We find where a product or service is failing its customers. Then we fix it.
Product, engineering, and marketing teams speak fluently to each other, and the people buying from them speak none of that language. We find where that gap is costing you customers and close it, often lowering your cost to serve along the way.
Fractional engagements, accountable through implementation.
Is your customer represented in your go-to-market strategy?
Most teams believe they know their customer, yet the actual experience exposes gaps that customers never report but act on, churn and support costs, and missed revenue opportunities where you aren’t actually meeting all of your customer’s needs.
CASE STUDIES
Our work in practice.
Concept & Capital Planning
Expertise that doesn’t account for your market is how good projects get shelved.
↓ 30%
all-in project cost, with 45% more guest rooms
UpVentures · private development
Service Model Redesign
When what you’re selling isn’t what your customer thinks they’re buying.
↑ 300%
frontline productivity in 18 months
Sonder · venture-backed, $621M revenue
New Revenue Product
What your customers keep asking for is often a commercial product you haven’t priced yet.
↑ $3.5M
new recurring revenue at 90% margin, within 12 months
Sonder · built in 12 months by a five-person team
Positioning & Capital Program
Positioning isn’t a marketing decision. It’s the first capital decision.
$80M+
capital program guided over seven years
Inns of Aurora · privately owned
WHAT WE DO
We advocate for the human behind every transaction, working across diverse teams within your organization so that the experience your customer actually has matches the one you designed.
Experience obsessed, always.
experience diagnostics & root cause analysis • service design & blueprinting • service model transformation • capital project & concept consulting • labor model & operational efficiency • technology selection & implementation • AI implementation & maturation • family office dynamics • fractional CXO leadership
WHO YOU’LL WORK WITH
Elizabeth Martyn, Principal
Nearly two decades of redesigning service for luxury resorts, a $621M tech-enabled service platform, and growth-stage companies have taught Elizabeth to start with the people using the product and work back to the business. She draws on Meryl Eriksen for team development, frontline optimization, and food & beverage experience, and on Michael Ryzewic for product, engineering, and data.
ENGAGE WITH US
Insights that are actionable tomorrow, not reports to put on the shelf for next quarter.
We work the way your organization actually needs us to: start with a single day on site, leverage senior capacity for a defined sprint, or embed us for the long run
Rapid Intensive
Deep Dive · 1-Day Onsite · From $5k
A 1-day diagnosis of where the customer experience is breaking down, paired with a solid set of next steps to address gaps and implement change immediately.
- Experience diagnostic
- Root cause analysis
- Actionable takeaways & next steps
Focused Sprint
Defined Scope • 6-8 weeks
You know your area of focus, but need to add exceptional, experienced capacity to your team to enable you to execute rapidly and successfully.
- Tech gaps & solution identification
- Labor model optimization
- Added firepower during transformation
Ongoing Fractional
Custom · Monthly Retainer
Service design and experience-oriented leadership embedded in your organization, with the context and continuity to drive meaningful, sustainable change.
- Fractional CX/CXO leadership
- Design & implementation
- Performance & feedback loops
WHO WE’RE A FIT FOR
If real people use your product and something isn’t working, you’re in the right place.
Founders · Scaling
Growing faster than your service model
Revenue is up and the cracks are showing in contact volume, churn, and cost, usually a sign the service model has been outgrown.
Founders · Pre-launch
Building before you’ve locked in the model
Capital decisions and operating models made in the concept phase are the hardest to undo. Get experience design in the room before they’re set.
Founders · Go-to-market
Built by experts, bought by everyone else
Product, engineering, and marketing/sales speak fluently to each other, while your customers speak none of that language and rarely admit they’re lost, then their confusion shows up as churn instead of feedback.
Operators · Cost pressure
Reducing operating cost without sacrificing quality
You’re being asked to do more with less, and we’ve reduced headcount and optimized labor models without degrading the customer experience, often while improving it.
Operators · Tech modernization
Ready to implement, not just plan
You’ve found technology that could transform your product and service experience, and you need a partner who can take it from selection through full implementation.
Investors · VC & PE-backed
Moving fast on a growth mandate
Cost efficiency and customer experience are both on the scorecard, and we speak both languages fluently.
Boards · Advisory
Someone in the room who speaks for the customer
Boards are well served on revenue, risk, and capital, yet few have someone who can interpret a service model or customer feedback and see how things are breaking at scale.
Sure something’s wrong, not yet sure what?
Let’s have a conversation
You don’t need the problem defined before our first conversation, only the evidence that something isn’t working. If we’re not the right fit, we’ll say so and point you toward who is.
Is a fresh look at experience design your solution?
Whether you already know something's not quite right or you're still trying to define it, we’d love to learn more.
Prefer email? elizabeth@sophoscxo.com