Every customer interaction tells a story
Every interaction, from your website and booking process to the service you provide, influences how people experience your business. Marketing gets people through the door but the experience determines whether they return. The challenge is that many customers won't tell you when something isn't working. They'll simply choose not to come back. The businesses that thrive aren't always the ones attracting the most customers. They're the ones giving people a reason to return.
What I help with
I help hospitality, tourism, leisure, wellness and service-based businesses improve customer experience, strengthen loyalty and encourage repeat business.
Through a combination of mystery visits, customer journey reviews and marketing insight, I identify gaps between the experience that is promised and the experience that is being delivered.
Customer Journey Review
A review of the experience customers have at every stage, from discovery and booking through to aftercare and follow-up.
Mystery Visits and Experience Audit
An independent assessment of your customer experience, providing honest insight into what's working well and where improvements could be made.
Digital Customer Journey Review
A review of your website and booking process to identify barriers, frustrations and missed opportunities.
About Hollie
With a background in marketing, communications, websites, SEO and business growth, I understand the many factors that influence how people experience a business.
By combining customer experience insight, marketing expertise and reputation analysis, I help businesses understand how their marketing, customer journey and customer experience work together to influence satisfaction, loyalty and repeat business.
As an independent consultant, I bring a fresh perspective and practical recommendations designed to help businesses strengthen customer retention and reputation.
Client Testimonials
"Hollie was so easy to talk to and she genuinely listened and cared. She took what I wanted and translated it into something that actually feels like me, which isn’t easy to do, I’m sure.
If you are thinking about hiring someone to do your website or support with your business, I would really recommend Hollie. It felt collaborative rather than something just being ‘done’ to my website, and that makes all the difference."
Fiona
Business Owner
"Hollie has been extremely helpful with optimising my website and various directories and helping to boost my business. Her knowledge and expertise shine through and she kept me informed at every step. Truly loved working with her!"
Chloe
Business Owner
"Highly recommend Hollie's services. Hollie takes the time to really understand your business. She had a real skill of being able to build up a profile that fits perfectly with the feel of our business and provided us with lots of 'little wins' to help us function more productively as a new organisation. Hollie clearly has great skill and knowledge in the marketing industry, from website refresh, to social media planning, definitely worth the investment."