Discover What Your Customers
Aren't Telling You . . .
Uncover Customer Insights to
Outshine Your Competition, Fuel Growth +
Build Lifelong Customers
I help organizations discover and adapt to insights about their customers, and their competitors' customers, to build outstanding service and product experiences.
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Uncovering insights about customers enables us to:
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Understand their frustrations
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Discover their unmet needs
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Solve their problems
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Create an emotional connection
With this knowledge, I collaborate with your team to deliver experiences designed to create passionate fans of your business.
Across diverse industries and business models, I offer expertise for your organization to deliver customer experiences that:
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Increase customers, sales & revenue
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Decrease attrition
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Differentiate your brand
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Reduce your costs
Helping Organizations Create
Extraordinary Innovations + Experiences
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The Customer Experience Delivery
Framework
Built on years of research and experience, I developed a framework to help clients research, build, launch, and refine customer experiences across every touchpoint.
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Listen with empathy
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Observe with curiosity
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Build trust
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Anticipate needs
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Solve problems
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Simply interactions
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Deliver flawlessly
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Demonstrate gratitude
With tailored, expert guidance, I can help your business build sustainable processes to continually innovate, solve your customers' complex problems, and address their unmet needs.​
Ways to Work Together
Based on your business needs, I offer the following ways of working together.
Services provided are tailored to your specific needs.
Solve a Specific Problem
Focused on solving a specific customer experience problem, I offer Voice of Customer & Design Research with Detailed Recommendations to Solve
(i.e., reducing shopping cart abandonment; accelerating customer onboarding).
Project-Based Engagements
Whether you're creating a new product or service experience or troubleshooting a specific business challenge (i.e., negative reviews), I offer comprehensive end-to-end customer insights, design strategy, and usability testing services.
Fractional CXO Assignment
If your business needs help establishing systems, creating multi-touch customer journeys, or redesigning multiple product or service experiences, I can offer 10 to 20 hours a week of service as a Chief Experience Officer (CX0).