President & Founder

Jane has more than 20 years of experience building marketing and communications strategies for leading technology, healthcare and financial services brands. Her early work was with business-to-consumer (b2c) companies like Perrier, Rollerblade and Black & Decker. She took her market testing b2c expertise to the business to business space helping large enterprise brands like IBM, Morgan Stanley Capital International, Fidelity and Microsoft Health to transform their client experience.

For fun:
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.

Professional organizations:
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.

Education:
Jane has a BA from the University of Western Ontario, Canada and an MS from Boston University.

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 »

Creating a Signature Client Experience

“Be central, be selfless” were the words stated by one client in recent weeks when discussing how to build an effective client experience for C-level executives. The four words – be central, be selfless – are very powerful when considered »

Do You Really Want to Know What Customers Think?

As you build out your customer experience strategies and work on the plan for your customer-first approach – do you have a plan to actually listen? Do you really care what they (your customers) think? There’s a funny thing that »

Innovating Your Customer Experience? Start With Account Based Marketing

Dedicating marketers to a company’s key accounts—Account Based Marketing (ABM)—is not a new practice, but it is one that is difficult to do well and particularly challenging to effectively deliver at scale. ABM is an increasingly important part of the »

Overcoming the Initial Hurdles in Building a B2B Customer Experience Model

As consumers, we understand that a positive service experience provides competitive advantage for the companies who deliver. Until recently, this has not translated into a similar urgency for business-to-business (B2B) companies. In fact, earlier this year we tested with a »