Photography Credit Viktoria Alipatora

Natalie O'Brien & CO - The Business of Experiences

Customer experience has never been so important. Positive customer experience builds brand loyalty, grows customers and creates thriving organisations.

We work with you to create a customer experience strategy built around your purpose, that informs business, brand and marketing planning. We deliver an actionable plan across the business to deliver positive and memorable experiences at every touch point. To complete the loop we explore how to gather, share and implement customer feedback delivering business growth by helping customer’s succeed. 

With years of knowledge and a war chest of observations across the service sector our carefully curated team of talented experts together with leading edge insights can help your organisation grow. 

We are a customer experience knowledge bank with proven IP and methodology to deliver exceptional results.

Embla Restaurant – Photography Credit Josie Withers

Meet Natalie O'Brien & the 'CO'

Natalie is a leading customer and business strategist with 25 years’ experience spanning tourism, hospitality, events and infrastructure development.

She established her consultancy with one aim in mind, to transform the customer experience enabling organisational culture to flourish and profitability to grow. 

We curate bespoke teams from a panel of sector specialists and creative experts the ‘CO’ for a tailored solution each time.


Our work

Creating Restorative Consumer Experiences focussed on the mind and body

A ‘global table’ to connect Victoria’s food and agriculture industry with the world.

A collaboration between two of the world’s leading culinary events.

News - Need to know customer trends and insights?

Are your staff paying attention to the right things? Are your staff focussed on the customer? Are you creating a learning environment that encourages the team to observe and act?

Asking the right questions can change how you thing about sustainability. We all want our events to have an impact and create a lasting impression …

While many businesses are adopting funnel and automated marketing programs, what happens when there is a mismatch with customer experience? The trend towards automated marketing to maximise sales is a …

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“Natalies experience, in-depth knowledge and influence ensured that the who’s who of the culinary scene were involved in helping us create an event that will be talked about for many years to come.”

Zoe Shurgold — Media & Consumer Communications Manager, Visit Victoria