83 percent of U.S. consumers say having a positive customer experience with a brand is more important than the product itself. For those of us who spent our careers in B2B businesses, where the investment and innovation dollars have gone to product, this is a very significant finding.
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.
Tips to Improve Customer Engagement
Optimizing customer engagement requires more than quantitative surveys
Customer-First Strategies Begin with Communications
In convening executive level customers to serve on Boards there are a few cardinal rules that must be adhered to. First – as Anne Taylor posted last week – reciprocal value is critical. What’s in it for your customers , »
Content Marketing: Power of Customer Co-Creation
Content marketing strategies can be made stronger and more relevant through simple co-creation approaches.
Tips for Customer Retention
Too often customer retention is not treated with the same level of focus and care as net new sales. Given the amount we spend on net new sales it is critical for companies to put the same energy and focus – or more into retention.
Customer Advisory Boards to Drive Internal Alignment
Customer Advisor Boards serve as an excellent source for driving internal alignment and sparking organizational change.
Why Surveying more than Net Promoter Score Matters
Net Promoter Score is an important measure for brands to understand quickly why a customer may recommend, but in recent years this score has lost its value in learning what is behind the recommendation. It is as important to understand the why to help build out approaches that will elevate that connection in meaningful ways.
The Art of Facilitation: Be Curious
Recently, I had a conversation with a student who was about to start her first job at a large consulting firm and she asked me for advice on how to start and how to behave. I gave her the advice »
B2B Marketers: Media Companies Need a Seat in Your Ecosystem
B2B marketers have enormous opportunity to influence their business transformation through ecosystem development
Reinventing the Customer Experience
Building a remarkable, memorable, meaningful, pick a positive adjective—customer experience is what marketers are chasing today. And it isn’t just marketers—CEOs place building compelling customer experiences as their number one priority.
Why is this such a difficult challenge to tackle?