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We’re so glad you’re here.
We help your business design remarkable customer experience
We help your business design remarkable customer experience.
We believe in a future where people crave real human experiences.
Through keynotes, workshops, consulting, and courses, we’ll turn customer experience into your strategic business advantage.
Is this you?
Are we on the same page?
If that’s you, you’re our kind of person. You’re already well ahead of most businesses.
We’ve worked hard to design this for businesses just like yours.
Gobsmack Consulting may just be what you’ve been searching for to take things to the next level.
We work with service-based businesses who want to grow without losing their humanity. Our clients extend across professional services, health, property, hospitality, retail, trades, and community services.
From consultants to hair salons, medical centres to cafes, tradies to accountants, gyms to real estate agents.
Anywhere that people and relationships matter.
Here’s what we will do for you.
Businesses tell us
‘We feel interchangeable.’
We will help you stand out in a crowded market by helping you transition from the service economy into the experience economy.
Businesses tell us
‘Everything feels disconnected.’
We will help you create clarity around your business by utilising customer experience as your driving, unifying strategy.
Businesses tell us
‘We deliver good service, but no one talks about us.’
We will help you rethink customer acquisition through ‘experience marketing’ by creating experiences that people can’t shut up about.
Businesses tell us
‘Growth feels harder than it should.’
We will help you achieve long-term business growth by using customer experience as a lever to increase retention and customer lifetime value.
Businesses tell us
‘We’re unsure how to stay human in a changing world.’
We will help you future-proof your business by doubling down on what technology can not replace, human experiences, feelings, and stories.
Businesses that delay going ‘all in’ on customer experience often find they face another year feeling interchangeable and effort-heavy. It’s a year that leaders regret losing when they look back.
With a focus on customer experience, progress and success come sooner.
Working with Gobsmack sharpened how we think about customer experience. The focus, care, and detail they bring has helped us consistently deliver experiences our customers genuinely feel and value.
Working with Gobsmack helped me refocus on the right customers and design an intentional experience around them. The quality of the experience improved, pride returned, and the work became enjoyable again.
Working with Gobsmack helped me focus on what really matters, how our customers feel. It challenged my thinking and led to more thoughtful, people-first experiences that customers come back for and happily recommend.
Working with Gobsmack gave me clarity by anchoring decisions to customer experience. It removed stress and made it incredibly rewarding to deliver experiences customers can genuinely feel when they arrive and leave.
Gobsmack changed the way I think about customer experience. It helped me step back, see the full journey, and focus on consistency and care in the small details that shape how each of our customers feel about our business.
One of the biggest shifts working with Gobsmack was truly committing to customer experience. Going above and beyond has deepened customer relationships and increased the pride I feel in the experience we deliver.
Working with Gobsmack helped me build clearer, more thoughtful customer experiences. Better systems and communication made everything smoother, easier, and more supportive for our customers.
Working with Gobsmack challenged how I think about customer experience. By focusing on experiences that support real life, the experience we deliver has strengthened, and customer feedback continues to improve.
services
We deliver our proprietary customer design framework through keynotes, workshops, consulting, and courses. When you work with us, we guide you from theory through to full implementation.
Our work is built on years of research, testing, and hands-on application across real service businesses.
We intentionally limit the number of business we work with at any one time to ensure you have our full attention.
One Hour Keynote
One-hour storytelling keynote for leadership teams, delivered on-site, aligning customer experience strategy, driving growth, run as a single session event.
Two-Day Workshop
Two-day facilitated workshop with other businesses, hosted by us at a central location, building customer experience capability through shared learning.
Two-Day Intensive
Two-day personalised intensive for only your business, delivered on-site or hosted by us centrally, accelerating customer experience redesign through focused strategy.
Online 1-on-1 Consulting
17-week personalised remote online consulting for business owners, embedding customer experience systems through weekly coaching and accountability.
Online Group Consulting
17-week remote online group consulting for business owners, embedding customer experience systems through weekly sessions, peer learning, and accountability.
Online Masterclass
Self-paced online video masterclass for business owners, accessed remotely, teaching the Gobsmack Design Framework through flexible video lessons and practical tools.
Experience Design Toolkit
Self-guided digital manual, workbook and resource stack for business owners, downloaded online, supporting independent customer experience design through structured theory, templates, and practical tools.
There’s a lot we can’t help you with.
We focus on one thing, and one thing only – designing remarkable customer experience. We don’t offer general consulting and advice. We do one thing, and we do it well.
Remarkable customer experience.
What is The Gobsmack Design Framework?
The Gobsmack Design Framework is our proprietary system developed and refined over two decades for designing remarkable customer experience.
Through each of our services, we’ll guide your business through eight steps:
1
We map your current customer experience.
2
We identify ‘pits’ in your customer experience.
3
We fill the ‘pits’.
4
We identify ‘plateaus’ in your customer experience.
5
We improve the ‘plateaus’.
6
We help you create ‘peak’ experiences for your customers.
7
We build your experience triggers and your experience toolkit.
8
We help you create an environment for ‘intentional magic’.
CASE STUDY
What happened when Scott went ‘all in’ on customer experience?
1 FOCUS
Customer experience.
17.8%
Revenue growth
13.8%
Customer growth
Scott started his business with a simple goal: do good work and look after his customers.
And for a while, that was enough. He was providing a reliable service, and people were satisfied.
The business was steady.
But over time, and as the business grew, Scott noticed something. Customers weren’t unhappy, but they weren’t especially loyal either. The business was running harder than it needed to. He felt like he was getting pulled in 100 different directions, with 100 different focuses.
He realised he was focused on what he delivered, not how people experienced it.
Scott worked with Gobsmack to review every step of the customer journey, from first enquiry to long-term relationship. He improved communication, onboarding, follow-up, and internal systems.
He ignored 99 of the 100 focuses, and went all on in just one. Customer experience became the priority.
The results were immediate. The switch to a ‘customer experience’ focus saw monthly revenue jump by 17.8%, and customer numbers increase by 13.8%.
Scott tells us that as a result of becoming a ‘customer experience business’, customers are now happier, stay longer and refer more. The business has now entered a new chapter of growth, it’s simpler to run, more consistent, and easier to grow.
Frequently Asked Questions
Is Gobsmack right for a business like mine?
Gobsmack works best for service businesses where people, trust, and relationships create value. If that sounds like your business, we can help.
How is this different to normal business or marketing consulting?
We focus on one thing, and one thing only – designing remarkable customer experience. We don’t offer general consulting and advice. We do one thing, and we do it well.
Is this theoretical, or will we actually do the work?
This is very practical. Following the ‘Gobsmack Design Framework’, each of our services culminates with the full implementation of your new customer experience map.
How much time will this take from me or my team?
Each of our service types has a different time commitment, from a one hour keynote, to self-paced courses, to our two day workshops and intensives, right through to our 17 week mentoring program. Some of the services we offer also have ‘homework’ to help you get the most out of the programs.
What changes can I expect to see in my business?
You can expect stronger differentiation, more word of mouth, higher retention, and improved pricing power as customers remember you and talk about you.
Growth becomes easier to sustain as customer effort drops, loyalty increases, and experience starts doing the work of marketing and sales for you.
Who is this NOT for?
We can’t help if you’re looking for easy wins or short term tactics. We use customer experience as a guiding, long term strategy. If you’re the sort of person who’s playing the long game in business, and wants to do it right… we can help.
What’s the best way to start?
Every good relationship begins with a chat, so let’s start there. If we’ve got chemistry, we can discuss next steps.
How can I find out if Gobsmack Consulting is right for me?
Every good relationship begins with a chat, so let’s start there. If we’re a good fit for each other, we can discuss next steps.
Contact us
drop us a message and we’ll get right back to you to organise a chat.