Difficult customer feedback can be challenging to listen to, but can provide the foundation for a very positive future relationship.
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.
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.
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A Board Success Factor: Business and Industry Expertise
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The Pros and Cons of Net Promoter Score – NPS
The Net Promoter Score (NPS) is a customer loyalty measurement that brings great value and a simple measurement for organizing companies around customer centricity. Here are some pros and cons to the metric.
Personalization Matters: Extend the Value of Your Client Relationships
Personalization requires a focused strategy that extends beyond the acquisition phase of the customer life cycle. Tips on how approach the personalization challenge for B2B businesses.
Let’s Stop Pretending We are Good at Multi-Tasking
The brain is not designed to multi-task effectively when you need to focus. If we all stopped multi-tasking in meetings, we believe we could cut meeting time in half.
Customer Advocates are Your Content Engine
Content marketing is a growing area of investment. Building content that connects to prospects and customers can be most powerful by enlisting your customer advocates.
Customer Advisory Boards: Invest in Your Customer
Deeply understanding the needs and requirements of your customers requires an investment. Investment of time to establish strong relationships and trust with your customers; that trust will lead to hearing their honest assessments of your business model, products, services and people.
Tips for Building Highly Productive Meetings
Executives spend more than half of their time locked away in meetings, yet many of these meetings are not focused on results and are poorly facilitated. Looking to build more productive meetings? It isn’t that difficult, commit to outcomes.
Measure Your Teams on Customer Outcomes Not Contract Delivery
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.