Nathalie N.

Your product or service works. Your team keeps explaining it anyway. That gap — between what you sell, what you deliver, and what customers understand — is where revenue quietly leaks. It shows up as: * Repeated support questions * Preventable cancellations or refunds * Operational overload * Customers not using what they paid for Most companies try to fix this with more training, more documentation, or more support. And the same problems keep coming back. Because it’s not a training issue. It’s a system misalignment issue. ⸻ I’m a Customer Friction Consultant. I help organizations identify where customer friction is created across their journey and eliminate it at the source. This includes: * Expectation gaps (what customers think they’re buying vs reality) * Execution gaps (inconsistent delivery, teams, or suppliers) * Learning gaps (customers or teams don’t understand what already exists) Most companies treat all of this as a support problem. That’s where costs compound. ⸻ I use PMOS™ (Product Mastery Operating System) to trace recurring issues back to where they originate — not where they appear. Instead of fixing symptoms, I focus on: * Where expectations are created * Where breakdowns happen * And why teams keep repeating the same explanations ⸻ WHAT I DO I analyze your customer journey end-to-end and identify: * Why customers cancel, request refunds, or get confused * w\What your team keeps explaining repeatedly * Where your messaging creates the wrong expectations * Where delivery (internal or supplier-side) introduces inconsistency Then I translate those insights into clear, prioritized fixes across: * Product or service communication * Customer experience flows * Internal enablement * And product or operational gaps ⸻ WHO I WORK WITH I work with organizations where customer friction is visibly affecting performance: * E-commerce → refunds, cancellations * SaaS → support overload, onboarding confusion * Services → expectation vs delivery gaps * Marketplaces → trust and quality inconsistency ⸻ HOW ENGAGEMENTS WORK Every engagement starts with a diagnostic. I compare: * How leadership defines what you sell * How teams explain it * How customers actually experience it This reveals where friction is being created. From there, I prioritize fixes based on impact, so problems are resolved at the source instead of being handled repeatedly. ⸻ If your team is still explaining the same things over and over, you don’t have a support problem. You have a system problem. Let's fix it.