Our Clients

"Shelley brings an experienced, fresh approach to the customer service world and shares her wealth of customer service secrets - this allows businesses to create experiences that customers love."

Nick Ingold, Director, Garran Medical Imaging

The Key To Surviving And Thriving In Today’s Competitive And Client-Centric Economy

As you know, the business world is currently in a state of turbulence, massive disruption and rapid change.

For the first time in history, almost all the power is in your client’s hands.

With a few taps on their phone, a person can instantly compare you to the competition. A quick search online can bring up a list of businesses with a similar product or service to yours.

And in these hyper-connected times, just one vicious social media rant by a ‘bad egg’ client can destroy your reputation, leave you squirming and ruin your livelihood — virtually overnight…

It’s no wonder many business owners feel anxious and powerless in this new economy

Even worse…

  • Studies show that 55% of people will abandon you for a different company that offers a better experience. That means half of your clients are ready to jump ship right now if your competition upped their game. Half your income gone down the drain!
  • 9 out of 10 clients are ready to dump your business after just one bad experience. And because it’s so hard to find good staff these days, this is a very real and worrying problem.
  • And if you think your business is doing okay, remember that you only hear from 1 out of 25 of unhappy clients. The rest simply spread toxic word of mouth behind your back – and you won’t know why your business is flatlining until it’s too late!

It’s a business owner’s worst nightmare.

A world where the range of products and services are no longer enough to differentiate you… a world where your prices can always be beaten by a discount competitor.

Everyone is living on edge, fearful about the future.

But thankfully, there’s hope if you recognise changing client expectations and you’re willing to evolve and take urgent action

There is a way to:

  • Drive repeat business, more referrals, and lower acquisition costs
  • Improve client outcomes, marketing ROI and combat negative reviews.
  • Encourage clients to buy more, buy more often and stay loyal to you for longer.
  • Help you fight off low-priced competitors without discounting

Even better, this approach can positively influence other aspects of the business


  • Enhance employee engagement and develop client focused superstars
  • Identify outdated and inefficient processes, rules and systems
  • Align your organisation, resources and metrics around a common cause.

And much more…

This approach is called Client Journey Mapping

It is based around the idea that in a dog-eat-dog world – the only viable way to stand out and make a good profit is to offer a sensational service experience.



It only takes 5 seconds for a prospective client to decide if your website (and your business) is for them or not.

Look at your website through the eyes of your clients. What can you do to deliver a sensational experience?



It takes less than a second for your client to create a first impression of you... including whether they trust you and want to do business with you.

Focus on delivering a great first impression for every client... every time.



It can take up to 7 interactions before a client trusts you enough to purchase.

Most people give up after just 3 interactions... when your client is just starting to “warm” to you. Create great interactions your clients want to come back for... and keep interacting long after your competitors give up.



78% of clients have bailed on a transaction or not made an intended purchase because of a poor service experience.

Clients overwhelmingly show appreciation for great service with their wallets. Invest heavily in measuring your client's experience over time.



A typical business hears from only 4% of it's dissatisfied clients.

Don’t leave it to chance, or a bad social media review. Proactively find out what your clients think of you and act on their feedback.
If you don’t know what your clients think, your competitors probably do!



60% of your clients leave your business because of 'indifference' or a poor service experience.

Don't enable your clients to "defect" by delivering a poor service experience. Make it a pleasure for your clients to do business with you again and again.

If you want to grow your business today, you need clients who are raving fans

You need people who will tell their friends, co-workers and family about your business. People who will advocate for you… and say fantastic things about you.

We believe this is why you must put experience front and centre of your business… you must connect and optimise every touchpoint in the client journey… you must show that you genuinely care.

And when you do that, when you make that effort, clients will love you. Your competition will be left scratching their heads wondering what happened.

And your sales and profits will begin to soar while you sleep easy at night knowing that your future is more secure.

Don’t wait until your business is on life support before you take action.

Take the first steps today while you still can.

Happy Clients

“ Shelley has helped boost our revenue by identifying new customer experience opportunities, beyond the initial booking of a guided walking tour. ”

Dana Ronan, Twelve Apostles Lodge Walk

“ Shelley is a breath of fresh air and a joy to work with. Her approach to reviewing and assessing our current systems and standards for both sales and marketing was comprehensive and very thorough. ”

Daryl Merchant, Dynamic Sports Facilities

“ The way Shelley looks at the process from the customer's
point of view has been priceless. ”

Tim Chadwick, Chadwick Designs

“ Shelley creates experiences your customers will open their wallets for and rave about to all their friends. ”

Fil Barilaro, Stephanie’s Boutique Lingerie

Who is Shelley Thomson?

Shelley has been in the client experience game for more than 25 years.

She ran a successful gourmet food shop in Canberra. The shop had devoted clients who were deeply connected to her and her team. In fact, when she closed it after a fire, people begged her to reopen for years afterwards.

But Shelley never returned to the shop. Instead she focused her energy on helping other businesses to deliver incredible experiences…

Blog and Podcasts

Get The Latest News, Stories And Upcoming Offers From Experience 360

3 Mistakes To Avoid When You Develop A Patient Journey Map

You may have heard about patient journey mapping. You may even have tried it in your organisat...

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3 Things To Consider Before Developing A Patient Journey Map

Patient journey mapping shows how a person interacts with your organisation over time.


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3 Simple Rules To Deliver An Excellent Patient Experience Every Time

Everyone agrees that delivering a good patient experience is important. But you may be wonderi...

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Podcasts coming soon
Unhappy customer

Discover How Much You're Losing
By Creating Unhappy Customers.