Customer experience consulting in Hong Kong
Voice of customer, NPS and CSAT, and the analysis that turns customer feedback into decisions. From someone who has led customer experience in-house.
In short
I help consumer businesses hear what their customers are saying and act on it: voice of customer, NPS and CSAT programmes, and analysis of open-ended feedback. The work ties feedback to repeat purchase and churn, so you know which problems cost you customers.
What I do
Voice of customer
One view of what customers are telling you across surveys, reviews and complaints.
NPS programmes
What to ask, when to ask it and who owns the result, so the score leads to action.
CSAT surveys
Satisfaction measured at the moments that matter, and read by segment rather than as one average.
Open-ended feedback analysis
Free-text answers classified by theme and sentiment, counted, and shown in customers' own words.
CX transformation
Cross-channel improvement projects, prioritised by what they change for customers.
CX and retention
Feedback tied to repeat purchase and churn, so you know which problems cost you customers.
Where I have done this before
AgeSA, insurance and pensions
Led a cross-channel customer experience transformation.
Pegasus Airlines, 30M+ members
Managed customer experience, insights and analytics.
Sixteen years in-house
CRM, loyalty and customer experience roles in retail, payments, insurance and aviation.
Feedback as retention data
A score matters when it explains who stays, who leaves and why.
So the work connects what customers say to what they do: repeat purchase, churn and complaints. That is what turns a survey into a decision.
How we would start
Most engagements begin with one clear question, for example why a score is falling or what customers complain about most. You receive a sized answer and a plan.
I work under NDA and with your data inside your environment where required.
Questions about customer experience work
What does a customer experience consultant do?
Finds out what customers are telling you, across surveys, reviews and complaints, and turns it into decisions: what to fix first, who owns it and how to measure the result.
Do you set up NPS and CSAT programmes?
Yes. What to ask, when to ask it, who owns the score, and how it connects to repeat purchase and churn.
Can you analyse open-ended survey answers?
Yes. Free-text answers are classified by theme and sentiment, counted, and reported in customers' own words.
How do we start?
With one clear question, for example why a score is falling. You receive a sized answer and a plan. I work under NDA.
Start with one question
Bring the question your leadership keeps asking. In 20 minutes I will tell you how I would go about answering it.
Book a 20-minute call