CX Health Check
A review of your post-purchase journey, support contacts, reviews and returns, five interviews, and a ranked 90-day fix list.
- Duration
- About 2 weeks
- Fee
- Fixed, quoted after a call
Customer experience consulting for online brands
Sydney Standard looks after the small details of how customers are treated after they order, from support and returns to the automation behind them, and measures what changes.
Where customers go quiet
Customers go quiet, and nobody can say why.
The cause is usually small: a vague reply, a late update, a return form that asks too much.
Contacts are handled one at a time, so the pattern never reaches the people who can fix it.
Services
Each engagement has a fixed scope and a fee agreed in writing before work starts.
CX Health Check
A clear view of where customers go quiet, and a ranked 90-day list of fixes.
- Duration
- About 2 weeks
- Fee
- Fixed, quoted after a call
Journey Teardown Workshop
One critical journey mapped with your team, ending in a top-10 list of friction points.
- Duration
- Half a day
- Fee
- Fixed, quoted after a call
Support and Automation Tune-up
Your helpdesk, AI agent and workflows reviewed, tested and tightened, with a runbook your team can keep.
- Duration
- About 2 weeks
- Fee
- Fixed, quoted after a call
How it works
A 30-minute call
We agree what you want to fix and whether the fit is right.
The Health Check
About two weeks reviewing journeys, support contacts, reviews and returns, plus five interviews.
The ranked list
You get a 90-day list of fixes, in order of effect and effort.
Fix it together
Scripts, flows, service standards, measures and automation, scoped after the Health Check.
Point of view
Most customer experience problems are operations problems in disguise.
Nick Bowker
Sydney Standard is led by Nick Bowker, a customer experience specialist in Sydney with a background in ecommerce customer service and retail. He is particular about the details, and measures what changes.
Experience
- eCommerce Customer Service Manager, PVH Corp
- PetCulture, part of Woolworths Group
- Retail management for Oakley, Bose and Ralph Lauren
Questions
Who do you work with?
Online and direct-to-consumer brands in Australia whose customers are going quiet after they order, and who want the small things fixed and the results measured.
How is pricing set?
Each engagement has a fixed scope, a set duration and a fixed fee agreed in writing before work starts. I quote after a short call.
Is the work remote or on-site?
Remote by default, from Sydney. On-site in Sydney can be arranged.
How is my information handled?
With care. I work from the access your team gives me, customer details stay in your systems, and we agree how everything is handled in writing before work starts.
How do we start?
Email nick@sydneystandard.com. If it is a fit, we book a 30-minute call, and the next step is usually the CX Health Check.
Start with a short conversation
Tell me what is not working for your customers. I will say how I can help, and whether a CX Health Check is the place to begin.