Customer Journey Mapping continues to grow in popularity among marketers and those responsible for improving the client experience for their companies. But moving from the customer journey map to the execution of a customer experience program can be challenging to »
President & Founder
Jane is an avid runner and cyclist and can be found on the soccer pitch. She enjoys traveling and exploring new parts of the world with her family.
EO (Entrepreneurs Organization), The Boston Club, The Commonwealth Institute, Boston Chamber of Commerce. Jane is also actively involved and on the boards of several non-profit organizations.
Jane has a BA from the University of Western Ontario, Canada and an MS from Boston University.
Sustaining Customer Experience Strategies
Customer experience strategies are increasingly important to B2B companies looking to elevate their offerings and solutions beyond the competition. The stakes are high as B2B leaders are vying for significant revenue for every renewal, win or up sale in an »
Creating Client Experience Strategies at Scale
Seth Godin recently blogged about the challenge that companies face as they scale their businesses and try to maintain a level of intimate touch that existed when the company was much smaller. Inevitably, scaling your business results in less time »
The End of Transactions – How to Build a Client Experience Model
How do you shift a culture that built its success on transactional selling to one that puts the customer’s business interests and needs first? There are more companies today challenged by this question than you might think. The window of »
Customer Advisory Boards: Your Customer Creators and Makers
In our work with executive programs and Customer Advisory Councils we often find ourselves talking with clients about the power of co-creating with customers. In some industries this seems like a natural thing to do, but for many large B2B »
Does Your Customer Experience Strategy Influence Your Brand Strategy?
A recent Forrester study indicates that only 8% of marketers surveyed can define customer personas and identify the fundamental customer needs to help shape their marketing strategies. The same study shows that 63% of CMOs are still focused on gaining »
Customer Advisory Boards a Priority for CEOs
“The internet of things, wearable technology, analytics, social… I’m afraid that we aren’t where the next innovation is coming from…” These words were shared with me earlier today on a call with a CIO who is tasked with leading innovation »
Client Experience and Engagement Strategies: Are You Ready for the Responsibility?
Client experience strategies are all the rage these days and for good reason—more and more customers are demanding customized solutions and requiring businesses to know them and understand them at a level we’ve never seen before. Last week, I had »
Creating Signature Client Experiences: Consider Reciprocal Value
It’s a truism in B2B companies that a handful of customers generate the bulk of the revenue, and that keeping and growing a loyal client is far less expensive than finding net new clients. That’s why B2B marketers must develop strategies that help them listen to and engage customers actively in their marketing programs. As you listen, you will find that your customers are as vested in your company’s success as you are in theirs. That common interest is a basis for what we call reciprocal value: the powerful exchange that occurs when both parties get sufficient value out of a program for it to become self-sustaining.
Creating Remarkable Client Experiences
“Shock and surprise me,” was the advice a COO from a large financial services firm offered recently when I asked what he recommended for an upcoming meeting with 15 Fortune 500 CXOs. “We see a lot of great things everyday—this »