How is it that some leaders are able to navigate corporate silos to create an amazing customer experience, while others muddle along with mediocrity? I’ve dedicated my professional life to understanding the correlation between satisfied, loyal customers and sustainable business growth. I founded Heart of the Customer to help organizations create amazing experiences with a solid ROI through customer empathy and change management practices.
Prior to starting Heart of the Customer, I led customer experience efforts at Best Buy and UnitedHealth Group, two very complex (and very different) organizations, and learned the importance of change management to ensure the new behaviors stick. I also learned the power of directly connecting employees and customers – a fundamental component of how we do journey mapping and customer experience improvements at organizations as complex as Dow, Avery Products, and Ultimate Software , to name a few of our clients.
Speaking of those clients, they are corporations with intricate services and products, such as a financial service, a B2B software, or B2B2C healthcare or insurance offerings. But they all share a common goal: to differentiate themselves through a superior customer experience – which is not easy. In fact, according to CustomerThink, only 1 in 4 Customer Experience (CX) programs have business or competitive impact. We make sure that our clients are in that top quartile.
I’m probably best known for my barbecue skills and my journey mapping work. I co-authored “How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change” With Nicole Newton last spring. I readily share our insights through coaching, training, and keynote speeches (NSA profile link), as well as regularly blogging about customer experience at www.HeartoftheCustomer.com/cx-blog.
I’d love to learn how we can help you improve your customer experience in a way that shows meaningful ROI. Free to DM me directly or reach out to [email protected]. Like you, we pride ourselves on providing an amazing customer experience!