Change & Ways

Change & Ways Helping small businesses become their Customer’s favourite! 👉workshops 👉coaching

Customer experience used to be basic customer service.You’d call, speak to someone, and judge the service.But customers ...
13/02/2026

Customer experience used to be basic customer service.

You’d call, speak to someone, and judge the service.

But customers don’t reward effort like that anymore. People haven’t suddenly become ‘harder to please’. In fact, the baseline has moved.

This is a big part of what people mean by customer-led growth.

Customers now reward ease, clarity, consistency and connection, and they don’t compare you to your competitor like they once did.
They compare you to the last best experience they had… anywhere.

I turned some of the contrasts into a simple Old Thinking / New Reality graphic, what do you think?

Which ‘old thinking’ do you still see businesses clinging to?

Many wellness businesses focus on attracting new clients… but lose the ones they already have.
Here are 3 common mistake...
29/08/2025

Many wellness businesses focus on attracting new clients… but lose the ones they already have.

Here are 3 common mistakes that quietly cost repeat business 👇

1️⃣ Confusing first steps – unclear booking, too many forms, or hard-to-find info.

 2️⃣ No follow-up – people leave after a session without knowing what happens next.

 3️⃣ Inconsistent experience – sometimes it feels welcoming, sometimes rushed or forgotten.

✨ The fix? Small tweaks to your client journey can turn ‘one-off’ visitors into loyal clients who return and refer.

Which of these do you see most often in your space?

We love seeing you succeed! Working with The Pelvic Pain Foundation of Australia was so special and we are so pleased we...
30/04/2024

We love seeing you succeed! Working with The Pelvic Pain Foundation of Australia was so special and we are so pleased we were able to be part of their journey making a real difference to the lives of people with pelvic pain 🤩.

‘Moments of Truth’ are specific moments in the Customer Journey where Customers form an impression of your brand which i...
29/04/2024

‘Moments of Truth’ are specific moments in the Customer Journey where Customers form an impression of your brand which influences their opinion and decision making going forward.
For example, the first encounter with your brand (advert, social media, website, walking into shop, seeing a demo, etc.) or first engagement with your business (email response, face to face).

These moments are the part of the journey that makes or breaks their experience, so it is super important you understand what these moments are, to help you not just meet, but exceed your Customer’s expectations.

What to do? 👉️Find out what the Moments of Truth points are for your business and make sure they are failproof. That will be a great way to keep your Customers coming back!

Customer journey mapping is a great tool to lay out the experience your Customers have with your brand. It can be a daun...
26/04/2024

Customer journey mapping is a great tool to lay out the experience your Customers have with your brand. It can be a daunting exercise, but if you start simple and take these tips onboard, you will come a long way!

1⃣ The key is to think like your Customers. We are great at making assumptions, but it is not about what you think you know, but what the Customer themselves truly thinks.

2⃣ Look at the journey from a Customer's perspective and use their language instead of business jargon. E.g. 'I buy/purchase', instead of 'Customer sale'.

3⃣ Find your business' 'Moments of Truth' points. These are specific moments in the Customer journey where Customers form an impression of your brand which influences their opinion and decision making. E.g.: when they land on your website for the first time, it only takes a few seconds to form a first opinion of your brand!

4⃣ At the same time, find your Customer's pain points in the journey as well. At what specific points in their journey are they experiencing issues that will make them unhappy?

👉Save this post and tag a friend if you found this helpful!

Errr sometimes you just have to say something a little louder..📢 Satisfaction does not equal loyalty!Measuring your succ...
24/04/2024

Errr sometimes you just have to say something a little louder..

📢 Satisfaction does not equal loyalty!

Measuring your success by asking your Customers once a year to rate their current satisfaction will provide you a picture of that moment in time. But be aware that Customers that indicate they are satisfied at that point in time might be appreciative of your services at that moment, but can, and will, go elsewhere if they receive a better offer 😲.

Your long term goal should be to achieve Customer loyalty; where Customers come back over and over, despite maybe some mishaps here and there. It means they are that dedicated to your brand and will not hesitate to tell their friends and family about you.

👉Focus on the entire Customer Journey instead of providing a good experience here and there and you will create brand loyalty for life!

Procrastinate much? 😁Procrastination happens to the best of us! It is a common hurdle in the journey of designing a grea...
23/04/2024

Procrastinate much? 😁

Procrastination happens to the best of us! It is a common hurdle in the journey of designing a great Customer experience. When teams lack an effective and efficient approach towards this, they may find themselves stuck in endless cycles of analysis, leading to delays in delivering these awesome experiences your Customers are longing for.
Our advice? Don't overcomplicate! An efficient method like the Service Design Sprint will be very helpful with overcoming procrastination and will help drive your team to effectively and enthusiastically design exceptional Customer experiences.

Check out our Blog to learn more about what the Service Design Sprint methodology is, why it is so effective and how you can use it in your own business. (Link in bio)

For any questions, just reach out!

😲88% of Customers thinks the experience an organisation provides is as important as its products or services.That's why ...
22/04/2024

😲88% of Customers thinks the experience an organisation provides is as important as its products or services.

That's why the experience you provide for your customers is such a big deal. It’s not about selling a product or service anymore, it’s about understanding your Customers and designing great experiences that delight.

It's this and only this, that will help you become your Customers' favourite 🤩!

We're more than happy to help you get there of course. Change & Ways can help you elevate your brand as the go-to in your industry, making you the obvious choice for your Customers. Feel free to reach out for more information. Links in bio.

Have you got a high Customer churn or do you find it difficult to get your Customers to come back consistently?👉Business...
19/04/2024

Have you got a high Customer churn or do you find it difficult to get your Customers to come back consistently?

👉Businesses that prioritise the Customer experience and consistently deliver value, will thrive in the long run.

At Change & Ways, we help organisations like you transform the Customer journey into an exceptional Experience that will make your Customers come back time and time again!

We'd love to help you grow your business and positively impact your Customers' lives. Feel free to reach out to see how we can best work together 🤩.

Over the past 20 years, I have worked on a lot of Customer Experience (CX) projects for various organisations in differe...
17/04/2024

Over the past 20 years, I have worked on a lot of Customer Experience (CX) projects for various organisations in different industries. Some projects went well and we achieved some great results, but some didn't go so well and kind of fizzled out real quick. I don’t want that to happen to you!

👉So let me share the most common reasons why Customer Experience initiatives fail, so you can get prepared and accomplish great things instead:

1⃣ There is no clear vision on what the ideal Customer Journey should look like, the future state, just a desire to improve quickly.

2⃣ The CX project is not in the top 3 priority list for the CEO or business owner.

3⃣ There is no understanding of what it will be worth to the business once CX has been implemented correctly.

4⃣ The business is operating off assumptions about what the Customers’ needs and painpoints are, rather than focusing on the things that truly matter most to them.

5⃣ There is no buy in from the rest of the team. Your employees are the face of your business, and if they aren't fully onboard with the CX initiatives, it can lead to inconsistency.

6⃣ There is a too narrow of a view of what constitutes the ‘experience’ (hint: it is the impression and perception your Customers have of your brand as a whole, throughout all aspects of the Customer's life cycle, not just the service you provide over the phone for example!)

7⃣ Implementing a CX initiative requires proper training and allocation of resources. Without adequate support, employees may struggle to deliver the desired Customer experience.

8⃣ Overcomplication. Starting simple is the key to success here. Going through the process step by step will stop you and your teams from getting overwhelmed and will avoid any form of procrastination.

With the right kind of help and support, you can make your Customer Experience project a great success.
No idea where to start? We would be happy to help of course 😁.

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