Customer Experience Transformation
Find what losing customers is quietly costing you.
Now taking one pilot client. A diagnostic that sizes what losing customers costs in your own numbers, finds where they quietly leave, and hands over a routine for closing the loop between what customers tell you and what the business does about it - offered once, at half price, in exchange for the proof.
QUICK GLANCE
The cost of losing customers, in your own numbers.
The number first,
then the reasons.
What losing customers costs each year, sized from figures you already hold - then where, and why, they leave.
Your customers,
in their own words.
Conversations with loyal, at-risk and recently lost customers, tested against what your own team sees every day.
A loop that
keeps running.
A simple routine for turning what customers say into action, with owners and measures, handed over to your team.
Why a pilot? Twenty years of customer experience work, delivered in employed roles. This is the first time it's offered independently, and the pilot is how that proof gets built - openly, with one client.
Half the full price of £9,500. Fixed, and agreed before anything starts.
Does this sound familiar?
Customers rarely complain. They just stop coming back.
Your business runs on repeat custom - contracts that renew, or customers who buy again. Most of them do. Some quietly don't.
Feedback gets collected, in surveys, reviews and conversations with your team. Some of it gets read. Less of it reaches anyone who can change anything, and the customer who raised it rarely hears back.
By the time the drop shows up in the numbers, the customers behind it left months ago.
That quiet loss is usually worth more than anyone has put a figure on.
Starting with the number
What the leak costs, before anything else.
How many customers you lose each year, multiplied by what a customer is worth to you. Most businesses with repeat custom already hold both figures. They've rarely been put side by side.
The figure comes first because it tells you how much the rest is worth. The conversations, the journey map and the fixes then explain the number, and close it.
How the pilot works
Three phases, over twelve months.
Conversations with your team and around ten to twelve customers, the retention number sized from your own figures, and a leadership workshop to agree what to fix first. You leave with a prioritised roadmap, a close-the-loop routine and a baseline to measure against. This is what the pilot price covers.
Help trialling the first two or three fixes and getting the routine running with your team. Agreed separately, at a day rate, only if you want it.
Two short reviews measuring retention, customer value and satisfaction against the baseline. Included in the pilot, because they're where the proof comes from.
What the diagnostic covers
Five questions, answered with evidence.
Who the pilot is for
One business, chosen carefully.
The pilot has to produce a result worth publishing within a year, so it suits a business with:
The exchange
Half the price, in return for the proof.
The pilot is the full diagnostic, not a lighter version. The discount is a straight exchange, written into the agreement so both sides know exactly where they stand.
Proof, from previous roles
500+ to ~90
Outstanding customer queries, after I redesigned a full customer experience operating model in a previous role - how queries were captured, routed and owned, the service levels behind them, and the training to run it.
Delivered before Hypernova Transform was founded, and shown as exactly that. The pilot exists so the next proof point on this page is an independent one.
About
I'm Adrian, and I'll be the one doing the work.
Two decades leading commercial and customer transformation inside organisations like Bridgestone, SHV Energy (parent of Calor Gas), AGA Rangemaster and Fired Earth - including the customer experience work behind this pilot.
There's no junior team behind a senior name. The person who designed the diagnostic is the person talking to your customers, running the workshop, and coming back at six and twelve months to measure what changed.
AI-assisted, human-led: I briefed this, reviewed every word, and stand behind it as if I'd typed it myself. Read the AI Policy →
Common questions
A few things worth knowing upfront.
Why a pilot, and why only one?
The customer experience work behind this is twenty years deep, but it was all delivered in employed roles. Hypernova Transform hasn't yet delivered it independently, so the first engagement is openly a pilot: the proof gets built in the open, with one client, and then the service is offered to everyone at full price.
Why half price, rather than free?
Because the work is the full diagnostic, not a lighter version, and it's worth the full price. The discount is an exchange for the proof - a named case study with published figures, access to the data for the six and twelve-month reviews, and a reference call. A paid pilot also gets the time, access and attention it needs to produce a result worth publishing.
How long does it take?
Around thirteen days of work, spread over five to six weeks. The customer conversations set the pace, because they fit around your customers' diaries rather than ours.
Does it include Net Promoter Score (NPS)?
Yes, as a measure. If you don't already track NPS or customer satisfaction, a simple baseline is set up during the diagnostic so the six and twelve-month reviews have something to compare against. But the headline is the retention number - what losing customers actually costs - because that's what tells you what to fix and what it's worth.
Do we need a customer experience platform?
No. The diagnostic works with the data and tools you already have. Where a platform would genuinely help later, that's a recommendation you can weigh, not a condition of the work.
We're a B2B business. Does this still work?
Yes - often better, because customer relationships are fewer and more valuable. The conversations are planned around accounts rather than individuals, usually with more than one person in each account.
What happens after the pilot?
The roadmap and the routine are yours to run. If you'd like help trialling the first fixes, that's agreed separately at a day rate. Either way, the six and twelve-month reviews are included in the pilot. After the pilot, Customer Experience Transformation is offered to everyone at the full price of £9,500.
What do you need from us?
A senior sponsor, time with the people closest to your customers, the numbers needed to size the leak (how many customers you have, how many leave, and what a customer is worth), and introductions to around ten to twelve customers.
Get in touch
Let's talk about the pilot.
If your business runs on repeat custom and you'd like to know what losing customers is costing, I'd like to hear from you.
Hypernova Transform
Customer Experience Transformation
Find what losing customers is quietly costing you - now taking one pilot client, at half price.
