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End-To-End Customer Experience

Opportunity

Co-founder of a digital fabrication business, I was responsible for the entire customer experience. This involved defining our target customers, value proposition and brand, and quickly develop an engaging online presence that would attract organic traffic and engage new customers. 

My Role

Market analysis and 1-on-1 interviews with customers were essential in understanding our customers, which drove our product offerings and digital presence. A typical day would see me improving the customer experience and internal process, translating digital files for fabrication, laser cutting and creating signage, working with woodworking tools and managing suppliers and customers.

Outcome

A successful and competitive business with high-profile clients (Chanel, Red Bull, Greenpeace, KPMG, Nickelodean) growing on average 75% year-on-year. Built a superior customer experience in the industry, loyal customer base and unique market position. Top position in Google search results for key words and finalist in Small Business Champion Awards and Anthill’s Cool company awards. Sold as a going concern.