$4.7 trillion dollars of sales are lost annually from fractured customer experiences
(Usually in thousands of tiny moments companies never even notice)
Sound familiar?
Ā
-
Your marketing promises one experience, but customers get another
-
Your processes make perfect sense... to you
-
Everyone's focused on the big picture while the details are falling apart
-
Your team is too close to see what's actually broken
Ā
Here's the thing:Ā
Your customers notice everything.
Ā
Every confusing step.Ā
Every friction point.
Ā
Every moment that makes them question their decision to trust you.Ā
Ā
And they're making quiet decisions about whether to stay.
How I Help:
I become your most attentive (and honest) customer. I experience everything: your marketing, your onboarding, your product, your support - catching all the moments where expectation meets reality (and reality isn't winning).Ā
Such as:
The welcome email that arrives three days too late
The 'seamless' experience that has more gaps than Swiss cheese
The registration form that makes people want to throw things
The support process that feels like solving a murder mystery
Then we fix it.
Not with corporate frameworks or buzzwords, but with clear, practical solutions that make your customers' lives easier.
Because sometimes the difference between keeping and losing a customer comes down to those tiny moments everyone else missed
Ready to catch what you're missing? Choose your path:
Strategy Sessions
For leaders who want immediate solutions to pressing customer experience challenges.
- 30-minute focused phone sessions to solve specific CX issuesĀ
- 90-minute Zoom deep dives for comprehensive journey analysis
- Get clear, actionable solutions you can implement immediately
- Expert guidance from someone who spots what others miss
- Great for one-off challenges
Your direct line to experience transformation
Experience Repair
For businesses ready to see their customer experience through fresh (and brutally honest) eyes.
- Full journey audit that catches every moment making customers question their choices
- Detailed documentation of every friction point
- Clear, actionable fixes prioritized by impact
- Regular check-ins to ensure changes actually work
- Ongoing secret shopping to catch new issues before customers do
Like having a strategic partnership with your own customers
Experience Design Sprint
For companies who understand that transformation happens when the right people are in the right room.Ā
- Two-day intensive workshop to solve your biggest CX challenges
- Cross-functional team alignment on customer experience gaps
- Customized exercises based on Google Ventures methodology
- Clear action plans with owners and timelines
- Ā Limited to 6 engagements per yearĀ
Oh hey, I'm April šš¼
After running community at HubSpot, I noticed something that kept bugging me: companies were so focused on building community, they were missing all the little moments that were quietly driving customers away.
I've always been the person who notices everything. The awkward flows, the confusing messages, the tiny frustrations that add up to customers deciding 'this isn't worth it.' It's like having a superpower you can't turn off - I spot every detail that makes customers question their decision to stick around.
Now I'm on a mission to help companies see their business through their customers' eyes.Ā
Think of me as your customer experience detective. I notice everything your customers notice (but never tell you about).Ā
I work with a small, specialized team to implement solutions, but every audit and observation comes directly from me
The mission is simple: we help businesses remember how to human (and make more money as a result).
