TheirSeat
How it works Services Get your free score →

Services. Three steps. Each one tells you whether the next one is worth it.

First, you learn where your customer journey breaks. Then, what to fix first. Then the fixes ship, and you see whether more customers stay.

Step 1 · Free · 3 minutes

The Score

You get: where your journey breaks, in 3 minutes.
8/ 20
 Step 2 · Fixed fee · 2 days

The Audit

You get: the one thing to fix first, and why, on evidence.
Step 3 · Monthly

The Seat

You get: one fix shipped and measured every month.

You can stop after any step. If the Score looks good, stop there. If the Audit shows your team can take it from there, I will tell you so.

Step 1

The Score. Know where your journey breaks, before you spend anything.

Free3 minutesNo email neededNo call
How it works
  • You answer five questions, one per stage, tailored to your sector.
  • Each question asks what your customer receives, not what your tools do.
What you get
  • A score out of 20.
  • Your weakest stage.
  • One check you can run this week, with your own team.
Get your free score
Step 2

The Audit. Know what to fix first, and why, before you spend on the wrong fix.

Fixed fee2 working days, over about two weeksOne brand, one marketFee confirmed in writing first
What you get

One page

Five stages scored on evidence, with one verdict each. Every finding links to a screenshot or a message.

The cause in your stack

For each stage, the likely cause: identity, data capture, audience logic, orchestration or content.

The one thing to fix first

Who it affects, how big it is, and how to measure it. Plus a 30-minute call to walk through it.

See a sample report →

How it runs
Day 1
Kick-off
A 30-minute call. You share a test account and the journeys sent in the last 90 days.
Week 1
I use your brand as a customer
I sign up, browse, buy, abandon a basket and contact support.
Weeks 1–2
I review what arrives
Your messages to me, plus 10–15 recent messages I choose, including ones sent to lapsed and loyal customers.
End of week 2
Report and call
One page, then 30 minutes to walk through it.
WebAppEmailSMSPushCall centre, if you arrange a test contactStore, if you arrange a test contact
How I find the cause
I act in one channelFor example, I browse a product in your app, then leave.
Your email ignores what the app sawThe channels do not share what they know.
Cause: identity or data capture
Your email knows, but sends everyone the same thingThe data is there. Nobody uses it.
Cause: audience logic or content
What I need, and what I do not
From you
  • A 30-minute kick-off.
  • A test account.
  • A list of the journeys and campaigns sent in the last 90 days.
  • Copies of the messages I choose. Redacted or seed-list copies are fine.
Not needed
  • Access to your CDP.
  • Access to your campaign tool.
  • Your customer records.
No CDP? It still works. The Audit checks what your customers receive, not which tools you own. With only an email or campaign tool, I score the same five stages. If you are thinking about buying a CDP, the report shows which gaps it would fix and which it would not. I have nothing to sell you either way.
Request a 20-minute callAbout the Audit. I reply within one working day.
Step 3

The Seat. The fixes ship, and you see whether more customers stay.

Monthly fee3-month minimum, then month to monthOne use case shipped a month
What changes, for your customer and for you
Onboarding
Your customer getsA welcome about what she bought: how to use it, and what goes with it.
You measureSecond orders within 60 days
The experience
Your customer getsSupport already sees her last order. She never repeats herself.
You measureRepeat contacts, and purchases after a contact
Re-engagement
Your customer getsA win-back about what she last looked at, before she leaves.
You measureCustomers who come back

Examples. Your use cases come from your Audit evidence and are built in the tools you already have.

How each use case runs

It starts with one 90-minute session. I bring 8–10 ideas from your Audit. We pick three together. Then each one goes through four steps.

Design

We write it together: what the customer gets, what triggers it, the data, the content, what must never happen, and how it is measured.

Your team Me

Build

Your team or agency plans and builds it. I review the plan and the build in writing, within two working days.

Your team Me: review

Test

Before launch, we go through the journey as your customer would. I test from outside. Your team checks the setup.

Your team Me

Measure

At 30 and 60 days, we compare results against a control group, or the previous cohort when a control group isn't possible. We agree what changed, including when nothing did. Then we decide: keep, adjust or stop.

Your team Me
Month by month
Month 1
Month 2
Month 3
Month 4
Use case 1
Design
Build + test
MeasureKeep, adjust or stop
Use case 2
Design
Build + test
MeasureKeep, adjust or stop
Use case 3
Design
Build + test

After measuring, we decide together: keep it, adjust it, or stop it. An adjusted use case goes back into design.

From month 3, one use case is in design, one is being built and tested, and one is being measured. Every quarter, I re-score all five stages.

Who does what
We do together
  • Design each use case.
  • Test it before launch.
  • Measure the result.
  • Decide: keep, adjust or stop.
I do
  • Review your team's plan and build.
  • Test as your customer, from outside.
I do not
  • Build journeys.
  • Configure your tools.
  • Touch your production systems.

What I need from you: one person who owns the build, and a team or agency that can build in your tools. If you do not have one, I will find and vet one for you.

Request a 20-minute callAbout The Seat.

Request a 20-minute call. Five fields. I reply within one working day with two times.

Privacy. I use these details only to reply to you. They go to Formspree, my form provider. Email hello@theirseat.com and I delete them.

On the call
  • You tell me which stage worries you.
  • I ask what you send, and who builds it.
  • I tell you whether the Audit is worth it for you, or whether the free Score is enough.
  • If it fits, you get the fixed fee and a start date in writing the same day.

Why an outsider. Everyone around your stack checks something else.

Your platform vendors

Check that their tools work and are adopted.

Your agency

Checks the campaigns it built.

Your data team

Checks that the numbers are right.

Your CRM team

Sees the journeys as it designed them.

Me

I check what your customers actually receive, across every team's messages at once. I have no licence, retainer or platform to protect.

How I work. Remote. In writing. No standing meetings.

In writing

Everything arrives in writing, so your team can act without waiting for a meeting. At most one 30-minute call every two weeks.

Your data

I sign your NDA before we start. I work from a test account and redacted or seed-list copies. I never need access to your customer records.

Who does the work

Luis Quintela. Led Deloitte Digital's MarTech practice. Worked for mParticle (CDP) as a senior consultant. I do not sell or earn from any platform.

Start with the free score. Three minutes. No email needed. Or request a call.

Get your free score Request a call
TheirSeat — I test your digital channels as a real customer
hello@theirseat.com