JTs Advisory GroupJustin Thomas · Founder & Executive AdvisorBook a private conversationCustomer experience consultant
Build a customer organization that earns trust and drives growth.
JTs Advisory Group helps leaders improve the customer journey across acquisition, onboarding, service, success, retention, and recovery by aligning teams around clear ownership and measurable outcomes.
Denver, Colorado · Serving leaders across the United States
Practical support built around the real constraint
Customer experience is an operating system, not a slogan.
Strong customer outcomes require more than empathy or isolated service improvements. The work connects strategy, process, people, technology, metrics, and leadership expectations across the full customer lifecycle.
- 01
Map the moments that create trust, friction, churn, or avoidable cost.
- 02
Clarify ownership across Sales, Service, Success, Product, and Operations.
- 03
Define standards and measures that reflect real customer outcomes.
- 04
Build the operating cadence and accountability required to improve consistently.
Frequently asked questions
What leaders usually want to know.
- 01
What does a customer experience consultant do?
The work identifies friction across the customer journey and helps leaders align teams, ownership, standards, metrics, and operating practices around better outcomes. - 02
Does customer experience include Sales and Customer Success?
Yes. Customer experience begins before the sale and includes acquisition, onboarding, service, success, retention, recovery, and advocacy. - 03
Can you help improve service operations?
Yes. The work can address service design, escalation, quality, staffing, productivity, customer trust, performance management, and cross-functional ownership.
Private · Direct · Practical
Bring the real challenge.
The first conversation is complimentary and focused on the decision, opportunity, or constraint in front of you.