During a 20-year career in customer experience research and consulting, Eddie Lopez has had a life-long passion to understand “how great customer experiences drive favorable business outcomes.” Even before becoming a Freeman employee, Eddie was consulting with the Customer Experience team on journey mapping since 2015.
“We don’t get to choose to offer a customer experience—every customer has an experience with Freeman based on their interactions with us." Eddie states. "We do choose, however, to proactively measure and manage that experience. We choose to provide great customer experiences because they lead to favorable customer attitudes toward Freeman and favorable financial outcomes for our business.”
Eddie and his Customer Experience Insights team support Freeman by capturing ongoing feedback and delivering monthly and quarterly insights about our customers. Eddie summarizes his perspective on the importance of customer insights: “We take our role in Customer Experience Insights seriously. Behind every survey we collect is an actual person working hard to get the job done. They are the exhibitors trying to market and promote their products and services. They are the associations who rely on their major events to grow and maintain memberships. They are the corporate marketers who trust us to help distinguish their brand from their competitors. And they are the Freeman employees who give their all to deliver the best of Freeman. We owe it to every one of them to capture their stories, to represent them well, and to help drive changes that make their lives better. It is a privilege to serve Freeman and our customers.”
Specialties:
- Customer Experience Research and Analytics
- Customer Journey Mapping and Experience Design
- Customer Strategy Development and Execution
- Leadership/Organizational Engagement
- Internal and External Communications
- Competency Building and Performance Management