YOUR CUSTOMER'S EXPERIENCE & SUCCESS JOURNEY
4% of customers complain to you
20% of customers will complain on social
33% of customers churn after only one bad experience
54% of customers feel customer service needs to improve
59% of customers churn after a few poor service experiences
77% of your prospects check your reputation on social channels
80% of businesses think they have no Customer Experience issue
100% of all businesses are able avoid customer service-related churn
We provide practical solutions
Anchored in hands-on experience. We save time and money and optimize Customer Success and Service with real-world transformations.
Shane is a SaaS and Customer Experience veteran of over 20 years. He pivoted from a deep software engineering background where he targeted ICBMs for the USAF. After, he has spent his corporate career targeting customer friction delivering excellent CX and increased revenue, lower OPEX, and increased cash flow while “scaling white glove customer experience.”
His practical approaches have earned distinguished industry recognitions, including the: TSIA Customer Success Star Award, Stevie Customer Success Award, and Service Strategies Support Center Practices Certification.
Shane has built and scaled Support and Service organizations ranging from 20k to 1.4b.
He’s led global operations and delivery with small and large software companies, increasing GRR, NRR, Cash Flow, CSAT, CX, EX and has brought multiple new customer revenue streams to market.
Customer Support, Service, and Technical Consulting