My approach is action-oriented, practical and committed to tangible output. I believe that balancing strategy and execution is the key to creating meaningful success. I provide business advisory services in areas of deep subject matter expertise:
Customer Acquisition, Loyalty Marketing, and Customer Relationship Management
Customer Experience, Customer Journey Mapping, Contact Center Excellence
Organizational Design and Competencies

Deployed a transformational customer experience design practice that included customer journey evaluation, marketplace intelligence, segmentation alignment, principles, target experience, a business case, and a global scale plan.

Designed and executed a passionate, customer-focused strategy that seamlessly accommodated brand, offering, touch points and people. Drove marketplace differentiation by developing and implementing the marketing of the Balance Rewards loyalty program across channels. Led the marketing team of 30 professionals to create and operationalize marketing concepts across media channels. Developed a differentiated customer experience driving growth, retention and acquisition for target customers.

Managed an innovative cross-selling program with a $55 million budget. Developed an insights, research, analytics and measurement capability with cross-functional partners to enable the build and governance of an annual integrated marketing plan for both consumer and small business customers.

Developed a strategic framework to focus resources on saving premium customers. Managed team of five senior managers with a $15 million budget. Saved $2 billion in spend by executing re-engagement and save campaigns that addressed the root causes of disengagement including those driven by either Amex, competition or the customer.

Joined new group created to transform the experience for premium customers. Integrated rebranding into servicing driving the transformation from traditionally transaction-based to a relationship-based customer culture. Grew customer satisfaction 20% by implementing training, performance metrics and customer competencies.