My time as a Customer Experience executive began when I was invited to embark on a revolutionary journey: To leverage my Lean Six Sigma Black Belt and Process Engineering experience to do something more than simply look for resource efficiencies; “Doing CX” to make Customers’ lives better. Since then, I’ve been on a mission to help organizations better align their Customers’ experiences with their Brand Promises by learning where they’re falling short and then taking decisive and deliberate action to improve how they do business to better drive Brand Alignment.
My consulting clients and internal positions have ranged from new start-ups to established international corporations in industries from tech to insurance to public sector to fashion and retail. Small and large, products and services. B2B and B2C. The thing that ties them all together is a passion for delivering on their Brand Promise and the desire to get better.
I’ve served in the US Air Force and Reserves for nearly 30 years, currently as a professor of Statistics at the US Air Force Academy. Seeing bright leaders of tomorrow learn is one of the most fulfilling parts of my life, and I treasure the same sort of discovery and curiosity when I work with my clients. Recently I’ve also joined the faculty of Michigan State University’s Eli Broad School of Business as a Professor of Practice in the first ever North American graduate program in Customer Experience Management, CXM@MSU.
Colorado is home, but I’ve worked all over the world for great brands dedicated to making their Brand Promises real in the daily lives of their Customers. I’d love to hear from you and explore how we can work together.