Services

We work with small and medium businesses that want clearer decisions, better customers and less wasted effort.

The work is not about more marketing, trend chasing, or surface-level insights.
It’s about building a grounded, usable understanding of your customers and using that understanding to shape strategy, offerings and priorities.

This is for

  • Business owners who feel busy but unclear

  • Teams who are ‘doing a lot’ but not seeing consistent results

  • SMEs who know that understanding their customer matters, but don’t know how to build on what they know, properly

  • Businesses not ready or able to hire a full-time executive, but needing senior-level thinking

Workshops & Capability Building

Practical, no-fluff learning for business owners and teams.

Workshops are designed to help SMEs build the skill of understanding customers properly, beyond simply collecting feedback or running surveys.

Formats

  • In-person or online

  • 2-4 hours

  • Stand-alone or part of a longer engagement

Common topics

  • Why small businesses misunderstand their customers and how to get a deeper understanding of who they are

  • Turning customer insight into decisions (not reports)

  • Aligning teams around a shared view of the customer

  • Designing offers and services that customers actually choose

Workshops prioritise practical tools and thinking models that can be used immediately inside the business. They provide tangible outputs and take-aways that you can do something with immediately.

Customer Understanding
& Business Alignment Projects

Focused projects designed to fix specific problems.

These engagements address common SME issues such as unclear positioning, confused offerings, or declining customer trust. Each project is scoped around your defined business question, rather than generic research outputs.

Examples of specific problems

  • ‘We don’t know why customers aren’t converting anymore’

  • ‘Our offer has grown messy and hard to explain’

  • ‘Different parts of the business have different ideas of who our customer is’

  • ‘We keep adding things, but nothing feels aligned’

Outcomes might look like

  • Clear articulation of priority customer segments in a research report

  • Shared internal understanding of customer needs and tensions through an engagement program

  • Practical recommendations tied directly to business decisions through analysis and review

  • A usable framework for ongoing customer-led thinking built on customer feedback and insights

  • A detailed action plan for immediate and future improvements through a CX strategy

  • A thorough view of all customer touchpoints and opportunities through a website and social media review

Fractional Chief Customer Officer

(Pilot Service)

Senior customer leadership, without a full-time hire.

As a fractional CCO, Kosca&co. embeds into your business to take responsibility for how customer understanding informs decisions. It’s a hands-on, practical approach with strategic involvement.

What this typically includes

  • Making sense of existing customer data, research, and assumptions

  • Identifying where the business is misaligned with real customer needs

  • Translating customer insight into clear strategic direction

  • Supporting leadership to make better decisions across products, services and marketing

  • Building internal capability so customer understanding doesn’t disappear when the engagement ends

Best suited to

  • Growing SMEs

  • Founder-led businesses at a decision inflection point

  • Teams experiencing churn, stalled growth or internal confusion about ‘who we’re for’