Phase 6 · Delivery & Customer Experience · Value Customers Can Feel
Experience Quality
The experience your customer has of your business is the only marketing that matters long term · because they will repeat it, recommend it, or quietly leave because of it.
We design the customer-experience programmes that engineer quality into every customer touchpoint · so the experience becomes a competitive moat that no marketing budget could buy.
The Pain We Solve
You may recognise yourself in one of these.
Three audience scenarios · because the same service produces a different transformation depending on where you are in the business journey.
Scenario 1
The startup unsure what experience customers actually have
You have impressions of what the customer experience is like · informed by occasional feedback and your own assumptions. There is no structured view.
Scenario 2
The SME with experience-quality drift
Growth has changed the experience customers have · and not in a good way. The personal touch that defined the early business has thinned out.
Scenario 3
The enterprise with experience inconsistency at scale
The customer experience varies wildly across touchpoints, regions, and products. The brand promises one thing; the customer experiences five different versions of it.
The Impact It Creates
The Moment You Will Feel the Difference.
Customer-experience quality measured and improving
Touchpoint-level visibility on what is working and what is not
Experience becomes a competitive differentiator
Reviews, referrals, and retention all benefit
What You Receive
The Specific Deliverables.
Tangible outputs · documented, dated, and yours to keep.
- Experience-quality audit and journey mapping
- Touchpoint-level experience design
- Quality standards and measurement framework
- Team training on experience delivery
- Continuous-improvement cycle
- Experience-quality dashboard
The Outcome
Where You Will Be on the Other Side.
Customer experience becomes a deliberate, measured, improving asset of the business. The brand earns the reputation for quality that no marketing investment could have purchased.
Investment & ROI
Pricing Engineered Around the Value You Create.
Every engagement is sized against the value we believe we can create with you · the fee is always a fraction of the outcome. Four tiers · so the investment matches your stage of business.
Tier 1
Foundations
£5,000 – £15,000
Right for
Pre-startup, startup, and micro-business founders ready to build on evidence rather than instinct.
Typical Value Created
£100K+ in retention savings, NPS lift, and reduced churn
Engagement
4 – 8 weeks
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 2
Acceleration
£15,000 – £50,000
Right for
Growing SMEs and established small businesses ready to scale a working model into the next revenue band.
Typical Value Created
£500K – £5M in customer-lifetime-value expansion and operational efficiency
Engagement
8 – 16 weeks
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 3
Transformation
£50,000 – £250,000
Right for
Medium enterprises and scale-stage businesses ready to commit to a multi-quarter, organisation-wide shift.
Typical Value Created
£2M – £20M in customer-base appreciation and recurring-revenue protection
Engagement
3 – 9 months
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 4
Enterprise
£250,000 – £2M+
Right for
Large enterprises, global operators, and complex organisations ready for a multi-year strategic partnership.
Typical Value Created
£10M+ in customer-economics transformation, retention infrastructure, and renewal scale
Engagement
12 months and onward
Target Return
5 – 10× ROI
within 12 – 18 months
Why We Price This Way
Every engagement is sized around the value we believe we can create with you. The fee is always a fraction of the outcome · typically 10 – 20% of the expected first-year return.
This is how we make sure pricing aligns with results. The conversation is never “what does this cost?” · it is always “what is this worth to your business?” We answer that together in the first call, transparently, and decide the right tier from there.
If we cannot articulate a credible 5–10× return for your specific situation, we will tell you in the first call. That honesty is part of why our clients trust us with the work that matters most.
Why This Conversation Matters
“The brands you remember loving are the ones whose experience surprised you · in a good way · over and over. The experience is the product, and the product is the experience. Treating it as such is the difference between a business and a brand.”
A 90-minute structured strategy session · produces a usable roadmap whether you engage further or not.
More in Phase 6