Nikki McKnight (she/her) is the founder of The Ops Shop, a boutique consultancy that helps founder-led businesses turn customer experience into their most reliable growth engine. She works from a simple premise: the businesses people can't stop recommending aren't lucky, they're designed that way, from the first touchpoint to the follow-up that lands three months after the sale.
Nikki partners with founders to map the moments that matter, tighten the operations behind them, and build the kind of client experience that quietly compounds into fewer refunds, longer retention, and better referrals. She also hosts Would Recommend, a podcast that pulls apart the mechanics of businesses earning genuine word-of-mouth, one intentional decision at a time. Off the clock, Nikki is a devoted romance novel reader and a serious Lego builder, which she'll tell you are basically the same hobby as her day job: earned payoffs, satisfying structure, and a lot of small pieces that only look like magic once they're all in place.
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