Bold but Battle-Hardened Business Owners
(Small to Medium Businesses and Brands)
Arch Empathy delivers you - a bold but battle-hardened business owner - cohesive strategies, customer experience design, and healthy team development to be more people-first and make good money.
ARCH EM•PATHY embodies the space between your potential and your people, translating vision into operations and chaos into clarity. Through the alchemy of boots-on-the-ground insight, customer experience design, and leadership development, we help creative, people-first businesses align how they operate with what they believe in.
Because here’s the story we know by heart: You built something meaningful. You loved it. But somewhere between scaling, serving, and just surviving, you lost your spark. That’s not failure. That’s friction… <deep breath> and it’s a signal for change.
Don’t panic. You don’t need to burn it down. You need a partner who sees what’s winning, what’s weighing you down, and what’s next. That’s where we come in.
Let’s double down on what’s working—and transform what’s not. Together, we’ll infuse your business with visible value, operational empathy, and a steady drumbeat of optimism. Think: Culture that connects. Strategy that breathes. Customer experiences that charm.
We’re chasing truth, not trends. And the future of your business? That’s something we design together—with insight from your people, your team, and your customers. Because their perspective puts your priorities in sharp relief.
Customer Experience Research & Design
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Business Strategic Planning
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Healthy Leaders & Team Development
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Customer Experience Insights and Design for Businesses
Because you care about people and making bank.
Arch Empathy delivers hands-on expertise in building customer empathy in your business.
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Price Range: $3,000-$8,000
Your gut says that customer experience could be better at your business – or you need more concrete strategies - but not sure what to focus on?
Let’s start with a small but potent scope of work to clarify your business’ needs, strengths, and opportunities for measuring and strategizing your customer experience.
Discovery + Project Plan shows us where to dig in, how, and why.
We identify the areas where you need more or better customer feedback to make strategic decisions or promote your brand. We'll uncover opportunities for deeper customer and market insights, start developing meaningful brand experience metrics, and sketch potential designs for how your business will implement your vision for better customer experiences.
What’s involved:
o Workshop to understand your business goals, intentions, vibe, and questions you want answered about customers and their experiences with your business
o Interviews with you/the owner, your team, staff and/or investors
o Interviews or focus group with a sample of customers
o Review of existing data from your customers, community and economic development efforts and/or market
o Discussion and interpretation of insights for what we can design for aligning customer experiences with your business direction.
You get:
o A summary of insights and a project plan based on customized recommendations rooted in your business context and ethos.
o Direction as to whether your business needs more customer research and/or is ready to design customer experience touchpoints.
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Price Range: $10,000-$24,000
You need to know what your customers are thinking, feeling, and doing – and why – so that you can adjust your business, brand, products, or services.
In this phase we’ll define and answer strategic questions that will unlock how your business can deepen customer relationships, increase conversions, and empower staff to deliver consistent, brand-aligned customer experiences.
How I conduct research:
o Customer experience metrics and benchmarking
o Survey(s)
o Observations (in person and/or online)
o Interviews and/or focus group(s)
o Customer persona journey development or gap analysis
o Product and service testing and evaluation
o Community and economic revitalization insights
What you get:
o Analysis report of findings and results in detail
o Team workshop to discuss and interpret the analysis
o Customized recommendations for designs that build, improve, and/or monitor customer experience touchpoints
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Price Range: $5,000-$20,000
You need practical and powerful ways to build connections with customers beyond a transaction. You know how you want customers to think, feel, and do but you need help embedding that vision into tangible touchpoints and processes.
In this phase we’ll design and test what your customers need to increase their trust in your brand, get their needs met, and feel cared for by your business.
What I design:
o Strategies and content for your website, socials, marketing, and branding related to customer needs and preferences.
o Staff protocols, training, and coaching for customer interactions
o VIP experiences
o Programs and events for customer and community engagement with your brand
o Customer journeys, personas, and touchpoints that empower your marketing, digital, and customer service to tailor customer interactions and communication.
o Internal systems for collecting, analyzing, and acting on customer feedback
What you get:
o Final, tested design(s) for better customer experiences
o Implementation coaching for staff and on-going maintenance of designs
“I started working for myself because I felt a gnawing tension between where I was and where I needed to be.
Despite the hallmarks of financial security: good salary, insurance, retirement plan, etc. I was uncomfortable, stifled, and unsatisfied.
After 20 years of working for employers, especially in the last two years of it, I felt like I was meant for something bigger and more profound – something that I could birth from my own vision and see to it the way I prefer to work.” - Jill Lipski Cain
Check out this CanvasRebel article to read more about Jill’s journey.
Book an appointment.
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.