PAIN POINTS
📣
Ads keep running
but messages slip through
👤
Relationships live with one person
who takes the clients when they leave
💬
Complaints get explanations first
small issues turn into bad reviews
🧩
Too few hands
so nothing was ever systematized
CORE LOGIC
Fix only one part, and the other two cancel out the results.
Marketing
Bring the right people in
AWARE ・ APPEAL
Bring them in →
Sales
Turn visitors into customers
ASK ・ ACT
Close the sale →
Customer Relationships
Get customers to stay, return and refer
ADVOCATE
Word of mouth feeds marketing ↺
Loop A
Questions heard on the front line → back into marketing content and FAQs
Loop B
Happy customers → word of mouth, referrals, reviews
Customer records: data shared by all three
Who came・Where from・Why they bought・Why they didn't・Why they came back
SERVICE SCOPE
Your strategy session results decide which ones come first.
BEFORE
Contact & Experience
DURING
Inquiry & Closing
AFTER
Retention & Repeat Purchase
FOUNDATION ・ The people and systems that keep it all running
Customer records & handover
Staff incentive programs
Proactive staff care
SOP・Training・KPI
FIELD NOTES
Observation 01 ｜ Complaints
When customers complain, fix the relationship first, not the facts
What I see: staff rush to explain and dig up old records, and nobody tends to how the customer feels first.
Read the mood
Eyes・Body language・Tone・Urgency
Clarify the need
Would you like a replacement?
Act right away
Apologize・Redo・Exchange・Refund
Training
Keep it from happening again
Observation 02 ｜ Sales process
What I see
Ads go live before the process is ready: missed messages, scattered information, no clear point to close.
My take
Optimize the sales process before any marketing begins.
Observation 03 ｜ Systems
What I see
Too few hands, so nothing was ever systematized; AI customer service gets added, but it talks too much and never guides the next step.
My take
Start by collecting leads regularly, unifying touchpoints and keeping records; bring in systems once you've grown.
PLANS
The difference: "find the problems" or "find the problems, then put the fixes in place."
PLAN 01
Full Diagnosis
A complete audit of customer relationships and sales process, carried out by your own team
2 days
on-site
1 month
duration
NT$120,000
PLAN 02
Optimization & Implementation
After the diagnosis, we put the improvements in place on-site until your team owns them
6 days
on-site
3 months
duration
NT$360,000
Requirement ｜ One internal point person
Chains ｜ One shared training location
I don't promise sales numbers, because sales also depend on product, price and market. What I do is find where you lose customers and design every step well. Final terms are set by contract.
PROCESS
01
Strategy session
02
On-site audit
03
Optimize & adjust
04
Training & handover
ABOUT NICOLE
I've built brands and started businesses, so I understand what owners are thinking and where the front line gets stuck. I've worked with a makeup artist of 20 years, an aesthetic clinic of 17 years and a garment manufacturer of 35 years.
18yrs
hands-on e-commerce & CRM
12yrs
serial entrepreneurship
8+
industries served
中華人事主管協會 Certified Customer Relationship Service Manager (CRMS) (2025)
中華人事主管協會 Certified Training & Development Manager (2024)
EMBA Lecturer, National Taipei University of Business
FAQ
Q. Do you guarantee sales or repeat-purchase rates?
No. Sales also depend on product, price and market. What I do is find where you lose customers and design every touchpoint well.
Q. How is this different from outsourced marketing?
Outsourced marketing brings people in. This service makes sure they stay, come back and refer others.
Q. Do I need a new CRM system?
Not necessarily. Sort out the process and who owns what first, then pick tools. Many companies start with their existing LINE Official account, forms or spreadsheets.
Q. Can we do this without a dedicated customer service team?
Yes. The process is designed around your current staff, so it fits into their everyday work.
Q. Does it work for online-only businesses?
Yes. Customer journeys, sales process, records and handover, complaints and repeat purchases matter just as much for online brands.
Q. Do small teams or solo studios need this too?
Yes, just done differently: collect leads regularly, unify touchpoints and keep records first, then bring in systems as you grow.
Q. Can I just use AI customer service?
Yes, but design the process first: which questions AI answers, when it guides the next step and when it hands off to a person.
Q. Are there privacy concerns with customer data?
We design notice, consent and access rights in line with Taiwan's Personal Data Protection Act; aesthetic clinic medical records also fall under Taiwan's Medical Care Act. Please confirm details with your legal counsel.
Q. How do we get started?
Start with a 60-minute strategy session (NT$2,000). If we work together long term, the fee is credited toward your plan.
A 60-minute strategy session to find where you lose customers and what to fix first.
Book a strategy session NT$2,000 →LINE Official @233sitkc ｜ Not a fan of hard selling? If it's not a fit, I'll tell you straight.