Customer Experience Management
The art and science of creating customer loyalty
Reduce churn
Increase lifetime value
Generate insights that drive competitive advantage
Reinforce corporate culture and mission
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Consumer Insights
Consumer empathy comes only from listening with the intent to understand
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Customer Success
Leveraging behavioral psychology to create effective customer programs
Essentials for Generating Customer Insights
I have a passion for generating customer insights that contribute to strategy, company culture, and short-term business planning.
In order to do this, I have developed the following skills and competencies:
Market research instruments
Focus group and IDI (in-dept interview) moderation
Questionnaire development and construction
Survey data analysis
Data storytelling and presentation
Market research tools (e.g., Qualtrics)
Insight team development and management
Competitive analysis
Industry analysis