Your customers are having an experience with your brand, products and services regardless if you are consciously managing it. Organizations that purposely determine and develop the experiences that they deliver to their customers have higher customer loyalty, advocacy and consistent long-term growth.

You know these companies – Apple, Starbucks, Disney, etc. They deliver exceptional experiences to their customers. They do it by thoughtfully determining, crafting and continuously measuring the experiences they create. They do this by really listening to their customers across all channels and device and constantly evolving their products and services – in real-time. They sort through big data and use predictive analytics to help them make good decisions and automate the process as much as possible.

Make a commitment to your experience: Have it as a part of your business strategy; Make sure every employee knows what your company’s brand means and are empowered to deliver it; and measure it – constantly – so you can pivot quickly – fail fast and succeed even faster.

My focus is Design strategy and operations. For a larger organization, I work closely with the Head of Design to help run strategic objective KPI scorecards, persona development, journey mapping, design thinking workshops, etc. Or I may work with the VP of Product at a larger company or CMO or CTO at a smaller organization to help them develop, or better define, their design strategy, optimize their design operations or better define/improve their design process.

I have helped numerous organizations re-organize their design department, better define roles and bands (with HR), and even hire the right talent at the right time for their roadmap.

For more about the ways I may help you, please visit the Services page.