Professional summary
Customer experience expert, emphasizing operational consistency. My teams guide companies in cross-organizational engagement for customer experience innovation (ClearAction) and marketing organization efficiency and effectiveness (Marketing Operations Partners).
Innovations:
♦ Customer Experience ROI Maturity Assessment
♦ Customer Experience ROI Buildin-Blocks System
♦ Customer Experience ROI Enablement Playbooks: Starting, Expanding, Energizing
♦ Customer Experience Journey Mapping Actionability
♦ Annual Business-to-Business Customer Experience Management Best Practices Study
♦ Journey to Marketing Operations Maturity Benchmarking Study
♦ Marketing Operations Maturity Assessment
♦ Marketing Future Forum
During Read more
Customer experience expert, emphasizing operational consistency. My teams guide companies in cross-organizational engagement for customer experience innovation (ClearAction) and marketing organization efficiency and effectiveness (Marketing Operations Partners).
Innovations:
♦ Customer Experience ROI Maturity Assessment
♦ Customer Experience ROI Buildin-Blocks System
♦ Customer Experience ROI Enablement Playbooks: Starting, Expanding, Energizing
♦ Customer Experience Journey Mapping Actionability
♦ Annual Business-to-Business Customer Experience Management Best Practices Study
♦ Journey to Marketing Operations Maturity Benchmarking Study
♦ Marketing Operations Maturity Assessment
♦ Marketing Future Forum
During 15 years that I managed customer experience improvement and marketing at Fortune 250 firms Sonoco (packaging) and Applied Materials (semiconductor), we . . .
♦ Designed our surveys to be used directly in strategic planning
♦ Collected CX inputs from multiple influencers of purchase decisions in customer accounts
♦ Conducted workshops with customer feedback to *every* product line, account team, and functional area
♦ Required *every* organization to create and *follow-through* on improvement action plans
♦ Increased year-by-year accountability in executive bonus criteria for customer experience improvement
♦ Set clear standards for CX break-throughs in *cross-functional team* recognition
♦ Blanketed the company internally with CX stories and progress reports
♦ Revised our methodologies to be aligned in timing, format, and actionability to all levels of employees in all of our rituals (e.g. AOP, ops reviews, performance reviews, etc.)
My roles: Head of Corporate Quality, Director of Marketing/Business Dev, Voice of the Customer Mgr, Market Research Consultant, Strategic Information Mgr, Customer Satisfaction Improvement Mgr.
CXPA CX Expert (1 of 17), CustomerThink Featured Columnist (1 of 12), #3 author on CustomerThink.
Author of B2B CEM Best Practices Study, Journey to Marketing Ops Maturity Study, Customer Experience Improvement Momentum, Metrics You Can Manage for Success, and Innovating Superior Customer Experience.
Top 30 Customer Engagement Influencers, list by SAP
Top 60 Customer Experience Influencers list by SAP
World’s Top 30 Customer Experience Professionals, list by Global Gurus
Top Influencers in Customer Success for 2014 list by FrontLeaf
Top 100 Influencers of Customer Experience & Big Data list by OnAnalytica
Top Customer Success Influencers, list by Mindtouch
Top 25 Customer Experience Leaders, list by Satmetrix
