Travelling

The list of challenges to consistently outstanding experiences and deeper customer relationships is complex. 

 According to CustomerThink Corporation in America, 93% of customer experience initiatives fail to differentiate.

 

The reality is each decision you make, especially in the early stages of your customer experience journey, can lead you down the path of success and fulfillment or, sadly, failure.

 

The decisions you make determine whether your CX journey grows and prospers or falls into the 93%.

 

So how do you know what the right decisions are? 

Q: How do you avoid the common mistakes that cause new experience leaders to flounder or fail?

Q: What do you do if what you've been doing just isn't working or if something goes wrong? 

My Proven Methods Can Help You

  • Take the guesswork out of launching a CX discipline and ensure you build a solid foundation

  • Establish a current state assessment based on a 360 degree view of your current customer experience offering

  • Speak in the language of the C-Suite to promote executive engagement

  • Win the support of key stakeholders throughout the organization to turn recommendations into results

  • Develop a roadmap based on identified opportunities to move toward CX maturity

  • Engage employees and build ambassadors in your customer experience journey

  • Create a dashboard for leadership and others to track progress 

  • Drive customer loyalty, revenue, referrals, engagement, and retention for sustained growth

But Where Should You Start?
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During the years I launched and led the CX practice at a Bank, we won the CX Innovation Award twice, Great Places to Work, Best Places to Work, and were recognized for many other CX and EX awards. 

I'm committed to empowering others through what I've learned by walking the walk.  I learned by getting in the trenches as a customer experience practitioner.

 

You don't have to do this alone - or delay your success.

 

No matter where you are in your CX journey, I can help you accelerate success and achieve your goals.

 

Girl Hiking in Mountains

Are you launching

  • You are at the early stages of your CX journey

  • You recently made the transition to a CX leadership role

  • You are struggling to figure out how to prioritize 

  • You don't have a CX Vision or Principles

  • You don't have a CX Roadmap

Traveler

Are you building

  • You've been on the journey for a while

  • You are struggling with leadership support

  • You need help organizing the data, turning it into actionable insights 

  • You don't have CX embedded into the culture

  • You need help making the business case for CX

 

CX MATURITY SCORE

Self-rate your company's CX maturity against best practices

 

Coming Soon! 

KICKSTART PROGRAM

  • Identify key target areas

  • Create actionable kickstart plan

  • Identify quick wins

  • 1:1 Weekly Coaching

CUSTOMERJOURNEY MAP WORKSHOP

  • 1/2 Day In-Person Workshop

  • Identify key pain points

  • Calibrate business impact

  • Develop recommendations for quick wins and CX improvements

If You're a LAUNCHER
 

CX ASSESSMENT

  • Independent comprehensive assessment of the organization’s current CX state 

  • external industry trend research

  • employee research

  • customer research

  • Identify strengths/opportunities and recommendations for short and long term results

CX MASTER CLASS

  • Designed for CX professionals 

  • Interactive online with videos and applications from your organization that get immediate results

  • Weekly coaching

LEADERSHIP IMMERSION WORKSHOP

  • 1/2 day, in-person

  • Level set senior leadership team on CX goals and business impact

  • Prioritize action steps for CX/EX roadmap

  • Establish mileposts to track success

If You're a BUILDER

"Mark is a great Customer Experience Leader! In my time working with him, and since as he has earned multiple innovation awards, he has brought his ingenuity, leadership, joy and the ability to unite people to his role."

               
Jeanne Bliss - Author, Chief Customer Officer 2.0, Co-Founder, Customer Experience Professionals Association