20 years in customer experience leadership, guiding companies in cross-organizational engagement for CX innovation and improving marketing organization efficiency and effectiveness.
Managed customer experience improvement and marketing at Fortune 250 firms Sonoco (packaging) and Applied Materials (semiconductor); led 20-country task force to design Sonoco customer satisfaction methodology.
On a panel of 17 CX experts for the CXPA; one of ten featured columnists for CustomerThink; number six all-time author on CustomerThink.com.
Invited by IBM BigDataHub, SDL InsideCXM, SAP, MyCustomer, ClienteerHub, SearchCRM, CXPA, KCBS and others to contribute customer experience expertise.
Rapid development of a novel idea through an iterative series of short prototyping and customer evaluation processes. Everything is kept as small and lean as possible (idea, prototype, time intervals) to reach success faster.
Joint product development efforts with customers.
All interactions people have with or about a solution; includes messages, people, processes, policies, prices, products and service.
Customer experience journey map
A pictorial representation of a customer’s thoughts and actions while shopping for or using a product or service.
Customer experience management
The discipline of treating your customer relationships as assets with the goal of engaging customers as brand advocates.
Customer touch points
Customer touch points represent all of the opportunities that customers have to interact with the solution provider or that provider's messages, products and services.
Ease of doing business
Customers' perception of nuisance-free processes to select, get and use a solution for their life or business.
An understanding by each employee, supplier, and alliance partner regarding their specific impact on external customer experience.
Leading indicators vs. lagging indicators
A leading indicator is an internal process metric that can be tracked by a manager before stakeholders (customers/bosses/public) see its results. A lagging indicator is any metric that can be seen by stakeholders. The performance of leading indicators is predictive of lagging indicators.
Net promoter score
A way of summarizing voice-of-the-customer; defined as the percentage of customers who would recommend a brand minus the percentage who would not.
One-sided vs. mutual value creation
Mutual value creation is value that is appreciated by both parties of a transaction. One-sided value creation means one party benefits while another party does not.
Intuitive and inviting environment for customers’ use of the product or service, or for exploration and purchase of the product or service, e.g. retail store or website.