Find the friction.
Follow the thread.
Business strategy and customer experience consulting for businesses, SaaS teams, entrepreneurs, and creatives.
Sometimes, all you know is that something isn't working…
Maybe customers aren't converting. A process that should be simple has become complicated. Your messaging isn't landing. Your team keeps running into the same problem. Or you've been staring at the business for so long that you can't see what's obvious from the outside.
That's where I come in.
I work with businesses, entrepreneurs, and creative teams to identify what's getting in the way, understand why, and work out what to do next.
You probably don't need more ideas.
You need to know which problem is actually worth solving.
It's easy to spend weeks tweaking a website when the real problem is the offer. To add another tool when the existing process is the problem. To generate more leads when customers are quietly disappearing somewhere further down the journey.
I look across the business, the customer experience, positioning, communication, systems, operations, and the messy places where they overlap to find the friction underneath the symptoms.
Then we follow it.
Different businesses. Same question.
What happens when I experience this business as a customer?
Major Movie Theater Chain
The customer wanted to pay them, but one failed payment turned into a broken renewal journey.
When a membership payment failed, the billing-update link in their email didn't work, and there was no clear path to retry payment. Once the membership expired, repurchasing wasn't accessible from the customer's account or main navigation, and the customer had to search externally to find the signup page.
Many customers will give up before reaching this point, and every abandoned renewal is potential lost revenue.
Resolution: Repair the billing recovery flow and create clear paths to renew or repurchase from the account, expiration messaging, and main website.
Foreign Language School
Amazing class offerings. But who were they actually for?
The business had fantastic marketing, competitive pricing, rave reviews, and thoughtfully designed classes, but it wasn't clear whether they were for beginners, conversational speakers, or native-speaking families. A potential customer didn't enroll because they couldn't tell whether they belonged in these classes.
New businesses are often tempted to say yes to everyone. However, without a clear vision of who you're creating the experience for, those early customers can begin to change the shape of the business itself.
In this case, the conversation revealed that the founder hadn't yet clearly defined the audience she actually wanted to serve.
Resolution: Define the intended customer and experience first, then make eligibility and language expectations clear throughout the marketing and enrollment journey.
Independent Band
They were winning over audiences. But could anyone find them afterward?
People at their shows were asking who they were, where to find them, and even how to book them. However, the band had almost no consistent presence beyond the stage.
Their name wasn't always announced clearly; there was no visible signage or website, social profiles were outdated, important event details were missing, and professionally produced music videos lived on someone else's YouTube channel. Even the most enthusiastic new fan had to work to find them again.
Resolution: Build a consistent presence onstage and online, with clear branding, current information, and an obvious path from “I like this band” to follow, listen, share, or book.
Customer Success Stress Test
$500
What would I find in your customer journey? The Customer Success Stress Test gives you an outside view of what's working, what's getting in the way, and what I'd address first.
Other times, you already know where it hurts.
Not every problem needs an audit.
Maybe you need to figure out what your content should actually be doing. Your offer needs work. You're launching something new. Your brand has evolved, but your messaging hasn't. You've got twelve ideas and need to know which one deserves your attention. Or there's a stubborn business problem you simply can't see your way through.
Bring me the problem. We'll work on it together.
Strategic Intensive.
A focused, 90-minute working session built around the thing you need to figure out.
Bring me a challenge, decision, idea, or opportunity. We’ll start with a complimentary call to understand what you're working through and agree on a realistic scope, so our 90 minutes can be spent doing the work, not figuring out what we're there to do.
Your Intensive might be entirely strategic, entirely hands-on, or a combination of both. We might spend an hour working through your direction and 30 minutes turning it into something tangible, or spend the full session untangling a complex decision and documenting where you've landed.
Depending on what you need, we might:
Content & messaging — develop the message, outline content, or work directly on copy
Offers & positioning — clarify what you're selling, who it's for, and how to present it
Customer experience — identify where people are getting confused, frustrated, or lost
Business direction — work through priorities, opportunities, and what deserves your attention now
Launches & projects — turn an idea into a clear direction and actionable next steps
Something weird and specific — because businesses rarely have problems that fit neatly into service menus
Depending on the scope, we might use our time to create updated web copy, a content plan, a simple piece of collateral, a strategic summary, or another agreed-upon output.
Strategic Intensive
$750
Every Intensive is scoped in advance. During your complimentary call, we'll talk about what you're trying to accomplish and what we can reasonably achieve together in 90 minutes. Your Intensive might be entirely strategic, entirely hands-on, or a combination of both.
For problems that need more than one conversation.
Sometimes the problem is bigger than a single decision or deliverable.
Maybe it crosses your website, messaging, and customer experience. Maybe you're launching something new and need support from idea through execution. Maybe your team knows something needs to change, but figuring out what, and then actually getting it done, requires sustained attention.
Or maybe it's a small problem in theory, but it can't be fixed in a day.
That's where Strategic Advisory comes in.
Strategic Advisory.
Working together to solve the business problems that need more time, attention, and expertise.
I work alongside you for a defined period to understand the problem, identify what matters, and help move the work forward.
Depending on the engagement, that might include:
Research & diagnosis — understanding what's happening before deciding what to change
Strategy & direction — establishing priorities, positioning, and a clear path forward
Customer experience — following friction across touchpoints, systems, and teams
Content & communication — developing messaging, content direction, and customer-facing materials
Projects & launches — helping shape, organize, and move an initiative from idea toward execution
Implementation support — working with you or your existing team to turn recommendations into action
We'll define the scope together, agreeing on priorities, deliverables, and level of involvement before the engagement begins.
Most Strategic Advisory projects run 2–6 weeks, with project engagements starting at $5,000.
Looking for longer-term support? Ongoing Advisory is available for select clients from $3,500/month, with a minimum three-month commitment. Scope, access, and level of involvement are agreed in advance.
Strategic Advisory
From $5,000
Project-based advisory and expertise. The scope, deliverables, and level of involvement are agreed upon in advance. Most projects are executed within 2-6 weeks. Ongoing advisory is available for select clients from $3,500/month with a 3-month minimum engagement period.