CX consultant for founder-led businesses
Chief CX helps founders whose growth has outrun their customer experience find where customers are quietly slipping away, and fix it, so they stay longer, spend more and send their friends your way.
Free 45-minute call · No pitch deck · You leave with at least one thing to fix
25–95%
more profit from a 5% increase in customer retention.
Bain & Company
New customers keep arriving, but retention is less predictable than it was. Your team spends more time firefighting than building. What you sell hasn’t got worse. The experience around it just hasn’t grown up with the business.
The usual answer is more: more marketing, more tools, more automation, more AI. Layer those onto an experience nobody designed and friction goes up, not down.
When experience is treated as part of how the business runs, everything else gets easier. Customers stay longer, lifetime value rises and referrals start happening on their own.
Six outcomes, one aim: a business customers don’t want to leave.
01
Customers rarely leave over one big failure. I find where small frustrations pile up and fix them before leaving becomes normal.
02
When customers consistently get clarity, value and confidence, staying becomes the obvious choice.
03
Design an experience worth talking about, so referrals stop being something you have to chase.
04
Customers who trust how you operate stay longer, buy more and expand with confidence.
05
Onboarding, handoffs, SOPs and tools, so your team delivers consistently without heroics.
06
Experience flows through people. I help your team understand the part they play.
01
I look at how your business is actually experienced by customers, by your team and through your systems. Then I show you where friction is costing you growth.
02
Practical improvements sized for your stage: onboarding, delivery, communication, processes and team habits. Nothing bloated.
03
Ideas only count once they’re how the business runs. I can hand you the plan, or stay on and help you embed it.
Every engagement starts with a free conversation. I only work with a handful of clients at a time, so each one gets me properly.
Start here
Free
45-minute call
We dig into what’s happening with your customers and I’ll show you where I’d look first. You leave with at least one practical fix, whether or not we work together.
One day
from
£750
$950 USD
One focused day on your biggest experience problem, such as onboarding, churn, reviews or handoffs. A prep call, a remote working session with you and a clear action plan within 48 hours.
Fully credited if you move on to an Audit or Partnership within 30 days.
3–4 weeks
from
£2,500
$3,200 USD
A deep review of your CRM and lifecycle data, support conversations, onboarding, churn, reviews and internal processes.
Monthly · most impact
from
£1,500
per month · $1,950 USD
Senior CX leadership without the full-time hire. Around 2 days a month working alongside you and your team.
3-month minimum, then rolling monthly.
You’ll get a fixed quote before anything starts.
No account managers, no juniors. The person you speak to on the first call is the person doing the work.
I run my own business too, so I know every decision lands on your shoulders. I weigh everything against revenue, retention and reputation, not theory.
No enterprise frameworks or 80-page decks. Just changes your team can actually run with.
I’ve spent over a decade working with founders across customer experience, operations and service design.
I started Chief CX because too many great businesses lose clients they should have kept. It isn’t because the work isn’t good. It’s because nobody owned the experience around it.
Most customers who leave early aren’t leaving because of your product. They leave because the first few weeks didn’t prove they made the right decision. Here are the five onboarding gaps behind early churn, and how to close them.
Founder-led businesses (services, SaaS and DTC) with an existing customer base, usually 10–100 people, where the experience directly affects revenue, retention and reputation.
If you’re outside that, book a call anyway and I’ll point you in the right direction.
With a free CX Consultation. From there, most founders take a Strategy Day (one clear problem to solve) or an Audit (they want the full picture). A Partnership usually follows once we’ve worked together and you’ve seen results.
Scope varies with the size of your business and how much data we’re working with. You’ll get a fixed quote before anything starts. No surprises.
Yes. I’m UK-based and work remotely with clients in both, invoicing in £ or $. In-person sessions can be arranged, with travel quoted separately.
Very little time. Mostly a kickoff, sharing access or data, and the review sessions. I do the heavy lifting.
For access, it’s usually CRM data, customer conversations, onboarding flows, feedback and reviews. Exports, screenshots and walkthroughs work fine if your systems aren’t tidy.
No. Customer experience is shaped by internal systems, handoffs, communication standards and team culture, so I look at both sides.
Quick wins, like a clearer onboarding message, often show within weeks. Changes to retention usually show within 60–90 days, depending on how often your customers buy or renew. I’ll agree what we’re measuring with you at the start, so you can see the difference.
Book a free 45-minute CX Consultation. Bring your biggest customer-experience headache.
