Morgan

Morgan Wall, Customer Experience and Strategy consultant

I’m a subject matter expert bringing industry best practices and SaaS prowess to small businesses and early stage startups looking to ignite their customer experience.

Before and in tandem with freelancing, I have driven successful outcomes in SaaS for the thousands of customers around the globe using those tools, created and grew teams and processes that scaled, and created customer-centric culture org wide.

Bring my skill set to your small business or early stage startup to maximize your customer experience impact and business outcomes. I help your customer initiatives run leaner— and better.

Explore my offerings and rates.

Services

A la carte for your unique needs.

Check out the categories of offerings below.

Customer Success Management

Services

Customer Advocacy

Services

Team Training & Leader Enablement

Services

Customer Support

Services

Customer Success Management

Building or elevating the systems that deliver success to your high-value customers and clients

Retainer Services

• Monthly maintenance of customer success strategies
• Regular reporting and analysis
• Custom services as needed and included in packages

Rates & FAQs

Customer Success Strategy Development

• Assessing current customer success processes.
• Developing and implementing new strategies in line with key business goals.
• Creating customer journey maps and plays

Rates & FAQs

Customer Onboarding Optimization

• Analyzing and optimizing onboarding processes
• Implementing tools and techniques to enhance user adoption

Rates & FAQs

Retention Analysis & Improvement

• Analyzing customer churn patterns
• Implementing strategies to improve customer retention

Rates & FAQs

Knowledge Base Management

• Creating and updating a comprehensive knowledge base
• Ensuring content is user-friendly and easily accessible

* Discounted retainer pricing offered for this service

Rates & FAQs

Customer Feedback & Surveys

• Creating and conducting customer satisfaction surveys
• Analyzing feedback and providing actionable insights

Rates & FAQs

Training for Success Teams

• Conducting training sessions for customer success teams
• Workshops best practices in customer service

* Rates available for individual sessions, groups of sessions, or on retainer

Rates & FAQs

Escalation Management System Setup

• Create a system for efficient handling of escalated issues
• Training success teams on effective escalation procedures

Rates & FAQs

Customer Advocacy

Connecting your organization to the Voice of the Customer.

Retainer Services

• Monthly maintenance of customer advocacy programs
• Regular reporting and analysis
• Coordination of customer advocacy events or activities
• Custom services as needed and included in packages

Rates & FAQs

Customer Advocacy Program Development

• Assessing current customer advocacy strategies.
• Designing and implementing a customer advocacy program.
• Creating guidelines for customer testimonials, case studies, and references.

Rates & FAQs

Customer Advocacy Campaigns

• Planning and executing campaigns to promote customer success stories
• Coordinating with customers or clients for testimonials, reviews, and referrals.

Rates & FAQs

Customer Referral Program Setup

• Designing and implementing a customer referral program
• Providing ongoing management and optimization as needed and outlined in project scope

Rates & FAQs

Customer Feedback and Insights Gathering

• Setting up systems to collect customer feedback
• Analyzing data to provide actionable insights for improvement

Rates & FAQs

Training for Customer Teams

• Conducting advocacy training sessions for customer teams
• Working on best practices in customer advocacy

* Rates available for individual sessions, groups of sessions, or on retainer

Rates & FAQs

Team Training & Leadership Enablement

Enabling your leaders and teams with sustainable practices and resources

Retainer Services

• Regular updates to training materials based on industry trends
• On-call strategic support for urgent consultations, critical issues, and decision making
• Monthly analysis of customer-facing team performance
• Recommendations for optimization and improvement
• Custom services as needed and included in packages

Rates & FAQs

Team Training Development

• Developing customized training programs for customer-facing teams.
• Conducting workshops on effective communication, problem-solving, and customer-centric approaches.

Rates & FAQs

Customer Leadership Development

• Creating leadership development programs for current or future leaders
• Providing coaching and mentoring for leadership skills enhancement

Rates & FAQs

Customer Experience Design Workshops

• Conducting workshops on designing and delivering exceptional customer experiences
• Training teams on identifying touchpoints and creating memorable interactions

Rates & FAQs

Customer Journey Mapping Training

• Training teams on the process of creating and utilizing customer journey maps
• Providing hands-on sessions for practical application

Rates & FAQs

Conflict Resolution & Difficult Customer Handling Training

• Developing training programs for handling difficult customer interactions
• Providing techniques for conflict resolution and de-escalation.

Rates & FAQs

Customer-centric Culture Implementation

• Assisting your organization in embedding a customer-centric culture
• Providing training on aligning company values with customer success

Rates & FAQs

Customer Support

Launching or optimizing the front lines of your brand or business.

Retainer Services

• Monthly maintenance of customer support strategies
• Regular reporting and analysis
• Custom services as needed and included in packages

Rates & FAQs

Knowledge Base Management

• Creating and updating a comprehensive knowledge base
• Ensuring content is user-friendly and easily accessible

* Discounted retainer pricing offered for this service

Rates & FAQs

Training for Support Teams

• Conducting training sessions for customer support teams
• Working on best practices in customer service

* Rates available for individual sessions, groups of sessions, or on retainer

Rates & FAQs

Customer Support Strategy Development

• Assessing current customer support processes.
• Developing and implementing new strategies in line with key business goals.
• Creating guidelines for effective customer interactions

Rates & FAQs

Help Desk Optimization

• Analyzing and optimizing help desk workflows
• Implementing tools and techniques to enhance response times

Rates & FAQs

Customer Satisfaction Surveys & Analysis

• Creating and conducting customer satisfaction surveys
• Analyzing feedback and providing actionable insights

Rates & FAQs

Multi-Channel Support Implementation

• Expanding customer support to various channels (email, chat, social media)
• Integrating tools for seamless multi-channel communication

Rates & FAQs

Escalation Management System Setup

• Create a system for efficient handling of escalated issues
• Training support teams on effective escalation procedures

Rates & FAQs

In need of a custom solution? Or a bit of everything? Lets chat.

Client Onboarding & Project Kickoff Processes

Every new partnership follows this process:

1. Once the scope and timeline of work is set, you’ll fill out my project brief that will guide my initial project outline.
2. I’ll build out the outline based on these details and request a 50% deposit based on the scope on the agreed work. I’ll complete and send over the outline once that is paid.
3. We’ll hop into the working tool(s) that we’ve agreed on for the project and begin our collaboration. You’ll share any notes, comments, or questions before I dive into production.
4. Production scope of a la carte services, packages, and retainer services will be defined in our partnership’s first steps above, but my goal for all services is to keep you informed of where I’m at every 3 days with a status report, unless we’ve agreed on something different. For smaller projects, I will likely be finished before you think to ask how things are going.
5. You’ll leave any feedback and thoughts in the resource(s) as we follow the path toward successful completion of the work.
6. We’ll sign off on final approval, and I’ll send over the invoice for the remaining 50% balance to be paid, Net0.

Once the final product is delivered, I’ll ask you to complete an exit survey.

Packages and Pricing

Every project quote is value-based— which means you’re paying for the value and ROI of the finished product. Rates also include:

• Time for research and customized approach development
• Enablement resource production
• Access to my extensive network of industry resources: With years in SaaS Customer Experience under my belt, I’ve built an extensive network of knowledgeable sources.

Starting Prices

Most one-time projects are custom-quoted based on scope.

Clients hoping to secure me on retainer will receive custom-quoted rates as well, depending on the retainer scope. Currently, retainer rates range from $500-$3,000+ monthly depending on the scope of our partnership.

Hoping to work with me again? Reach out to me directly for VIP partner rates— this applies to all offerings.

Referred a new client? Receive a proportional credit toward future services once they’ve paid.

Payment, Optional Add-ons, & Start Date

Your invoice will have a link that allows you to pay online with a credit card. Bank transfers are also welcome.

Every project includes one round of revisions unless otherwise specified in the project’s scope. If additional iterations are needed, there is a project-based fee for additional work. This fee helps to ensure we’re both on the same page from the start of the project.

I typically have 1-2 openings for new clients each month, but they fill up quickly. The sooner we can start the conversation, the better. Capacity for retainer clients is determined on a case-by-case basis, as the scope of each client’s needs is different.

If you need me RIGHT NOW: I’ll move you to the front of the line and top of my to-do list, but a 25% priority fee will be added to your invoice.

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