"This toolkit contains a super clear framework to follow. It doesn't just tell you what to do but points you in the right direction so you can take your own path. I really love that every change I've made, I know exactly why I've made it because Nadine has explained it so clearly. Not only has this helped me to rework my contact page, it has also prompted me to think more strategically about my customer journey through my website, and rework my process for managing customer queries."