Businesses exist because they serve customers. And the best way to create offerings that meet the needs and preferences of your customers is to get inside the end-to-end customer experience.

The best way to create customer and brand loyalty which result in gaining a bigger share-of-wallet gain is to understand every aspect of the customer’s experience and to incorporate this knowledge into your offerings. 

The customer experience journey requires patience. It is not a quick fix, but the payoff in terms of the ability to deliver a stream of products and services that delight customers – and keep them coming back for more – is game-changing.

Meet the Expert

About Vicki

  • 30 years of Global Customer and Patient Experience working across silos to extend relationships with customers and create deeper loyalty.
  • Client sectors include: Healthcare; Consumer, Small Business and Enterprise Software; Defense Contractor; Electric Utility; Animated Film; Computer Hardware and Non-Profit.
  • Specialties: Customer Experience; Lean/TPS; Process/Organizational Excellence; Business Process Improvement.

Skills and Expertise:

Experience

President • Amon-Higa & Associates
2014 — Present
Vice President • Symantec
Jan, 2013 — Feb, 2014
  • VP, Customer Experience
  • Lead cross-functional team engaging more than 300 leaders in 6 global initiatives to understand Customer Experience and deepen relationships with those customers.
  • Engaged employees in Design Thinking through a Follow Me Home methodology.
  • Mapped  customer value stream and identified areas for improvement. Identified means to better understand Voice of Customer to drive improvements that matter.
Vice President • Sutter Health
2009 — 2012
  • Vice President, Lean Promotion Office, Palo Alto Medical Foundation
  • Integrated a lean mindset and methodology to deliver more value for our patients.
  • Strategic deployment and management system for 5,000 physicians and staff serving over 750,000 patients in four counties in Northern California.
Director • Intuit
2002 — 2008
  • Director, Customer Experience/Process Excellence
  • Coach and catalyst to improve Customers’ Experience by identifying and driving high impact customer experience initiatives to accelerate growth as measured by Net Promoter scores. 
  • Implemented: Closed loop Voice of Customer System; End to End Process Ownership; Customer Experience Escalation Process; Quarterly Customer Experience Reviews; Small Business of the Future Vision and GamePlan; Intuit Delight Forums; Language and mindset change to focus on Customer Experience; Net Promoter Implementation; Creation of Dashboards to validate impact.
Senior Director • Apple
1999 — 2001
  • Sr Director, WW AppleCare Operations
  • Led the Contact Center Training; Metrics; CRM Infrastructure and Business Process Improvement team. Built Operating Mechanisms and facilitated them.
Consultant • Pixar
1997 — 1999
  • Developed Pixar's film production process by integrating business process improvement methodologies with the Toy Story 2 and A Bug's Life teams.
Director • GSI (ADP gsi)
1992 — 1996
  • Director, Total Quality
  • 3,800 person multinational Information Services firm in Paris, France
  • Facilitated Voice of Customer and Voice of Business development
Director • NeXT Computer
1990 — 1992
  • Director, Hardware Quality
  • Led the development of NeXT Computer's New Product Introduction process.
Deputy Director • Hughes Aircraft
1983 — 1988
  • Japan - Sensei

Education

Thunderbird School of Global Management
MBA, International Business, 1982
University of California, Santa Barbara
BA, Asian Studies, 1980

Awards

  • Deming Prize Project Manager, Florida Power & Light  Company (1988-90)

Boards

  • Board Chair, Animal Assisted Happiness (2009-President)

Academia

  • Guest lecturer -- Voice of Customer, Marketing 418 -- California Polytechnic University, San Luis Obispo (2010-Present)
Packages with Vicki starting from $500

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Best Practices

Access to ALL Best Practices authored by TrustedPeer Expert Vicki Amon-Higa on this topic.

Pre-Call Discovery Process

Review and analysis of your issue with pre-call discovery questions by Vicki, followed by a 30- or 60-minute one-on-one call. Sample

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Session Summary Report

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Post-Session Engagement

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