Steven Stewart (Bosphorus)

How we help

We help businesses to put in place the people, process and technology to significantly improve their customer experience creating a sustainable, profitable business.

Customer Experience / Human Resources / IT / Small Business Management

What is customer experience?

Customer experience encompasses all of the interactions a company has with its customers.

Customer experience is anything from finding out about products and services, to moving through the "sales pipeline", to purchasing and signing contracts. It encompasses what happens when the "sales guy" moves off to another prospect, to when and how invoices get paid, recurring fees are processed and credits or refunds given.

Customer experience really is total engagement with the customer and every interaction (or touch point) is an opportunity to impress (or #fail).

Why should you care?

What's it worth to you to have a great customer experience? Well, great customer experiences lead to long-term, sustainable profitability.

With today's economic environment and government policies there is more and more pressure to deliver better value for money. One way, certainly, is to cut pricing. But this "race to the bottom" is not one you want to win. In fact, it's not one you even want to be entered in. What's the answer?

There are a few, but the one that stands out to us is creating a winning customer experience.

A winning customer experience helps you to preserve value and pricing. It helps you to grow profitability. How exactly does it do this?

1. Great customer experiences build trust and loyalty.
2. Customers become willing to spend more money with you, with fewer questions - because they trust you and you've made it easy for them.
3. This, in turn, lowers your cost of sale.
4. It also means fewer customers dessert you for the lowest price, or your competition.
5. You can also preserve and sometimes even increase your prices.
6. One of the great under-valued consequences of looking at your business from the customers perspective is that you stop doing the stuff that doesn't add value - it means you create a leaner organisation.
7. You can gain greater insight into what your customers want from products and services like yours - they become innovators for you.
8. And customers love it and they love you!

This is pretty powerful stuff. One question, "Can you afford not to create a winning customer experience?"

Nutshell

Customer experience perfectionist / small business expert / consultant / improvement maker / advisor / facilitator / coffee nut / craft beer sampler / responsible business advocate.

What I do

I enjoy helping other people and businesses achieve excellence. My goal is to use my talents and experience to help organisations become more profitable, sustainable and responsible by improving how their customers interact with and view them.

Why you might want to speak with me

Having successfully co-founded and grown a professional services firm from zero revenue to a multi-million dollar operation I have fantastic experience and enthusiasm for helping others achieve their professional and business goals - whether that's within a small business or a business unit in a larger organisation.

Specialities

• Customer Experience
• Small Business Management
• Business Improvement
• People Engagement and Development
• Small Business ICT Solutions
• Services Sales and Marketing
• Sustainable Growth
• Responsible Business