I believe that the interactions we create for our customers as organizations can help to create a better world. For over 15 years I have been a customer experience and advocacy leader passionate about managing high-performing teams to create global programs designed to drive increased customer loyalty and employee engagement. Working in both small start-up companies and large complex business environments, I have the ability to establish scalable, actionable listening solutions that provide customer focus and inspire cross-functional improvement initiatives that get results. I have been a frequent featured speaker at conferences and webinars on best practices for voice of the customer programs and am a Certified Net Promoter practitioner, performance coach and customer experience mentor.
Expertise: Customer experience program management, voice of customer systems, Net Promoter System (NPS), internal communications, change management (ADKAR), customer empathy methodologies, B2B customer closed-loop feedback systems, process improvement, team management, incentive systems, customer feedback action plans, employee engagement, performance coaching, training and facilitation, customer satisfaction and loyalty measurement, customer insights and analysis, customer advocacy and retention, and customer experience leader mentoring