Guest Bloggers
Please contact Lynn Hunsaker if you are interested in becoming a guest blogger on Customer Experience Optimization: Delivering Your Brand Promise. Bios of guest bloggers will be placed on this page.
Guidelines:
- Focus on useful information: How to …, We did …, Wouldn’t it be great …, Noticed a trend …
- This site is primarily about B2B customer experience
- This site focuses on the customer’s perspecitve of keeping brand promises
- Not for this site: rants, complaints about specific brands, personal life references
It’s great to share valuable ideas to optimize customer experiences!
Guest Bloggers:
Peggy Carlaw is the founder of Impact Learning Systems. Impact helps companies develop and implement customer service strategies to improve the customer experience. Their consulting services customer service training and call center training programs help organizations create a customer-focused culture while producing measurable business results. Peggy is also the author of three books published by McGraw-Hill including Managing and Motivating Contact Center Employees.
info@ImpactLearning.com tel 1-800-545-9003 www.impactlearning.com
Jennifer Berkley, founder and owner of The Insight Advantage, has extensive experience in using various methods (surveys, focus groups, one-on-one interviews) to integrate the voice of the customer into all functions, helping organizations increase market share, revamp product lines/services, and ultimately increase customer loyalty and retention. Throughout all of her work, Ms. Berkley brings a strong commitment to helping organizations realize the link between increased profits and a commitment to making key business decisions with customers’ current and emerging needs in mind.
info@TheInsightAdvantage.com tel 1-408-358-0700 www.theinsightadvantage.com
Michele Goetz brings 14 years marketing and market research experience to customers. Formerly from PTC, Inc., a $1B global product life cycle management software company, she lead the business intelligence and data management group. Michele built a marketing effectiveness framework providing insight into marketing effectiveness and corporate performance, established marketing governance for customer information management, and expanded the marketing analyst team offshore to Shanghai, China. Previously, Michele provided marketing strategy and insight at ComScore Networks, Corporate Software, and MSI Consulting. She lead market discovery and partnership/channel strategy projects helping companies break into emerging markets within telecom, internet, distributed computing, and media. Key clients and partners included, Sun Microsystems, IBM, Microsoft, AT&T, HP, The Hartford, LexisNexis, Nickelodeon, Disney, Adv.com, and Mindshare.
info@prescientmrc.com tel 1-508-954-5396 www.prescientmrc.com
Customer Experience Optimization is enterprise-wide alignment with customer priorities, to prevent hassles for customers, reduce waste, increase organic customer enthusiasm, and grow both revenue and profit sustainably. 
