A scholar-practitioner blueprint
Turn customer
experience into
measurable profit.
The CX Profit Blueprint distills 20+ years of service industry experience across aviation, retail, education, and healthcare internationally — plus doctoral research into the implications of CX management on effective leadership practices — into a practical playbook for leaders who refuse to treat experience as a cost center.
20+
Years in service industries
DBA
Candidate, Organizational Leadership
MBA
Master of Business Administration
Educator
Years in secondary & higher business education
The Math of Retention
The numbers most SMBs never run.
You already paid to acquire your customers. The blueprint shows you how much margin you're leaving on the table when they quietly walk away.
5–25×
More to acquire a new customer vs. retain one
+95%
Profit lift from a 5% retention increase
68%
Customers leave due to perceived indifference
86%
Buyers pay more for a superior experience
Built For
Leaders of small and medium businesses.
Founders & CEOs
You set the vision. This blueprint gives you the language and metrics to align your team around experience as a growth engine — not a line item.
Operations Leaders
Turn daily friction points into standardized processes that scale. Reduce churn without adding headcount.
CX & Service Managers
Prove the revenue impact of every touchpoint. Build the business case for investment in retention over acquisition.
SMBs Ready to Scale
Revenue is growing, but retention is flat. Stop the silent churn that erodes margin as you expand into new markets.
Consultants & Coaches
A practitioner's framework you can apply immediately with clients across industries and cultures.
Educators & Trainers
Bridge academic CX theory with real-world application. A teaching companion grounded in international service practice.
The Blueprint
Four movements from friction to flywheel.
Diagnose the Journey
Map the friction your customers actually feel — not the journey you assume they take.
Co-Create the Value
Apply Service-Dominant Logic to design experiences your customers help build.
Measure What Compounds
Track the CX metrics that correlate with retention, referrals, and margin growth.
Operationalize Profit
Translate experience into pricing power, lifetime value, and durable competitive moats.
Inside the Blueprint
Eight chapters. Zero fluff.
A practical CX guide for small and medium-sized businesses — with diagnostics, frameworks, scripts, and a 30-day action plan you can start tomorrow.
- 01Why Customer Retention Is Your Most Profitable Strategy
- 02The Hidden Profit Drain: Diagnosing Your CX Gaps
- 03The 5-Step CX Retention Framework
- 04Mapping the Customer Journey for Revenue Impact
- 05Turning Complaints Into Loyalty: Service Recovery
- 06Building a Customer Feedback Engine
- 07The Economics of Loyalty: CLV & Retention ROI
- 08Quick-Win Action Plan: Your First 30 Days
“Exceptional customer experiences are not delivered. They are co-created.”
Clémentine Lucie Bata · Former CX Lecturer, Rennes School of Business
Get the Blueprint
Choose your edition.
Every edition is the complete blueprint, professionally translated. Instant PDF download via secure checkout on Payhip.
Built for leaders who measure
Stop guessing what your customers want.
Co-create it.
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