Sofia Helen
customer experience consulting
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What is Customer Experience?
Customer Experience refers to the experience your customer has at every stage of brand engagement; from discovery to recommendation.
It focuses on feelings. How do your customers feel when they interact with your brand?
Why is Customer Experience Important?
Every touchpoint is a chance to enhance or negate how a customer feels about your brand.
These touchpoints and experiences are not something that happens by chance or evolves naturally as your company grows.
It is something that must be strategically designed to create loyalty and advocacy.
How Does It Work?
Step 1: It Starts With a Deep Dive Into Your Business
Together, we will dig into all aspects of your business, answering questions like: What is your core offering? How is it performing? How is it staffed and supported today? What are you goals? What is your biggest challenge?
How Does It Work?
Step 2: Then We Outline Your Customer Journey
We will then outline the key interactions a customer or potential customer has with your business. We will start with how they find out about you to where they might provide a recommendation after they've used the product or service.
How Does It Work?
PEOPLE
The right people in the
right roles, doing the right things.
Step 3: Your Customer Experience Plan is Developed
Based on all input, SHC will craft a customized plan that provides clear direction on how to execute and deliver the experience through the 3 P's:
Process
Documented processes
designed for scale.
product
The right tools implemented to track & measure performance.
Customer
Journey
Sample Work
Here's the output you can expect.
You will be provided with an excel that outlines the end-to-end customer journey.
You will also be provided with a full document that recaps all of the business needs required to execute the journey that we outline.
Customer Experience
Plan
Is Your Business a Good Fit?
YES, IT IS!
If you have a business, you're going to have a customer. You want your customer to have the best experience. Let's define it, together!
Ways to Work Together
1/2 Day Working Session
Customer Journey Creation
Customer Experience Plan
Plan
CREATION
Full Day Working Session
Customer Journey Creation
Customer Experience Plan
+
Implement Aspects of the Plan for Your Company
Plan CREATIOn + IMplementation
Full Day Working Session
Customer Journey Creation
+
Full Plan Implementation
for Your Company
Plan CREATION + IMplementation + Fractional work
About Me
I am a results-driven, customer experience leader focused on revenue growth and retention.
With a background in advertising, I learned the importance of crafting a full brand experience and delivering against it from the very start.
Over the past 9+ years, I have worked with B2B advertising technology start-ups to build, grow and scale customer-facing delivery teams.
My notable stats include:
- Scaled Growth from $15M to $109M across 400 clients
- Grew Incremental Revenue by 216%
- Consistently achieved an 80 NPS Score (Net Promoter Score)
*Global NPS benchmark is 32*
Let's work together to architect an amazing experience for your customers!
About
Sofia Helen
I started Sofia Helen Consulting because I saw the immediate benefit developing a strong customer journey and experience had on a business.
In today's ever-evolving landscape, several needs to deliver a strong customer experience can be managed by a consultant or fractional team member. An expert can be hired to build an aspect that internal team members can later run and manage.
I genuinely love to help others succeed and enjoy diving deep into a business to help it grow.
Sofia Helen is an homage to my namesakes; my Grandmother and Great-Grandmothers, who were all wonderful women.