Customer Experience Leadership

Photo by Marcus Pinho on

Sit down and have a cup of coffee with me.
Tell me how it went.
Tell me what you liked.
Tell me how I can make it better next time.
Sit down and have a cup of coffee with me, all one million of you.
On those rare experiences when we get to be face to face with the lives our careers impact, we see the magnitude of what we do. We get to experience first hand the difference we make in people’s lives, and we feel – to our very core- the importance of getting it right. As we also feel the consequences in our customers’ lives when we get it wrong.
But the responsibilities of our business prevent us from having this intimate conversation with the vast majority of those we serve. To have these conversations successful organizations deploy a Customer Experience strategy.
I lead organizations in designing solutions that reach customers’ hearts and minds. I design and implement solutions that feel personable to each customer. I enable organizations to provide services that feel customized to each individual while leveraging the scale of operations efficiently.
I have led organizations of 400+ individuals to increased customer satisfaction, customer loyalty, and bottom line profit. I know first hand the importance of designing solutions that meet Organizational, Client, Employee, and Customer needs simultaneously.

While I oversee millions of interactions and thousands of touchpoints, I’m concerned about one. Just you and me, one million times over.

Now, let’s go get that cup of coffee.