Business & Operations Structure
Fractional CXO — Own the Experience Your Customers Have After They Say Yes
A part-time Chief Experience Officer for service businesses: onboarding, communication, service delivery, follow-up, and retention — designed, measured, and owned by one person, without the executive salary.
Book a Free ConsultMarketing got them in the door. Then what?
There's no defined standard for what a customer should hear, see, and receive from first contact to final invoice, so it changes with the crew, the mood, and the season.
Marketing owns the lead. The field owns the job. The office owns the invoice. The customer's experience falls in the gaps between them, and that's where reviews, referrals, and repeat work are lost.
Without a way to measure the experience while it's happening, the first signal that something's wrong is public.
This is for you if…
- Your marketing is working but reviews, referrals, or repeat business aren't keeping up
- You have staff and crews customer-facing every day and no written standard for how they do it
- You want to grow without the owner being the one who fixes every unhappy customer
This isn't for you if…
- Your constraint is getting customers in the first place — that's the marketing side, see Fractional CMO
- You want someone to answer your phones or run your customer service desk day-to-day — we design and lead it, your team runs it
- You have fewer than a handful of customers a month; a one-time procedures engagement is the better buy
What you get
- A mapped customer journey from first contact to repeat purchase, with the owner of each step named
- Service standards in writing: what every customer hears, sees, and receives at each stage
- Onboarding, communication, and follow-up sequences your team runs the same way every time
- A complaint and recovery process so problems get fixed before they get reviewed
- Experience metrics you can read monthly: response times, job-completion follow-up, review rate, repeat and referral rate
- Customer-facing roles and role descriptions, plus training for the people in them
- A monthly plain-English report and direct access — you call me, not a ticket queue
How it works
- 01Assess — walk the customer's path through your business as they see it; find where it breaks
- 02Design — service standards, sequences, and recovery process, agreed with your team
- 03Run — weekly cadence with your customer-facing staff, monthly experience report to you, quarterly reset
- 04Hand off — the standards, roles, and metrics become yours; the seat becomes a full-time hire or unnecessary
What it costs
Starting at: From $2,500/mo · ~4 hours a week · 90-day initial term, then month-to-month
What moves the number
- Hours per week (8+ hours from $4,500/mo)
- Number of customer-facing roles and locations
- Whether the automation that supports it — reminders, follow-up, review requests — is included or scoped separately
- State of existing procedures and customer data
- Whether the marketing side is also under management (Fractional CMO), which shares the reporting
Exact scope and price come out of the consult — in writing, with a delivery window.
FAQ
Questions we get asked
Works with
Next step
Ready to start?
30 minutes. No pitch deck. Free 12-month roadmap either way.
Book a Free Consult