About Sydney Standard
Sydney Standard is a customer experience consultancy in Sydney, run by Nick Bowker.
Nick Bowker
I help online brands find where customers go quiet after they order, and fix the small things behind it. My background is in ecommerce customer service and retail.
I am particular about the details. While I am working with you, your customers become my customers: I read what they write, follow an order from checkout to doorstep, and notice where it gets harder than it should be.
Then I turn that care into figures. Not everything can be measured, but a lot can: contact rate, response time, returns, repeat orders and satisfaction. We agree what to measure before work starts, so you can see what changed.
Experience
- eCommerce Customer Service Manager, PVH Corp
- PetCulture, part of Woolworths Group
- Retail management for Oakley, Bose and Ralph Lauren
How I work
Most customer experience problems are operations problems in disguise.
Listen
Support data, reviews, returns and a handful of interviews.
Map
The customer journey, end to end, with the friction points marked.
Fix
Quick wins first, then the scripts, flows and automation behind them.
Measure
Contact rate, response time, repeat purchase and satisfaction, agreed up front.
Start with a short conversation
Tell me what is not working for your customers. I will say how I can help, and whether a CX Health Check is the place to begin.