B2B leaders often measure their teams on contract terms and SLAs instead of customer outcomes and business goals. This is short sighted and can result in limited engagements.
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.
In our experience, Customer Advisory Boards serve as a very important qualitative method for receiving input and feedback on your strategy and goals. Clients share their experiences with products, services and their views of how well or poorly the company shows up in the marketplace.
Too often we spend a lot of money on events and programs without focusing on the post meeting follow through. Plan with the end in sight.
Frictionless seems to be all the rage of late. Frictionless banking… frictionless shopping, frictionless insurance. By frictionless we really mean, removing the people from the equation and letting us get what we want and need directly. And I get it »
50% of B2B Customers are not satisfied with how they are marketed to and look to vendors to build stronger customer experiences.
For years, we have worked with clients and their customers to understand how engagements can be improved to satisfy the needs of the end customer. 9 times out of 10, the inhibitor to progressing customer satisfaction, loyalty, engagement and ultimately »
Building and leading a transformation agenda requires an internal focus and energy to keep employees engaged and focused on continued progress. Three simple steps to remember from our client work.
Customer experiences are often judged by the closing experience. Done well, the experience is deemed positive. Too often these experiences are forgotten.
It seems like a no-brainer that a customer-focused business will be rewarded with customer loyalty, revenues, and even employee loyalty, but getting there is a huge challenge for many businesses and requires significant transformation efforts. Recently in speaking with a »
Most companies today have an initiative focused on becoming customer-centric, and if that isn’t the path companies are pursuing, customers will often call the vendor out. Customers are calling the shots and our understanding of value is changing. In the »