In a business built on wellness, Customer Experience is your way to stand out
Loyal clients. Consistent quality. Strong reputation.
Become a recognised wellness brand
As business grows, maintaining the same quality and consistency of service becomes more challenging.
More people, more responsibilities, less control over service quality.
Client expectations are rising too. Competing only on price or service has become less effective. Beautiful design is no longer enough — people want to feel unique, they seek experiences, not services.
Excellent Customer Experience not only helps you retain clients, but build a strong reputation, which become your competitive advantage and contributes to revenue growth.
GROW Model
A simple system for turning customer experience into loyalty, reputation and long-term growth
G
Getting visibility
Don't Assume. Assess
See and understand how clients experience your brand throughout the entire customer journey and all touchpoints.
R
Raising standards
Design your service quality
Create clear service standards your team deliver every day, at every location, every time, by every person.
O
Owning the experience
Turn standards into habits
Create simple routines and behaviours that help your team consistently represent your brand.
W
Winning
Stand out in wellness
Create experiences people remember.
Build a brand people recommend.
With the passion for people
Customer Experience & Operations for Wellness Brands
For 20 years, sport, health and wellbeing have been my core values.
Visiting hundreds of places in that industry, I’ve seen that regardless of price or service — people stay loyal to the places where they just personally feel good.
That’s why I believe creating high-quality experiences is one of the best investments in business growth. And that’s why I help wellness brands turn customer experience into their competitive advantage.
After my first CX-related jobs, I spent years coordinating projects of all shapes and sizes — from 20-person events and 100-person conferences to complex cross-team projects delivered over multiple years. Today, I combine that operational structure with a human approach.
Born in Poland, with chapters in Malta, Georgia and Spain. ‘Retired’ bachata dancer and instructor. A minimalist. Currently falling in love with calisthenics.
Monika Mazur
What people say about working with me
I really enjoyed working with Monika, she was not only highly capable, but professional, approachable at all times. She never backed off from a challenge, and took on some of the largest projects in our team, and lead from inception to delivery. [...] Not only was she great as an individual contributor, but she also quickly highlighted her leadership skills, being able to manage and influence stakeholder across all levels of the business.
Working with Monika is a real pleasure. She has a great ability to listen and accurately identify what’s really needed. She looks at the whole situation, analyzes it, and proposes solutions that just work. She is the kind of person I could always trust - when she takes responsibility for something, I know it will get done.
Even now, years later, we are still benefiting from the foundations she built — which says a lot about the quality of her work.
FAQ
Who do you work with?
I partner with founders and owners of wellness businesses, including:
- Wellness retreats
- Gyms
- Fitness, yoga, pilates studios
Boutique spa and sport hotels
Physiotherapy, rehabilitation and recovery clinics
…and any other space built around wellbeing
How can I benefit from working with you?
By working with me, you benefit in three main ways:
You see where you might lose clients, where it is worth investing resources, and how to address those issues quickly
You do not have to step in and solve every minor issue:
During day-to-day work: Having clear standards allows your team to manage more situations on their own.
During peak times and special events: I act as a single point of contact and take responsibility for communication.
With clearly established standards, you can scale your business easier and faster.
Will introducing experience standards make my business feel less human?
It’s actually the opposite.
Standards act as guidance—they allow your team to be authentic while providing a clear understanding of what’s expected. This tool empowers employees and balance between each individual’s unique personality and a consistent client experience.
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