Services
Fractional COO + Adviser
Solving problems, addressing challenges, achieving tangible objectives. Providing expertise on a part-time and project basis to startups and SMBs. An ideal addition during transitional periods, such as rapid growth and scale-up, or market contraction.
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Helping founders and executive teams:
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Develop confidence in their business decisions.
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Optimize business operations and streamline processes.
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Position their company to take the next step—whether that’s growing revenue, expanding services, or upleveling leadership.
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Perform scheduled risk and strategic planning assessments.
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Recruit, train, and develop engaged and capable next gen leaders.
Customer Experience (CX)
73% of consumers say that CX is a deciding factor when choosing whether to do business with a company. I help service brands identify opportunities throughout their customer journey—to create enhanced value and drive authentic customer engagement across all touchpoints. Such holistic "client relationship strategies" eclipse simply a sales or acquisition mindset—they dramatically increase customer satisfaction and the value derived from each client relationship.
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Services include:
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CX Audit: Assessment of your current customer experience, and identification of frictions.
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Customer Journey Mapping: Comprehensive visualization of key touch points, activities and events in your customer journey; offering insight on problem areas and opportunities for high-impact improvement.
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End-to-End CX Strategy:
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In its simplest state: Maximizes workflows and proactively manages issues. Helps develop customer empathy across teams, minimize complaints, and increases customer retention and loyalty.
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With expanded focus, adding: Automation; proactive personalization; contextual interactions; journey innovation; and expansion of the customer relationship.
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Lifecycle program development, such as: Onboarding, Retention, Loyalty, and VIP Programs, and Tiered.
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Training across teams and stakeholders: From client success and account managers, to sales and the product team. Centering the customer experience across the enterprise.
Keynote Speaker. Writer. Coach.
