Entrepreneur, executive, teacher, early adopter and leader in customer experience management, founding MCorp – a customer experience innovation consultancy – in 2002.
Developer of Touchpoint Mapping, a trademarked approach to quantifying and improving customer experience, working with leading global companies such as Microsoft, Blue Shield of California, lululemon, Danon, and others.
Advisor to global organizations including Argo Group, Danone, McKesson, T. Rowe Price, and the United Methodist Church on brand, customer experience and loyalty.
Co-author with Bruce Kasanoff of Amazon best-seller "Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How To Be One of Them."
Initial outreach is typically from middle or upper management, initiated at the request of an executive or a group of executives. COOs, CMOs, VP of marketing or equivalent are often key initiators.
Driven from the top down, senior executives from the C suite to group and divisional leaders play a key role in enabling customer experience. Marketing is also taking an increased role, with IT spend shifting to the business away from IT in many organizations. This said, the CIO and IT are often key stakeholders because IT touches every part of a large organization. Even more importantly, customer experience is usually enabled by and drives the creation of IT-related, digitally-driven technologies and services. Marketing is also a key stakeholder in many cases. More generally, the stakeholders include all employees in organizations that need to change the way that they interact with their customers.
Improving customer experience applies equally to all companies and organizations. Ranging from B2B and B2C to non-profits and government agencies, the range includes any industry or sector that interacts or has a relationship with end customers or users. In the past, we have served industries as diverse as banking; manufacturing; consumer products; credit products; energy; financial services; health care; home building; medical devices; insurance; investment banking; nonprofits; professional services; retail; software and computing; and telecom.
Mid-market and larger companies, from about $100 million firms through $50 billion companies with hundreds of thousands of employees.