Welcome to the home of Stellar customer experience!
At Stellar CX our mission is simple, we offer tailored support to help your business develop and optimise customer strategy, differentiate you from the competition and create a customer centric culture that both your customers and your employees feel truly passionate about. Creating a remarkable customer experience for your clients is proven to foster loyalty, drive repeat business, increase brand advocacy, reduce costs and improve employee retention and engagement, ultimately leading to higher revenue and long-term profitability.
Creating Growth Through Outstanding Customer Experiences
At Stellar CX, we are passionate about helping businesses thrive through exceptional customer experiences. We believe that great customer experience isn't just a department—it should be the DNA of your business.
Here's why we're the best at what we do:
Why Choose Stellar CX?
Remove the jargon
Tailored Solutions
Real Industry Experience
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There’s a huge amount of information and mis-understanding about CX online and within various industries. It can be hard to know where to look, who to trust and where to start. Cut out the noise and generalist agency pitches for CX activities that aren’t relevant to your business and follow the Stellar three step process to developing, implementing and measuring your successful CX strategy
We recognize that every business is unique. That’s why we customize our approach to meet your specific challenges, industry demands, and goals. Whether you’re managing a private business or a large PLC, we’ll guide you on how to craft the perfect customer experience strategy for your needs.
With over twenty-five years of experience as a business leader in Customer Experience, Marketing and Sales, our founder Gem Jones has walked in your shoes and understands exactly what it’s like to balance the need to continually hit the number in the short term, whilst striving to create a customer strategy for enduring success.
Diverse Expertise
Proven Methodology
Results-Driven
Our highly experienced panel of associate experts bring specific support, knowledge and horsepower to your project based on your specific needs, when you need it. We can assist with all aspects of customer research, IT development, systems reviews and customer brand and communications.
Our innovative processes are grounded in real-world success. Through our proven frameworks, inline with recognised CX Academy teaching, we will give you the tools to transform customer touchpoints into opportunities for growth.
We don’t just aim for satisfaction—we aim for measurable success. We’ll work with you to ensure your customer strategy leads to tangible outcomes for your business. We can help you to implement customer measures, create customer dashboards and produce compelling business cases with measurable ROI to gain board level buy-in.
Long-Term Partnership
Enduring Differentiation
We believe in building lasting relationships with our clients. Our commitment to continuous improvement means we’re always evolving alongside your business, ensuring you stay ahead of customer expectations and competitive pressures.
When you partner with Stellar CX, you’re not just improving customer experience —you’re unlocking the full potential of your business and creating true differentiation. Let us help you create remarkable experiences that drive loyalty, growth, and long-term stellar success!
What do we mean by Customer Experience?
Often misunderstood as customer service or only the concern of the customer facing service teams, Customer experience in fact refers to the feeling a customer has of your business, based on every interaction they have with your brand, from the first touchpoint to post-purchase and is judged based on that customer’s expectations. Increasingly, in today’s connected world, our customers compare our products and services with those available across the world, increasing expectations across business-to-business interactions, as well as those direct with the consumer. Few companies have a truly unique product or service offer that cannot be matched elsewhere and therefore we often find ourselves in price competition or enhancing deals financially to secure business. CX is about creating positive, consistent, and seamless experiences across all customer touchpoints. Creating a remarkable customer experience for your clients is proven to foster loyalty, drive repeat business, and increase brand advocacy, ultimately leading to higher revenue and long-term success for the company. A strong customer strategy within your business also provides opportunities to create more efficient and cost-effective processes and crucially is known to improve employee engagement and retention. It’s not just about providing a good product or service; it’s about how customers feel throughout their entire journey with your business for the lifetime of their patronage of your brand.
The power of customer experience
Customer Experience is just another word for customer service, right? Wrong! Customer experience is how your customer feels based on EVERY interaction they have with your brand or service. That means that it’s not just the role of your customer service team to provide an exceptional customer experience. Brands who provide exceptional customer service understand their unique end to end customer journey, they know what matters most to their customers and they focus on getting every single interaction just right from their customer’s point of view. Why? Customer’s who develop strong bonds with your brand through remarkable customer experience buy more, in my experience at least 20% more by value, buy more often and become advocates of your brand, reducing your costs of new revenue acquisition. Highly satisfied advocates of your brand, also cut you more slack when you inevitably get it wrong from time to time, reducing your resolution costs (providing you fix it well!) and beyond that, these customers will help you to review your processes, remove inefficiencies and focus investment on what matters most to drive further customer loyalty and advocacy. Time to review your customer experience strategy?
Our Services
We work with business leaders in all sectors to help them develop a clear and differentiated customer strategy, tailored to their unique business and clients. Our goal is to help you create a sustainable route to growth and increased profitability by giving you the tools to create deep emotional bonds with your customers maximising loyalty and advocacy.
Projects
We can assist with all areas of the CX journey from channel strategy and customer journey mapping, future journey state and project prioritisation to defining your metrics, developing compelling business cases and reviewing ROI to creating your communication and engagement plans for employees and customers.
3 Step Framework
Using our simple three step framework, we remove the jargon and allow any business to capitalise on the significant benefits of a customer centric approach without committing to expenditure.
About Stellar CX
At Stellar CX we work with business leaders to help them develop a sustainable route to brand differentiation and profitable growth through the creation of a clear and differentiated customer experience road map. The Stellar CX, simple three step framework removes the jargon and allows any business to capitalise on the significant benefits of a customer centric approach. We can guide you every step of the way, from an initial health check to understand your starting point and unique needs, to customer journey mapping, vision and promise development, defining metrics, through to ROI and communications plans to ensure an effective and enduring program. We help businesses who are new to the concept of customer experience and businesses who have already started the journey but require support in certain areas to truly excel.
Meet the team
Gemma Jones BA (Hons) CXAD(Dip)
Founder
My absolute passion is helping businesses to develop their CX strategy to create outstanding customer experiences. Before founding Stellar CX, I spent over twenty-five years as a business leader in Customer Experience, Marketing and Sales and therefore understand first hand the challenges of creating a customer strategy for enduring success, alongside short-term business demands. Experienced in the development, execution, communication and ongoing management of customer strategy, I hold a first class honours degree in business and a professional diploma in CX. I was delighted to receive the Global CX100 award in 2024.
