1. B U I L D I N G V A L U A B L E I N T E R A C T I O N S

2. Who is Customer Sense?
Customer Sense is a consultancy & coaching business specializing in customer
experience services. Founder Corina Keown helps organisations to define their CX
improvement strategy and guides them through their CX improvement programs
every step of the way. With over 15 years of experience in customer service,
business analysis & consulting she has created valuable impact for
organisations in Germany, UK and SA.
Journey Mapping, CX program development,
Change Management, Business Analysis, Coaching
Areas of expertise:

3. Mission & Values
“Free the world from frustrating
interactions & experiences”
Authenticity Integrity Simplicity Transparency Empowerment

4. • Employee advocacy increases
• Operational excellence increases
• Customer satisfaction & loyalty increases
• Customers refer us and we attract new customers
Why should we focus on
our customers?
Without clients/customers and employees no business would exist, right?
Therefore I believe if we listen to and understand our customers and employees and
make relevant changes to meet their expectations and needs, the following will happen:
• We save time & money spent on complaint handling
• Our brand image and reputation improves
• Our business health & success improves
• Our business is able to grow

5. Approach
I apply human-centered design and continuous improvement principles by
placing the humans involved in the experience at the centre of my work
and thinking. Any initiative to improve your business undergoes 4 phases,
which effectively repeat themselves on a continuous basis:
Ad
apt
Und
erstand
Rede
sign
Defi
ne
First we need to understand the current
landscape and situation in order to know what to
change. We need to understand our customers,
employees, suppliers - the system we are part of.
We need to gain perspective of how we are seen
compared to how we want to be seen.
Next we need to define what we want to achieve.
What do we want to change and by when based
on our understanding we gained? What will we
need in order to change things?
And lastly we implement the changes and monitor
the impact they are having. And the cycle starts
again, by understanding and listening to our
customers, employees, suppliers how they feel
about the changes and the new experience.
Once we know which direction we are heading we
can start redesigning the parts of our system that
need to be changed in order to achieve our desired
outcomes. We test them and fine tune them until
we believe the proposed changes will work.
1
2
4
3

6. Customer Experience Design
In order to design your customer experience for optimal
results we identify the key touch points between your
organisation and your customers together with their
goals, thoughts, feelings and emotions about their
interaction with you.
• Customer Journey Mapping workshops
Services
Customer Insight
To gain an understanding of what interacting with your
business is like and how customers perceive your brand
it is important to walk in your customer's shoes and view
your business through your customer's eyes.
This is done through:
• Mystery Shopping
• Customer Interviews & Surveys
• Brand Image gap analysis
Coaching & Mentoring
There is a proven correlation between business success
and the level of staff empowerment and performance. In
order to ensure your organisation is set up for success I
will guide your staff throughout the CX improvement
program. Through powerful coaching I will enable and
empower your staff and instill confidence, clarity, focus,
energy and purpose.
• Executive coaching
• Management coaching
• Group coaching for motivation and high performance
Customer Experience
Strategy & Planning
In order to make a real impact on the experience your
customers have and your business success you will need
a roadmap together with a compelling vision that people
buy in to.
• CX vision & strategy workshop
• Leadership alignment
• CX improvement program development

7. Let me guide you
corina@customersense.co.za
https://za.linkedin.com/in/corinakeown
+27 (0)76 1478 401
I look forward to connect with you: