Put the agreed changes into practice, test them and make sure someone owns the process. Training and handover are part of the work.
Focused engagements typically 4 to 6 weeks, from S$15,000. Exact scope and price agreed before starting.
Take the 90 second CX Pulse Check.
Five questions about your current operating practices. No email is required. It is a directional self assessment. A paid diagnostic examines evidence and the actual workflow.
What does a CX consultant do?
Helps a business understand the customer journey, identify where it fails and make changes to service, processes and measurement.
Is the first session a paid diagnostic?
No. The first conversation establishes whether a closer review is worthwhile. Any paid diagnostic has an agreed scope and price.
Do you work beyond retail?
Yes. The approach also applies to consumer facing service and multisite businesses, including self storage. We discuss fit around the problem and the people involved.
How quickly can we see progress?
A diagnostic typically takes one to two weeks. Implementation timing depends on the scope, systems and team availability. We agree milestones before starting.
Bring one problem worth solving.
Tell me what happens today and what you would like to change. We can work out a sensible first step.
Telephone +65 8453 7610 · richard.mayne@mayneloh.com. Direct enquiries. Replies may not be immediate.