You can't fix what you can't see.
Customer Experience Audit
Do you know where your guest experience is causing friction and costing you, or are you guessing?
Right now decisions are being made on assumption. You think you know why guests don't come back. You think you know where the team is losing time.
The audit tells you what's true and it's impact is always different than you first expect.
Let's dive in
The headspace to see the bigger picture without having to find it yourself. Seeing clearly where the gaps are in the business and what's costing you.
Clarity on where the business is losing time and money
01
Guests who could come back but haven't been asked. upsell revenue within existing clients you hadn't identified because you don't have the time or ask the right questions.
Time saved working on the right areas
02
Knowing what's going to make the biggest difference in the quickest time, whether that's your sales process or guest communications, without making changes that aren't necessary.
Opportunities you hadn't even thought of
03
Confidence in what your guests actually want so the changes you make are on the things that will genuinely improve their experience and yours, not the things you think might.
Decisions based on facts, not assumptions
04
What's included
Initial Strategy session- Understanding your business, your guests and where you want to get to
Full business review- Guest journey, operations, financials and team structure
Guest and team interviews- A 360° view of what's actually happening
Written audit report- Full findings, clearly laid out with prioritised next steps in line with your capacity
“Working with Bella, our guest experience has improved beyond our expectations. Our product from website to customer contact is of a higher quality and more in line with our customer expectations.”
— Clive Owen
MD, SKI CHALET ANDORRA
“I can now see how I'm going to be able to continue to scale the business within the packages I have, alongside clarity and moving away from that feeling that I'm flying by the seat of my pants.”
— Robin Hayhurst
Construction industry mentor
Timeline
Eight weeks from kick-off to final report and action plan. Timings flex around your season and availability.
Your time
A few hours across the eight weeks. The heaviest lift is the initial context session and being available for your team and guests to be interviewed. Everything else sits with Bella.
Investment
Starting from £5,000. Payment plans available. We'll talk through what's right for your business on the discovery call.
The practicalities
What happens next
You book a discovery call. It's free.
We spend thirty minutes looking at where your business is right now, what you're trying to achieve, and whether the audit is the right starting point.
If it is, we'll talk through how it works and what the next steps look like. If it isn't, you'll hear that too.
Dave Plunkett
The Collaboration Junkie, Partnerships Consultant
CASE STUDY
01. Why they came
Before working with Bella, I constantly felt a nagging doubt that were I wasn't quite doing enough for clients. There was a lingering sense of guilt, uncertainty, and a lack of clarity around what needed to happen and when.
02. What we did
Through Bella’s guidance, we refined our processes, ensuring every step of our client experience was intentional, cohesive, and seamless. She helped us gain clarity on our priorities, aligning our operations to deliver with precision and confidence.
03. The results
I've got a much clearer understanding of what I should be doing and when, everything just feels more cohesive now, it's more joined up, it's more precise, I feel proud about what we’re delivering.
If you’re wondering whether to make the investment, time and resources because this is something you feel you could do yourself, I promise you, you don't know it as well as Bella. You're saving time and delighting your customers that much quicker
Frequently asked questions
No. That's what the audit is for. Most founders come in knowing something is off but not being able to name it. We find out together.
Very little. Most of the work sits with me. You'll need to be available for an initial session and to connect me with a few guests and team members for interviews. Beyond that it runs around you.
Have the conversation anyway. Payment plans are available, and what the audit uncovers often pays for itself quickly.
Yes, I am based in Andorra, working with adventure travel, tours and experiences businesses across Europe and internationally, in person and remotely.
What are you
looking to solve?
Sort the part of your operation that keeps causing friction
There's a part of your business that keeps breaking down, your guest communications, your DMC relationships, your systems, your onboarding. Left unresolved it costs you time, margin and repeat bookings year on year.
The structure to let your experiences speak for themselves
When the structure behind your business isn't solid, it's noticeable. It costs you time, money and eventually your reputation. While you're still holding it all together, you'll never have the space to focus on the details that matter or the growth that's possible.
