Voice of the Customer – Advice from Experts

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Voice of the Customer

Los Angeles, CA

$175.0/min 5.0 1 $2.92/min

Loves innovative software & services. Passion for meeting new people. Entrepreneur with a global network in many industries.

Carly Buxton

Richmond, VA, USA

$200.0/min N/A 0 $3.33/min

UX Expert Reviewer | Startup Founder (SaaS / Wellness) | Angel Investor | Unlock and optimize your customer experience

Oleksandr Tkachov

Odessa, Ukraine

$60.0/min N/A 0 $1/min

Independent IT & Business Consultant, Agile Professional Scrum Product Owner (Scrum.org) with 30+ years of experience, Bubble developer for MVP. Ran private software development companies for 20+ years, was employed as offshore Practice Manager by USA company for 12 years.

Simone Silva

Stevensville, Michigan

$350.0/min N/A 0 $5.83/min

Simone is the Principal at Experience Tales Consulting, also a CX Leader, Public Speaker and more recently has served as the Managing Executive, Head of Consumer Services, for Whirlpool Corporation. Simone has more than 20 years of experience across multiple industries, and leveraging her strong background in CX/CS, Service Operations, NPI and Quality, she creates and delivers differentiation through CX Strategy, Design and Management. A diverse and multi-lingual leader, Simone has developed large global teams with a focus on improving employee engagement and building a winning and customer centric culture, while on expat assignments in the US, China, Germany, Mexico and Brazil. In addition, Simone serves in multiple academic and industry advisory boards focused on the advancement of Customer Experience and enjoys coaching and mentoring diverse talent in various stages of their careers. She is an Engineer and Lean/Six-Sigma certified with Master’s Degrees in Business, Marketing (CXM), and Technology, Leadership & Innovation (TLI). Simone is interested in helping clients define and improve their CX Program from various levels of maturity, implementing initiatives of great impact, proven business value and offering guidance to drive complete business transformations.

Joakim Thörn

Stockholm

$150.0/min N/A 8 $2.5/min

Swedish Entrepreneur. Co-founder of Effectly. Customer Engagement Transformist. Father of two, husband, speaker, Helping companies deliver amazing customer experiences. Passionate about how personal emotional connections creates significant greater shared value.

adam hansen

Morristown, NJ

$300.0/min N/A 4 $5/min

I help clients think about and do innovation better. Career-long new-product-development expert, with client-side and agency experience. Currently Principal and VP Innovation at Ideas To Go, Inc. Before joining Ideas To Go, I took 14 products from concept to market, creating Year One and Year Two sales of over $350MM, while meeting or exceeding profit objectives. I now enjoy helping companies create compelling new-product/-service concepts, and the packaging, positioning and other marketing communications that will help breakthroughs gain marketplace traction and franchise-building acceptance. Specialties: Marketing Strategy, New Product Development, Insight-Driven Innovation, Fuzzy Front End, Front End of Innovation, Concept Development, Branding/Brand Identity, Positioning, Claimstorming, Voice of the Customer, Consumer Insights, Ethnography, Ideation, Idea Generation, Facilitation, Creative Process

Rai Chowdhary

Salt Lake City, UT

$250.0/min N/A 16 $4.17/min

Founder and CEO - The Key Performance Improvement System. Proven success as entrepreneur and coach to start-up through Fortune 100 customers

Sean Boyce

Philadelphia, PA

$250.0/min N/A 0 $4.17/min

Serial SaaS product creator, startup veteran, problem solver, product strategist, software engineer

Gurkeerat Sekhon

Gurgaon, India

$100.0/min N/A 0 $1.67/min

Automotive Industry Expert, Management Consultant - Sales, Marketing, Digital Customer Experience etc. Expert on Shared Mobility - worked with start-up Founder of a Start-up - which failed though !

Aaron Abram

Santa Monica, CA

$300.0/min N/A 0 $5/min

Launched Osurv from $0 to a $3 Million business in just two years. Marketers from Caesars Entertainment, Shopify, GoPro use our surveys to predict customer behavior and sell more stuff.

Annette Franz

Orange County, CA

$500.0/min N/A 0 $8.33/min

With 30 years in the customer experience profession, I am founder and CEO of CX Journey Inc., and am an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business) and Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business. I work with clients to develop CX strategies and (re)design the customer experience and employee experience. I am a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council. Startup advisor. Check out my website: http://www.cx-journey.com/.

Beth Dockins

$175.0/min N/A 6 $2.92/min

20 year service industry executive Pioneer of digital customer care (using social media for customer service) Featured in Jay Baer New York Times Best Selling Book "Youtility"

Shelby A Chambers

Los Angeles

$150.0/min N/A 0 $2.5/min

I'm a marketing and brand strategy consultant focused on helping companies to develop meaningful brands and stories. I've been consulting for four years for dozens and dozens of happy clients across all industries. Before that, I spent nine years managing content strategy and social media for The Walt Disney Company where I launched editorial brands, video series, lead an editorial team, and wrote a lot of tweets. After that I was Director of Social Media at Guthy|Renker where I focused on beauty marketing. I also finished my fully employed MBA at UCLA in 2019.

Susan M

Denver, CO

$100.0/min N/A 0 $1.67/min

Welcome! Your CX/Operations coach is here and ready to chat with you about your project. I am very experienced (20 years) in the area of customer/employee experience & operations - from helping you to set up and analyze surveys (NPS, CSAT, etc), creating VOC programs, to analyzing processes to create something more streamlined. I have created customized content and taught classes in the area of customer service to front-line employees, monitored phone calls and tickets in an effort to coach employees, and have a proven track record of using data to raise customer satisfaction. Skilled at coming up with solutions to problems you might be encountering with customer/employee experience, surveying, customer support, and more.

Daniel De Lone

Milwaukee WI

$250.0/min N/A 0 $4.17/min

Professional Experience: Owned the Customer Experience program for multi billion dollar global company. Created strategic model for generating Customer Loyalty through connecting Employee Experience (EX), Customer Experience (CX) and Continuous Improvement using technology and analytics, developing strategies to improve metrics such as NPS, NPS, CSAT, CES and Loyalty Index. Specialty is developing and continually evolving a best-in-class Experience Management program in the B2B/B2C/B2B2C arena. • Direct responsibility for CX strategy, roadmap, governance, standards, policies and processes for highly matrixed, global company • Led market research, RFP, and deployment of CX VOC platform and data ecosystem to scale customer feedback management • Developed and operationalized the framework for strategic CX VOC program initiation, resourcing, execution and adoption • Developed relationship and transactional voice of customer surveys, providing insights to meet goals, standards, and opportunities • Combined VOC and Operational Performance data to identify strategic opportunities for business via dashboards and visualization tools. Leveraged strategic insights to frame rationale for business opportunities to improve services and products • Established strategy to reduce percent of detractors through acting upon top themes as derived from a complaint forecasting model • Delivered quarterly presentations to leadership with targeted communications, identifying areas to drive new strategies • Collaborated with Customer Service, Marketing, Sales, Legal, IT, and Product Development to drive customer and business success • Expert in mapping holistic customer journey, using moments of truth for customer concerns and conceptualize new solutions My CX experience was built upon the foundation of continuous improvement disciplines. Track record for driving Continuous Improvement (CI) projects as a corporate level resource, driving improvements to people, process and technology. Implement best-in-class solutions. Partner with Business to design, develop and implement CI change activities. Managed strategy deployment process, updates, action plans, and synthesize disparate information effectively. Align Sponsors for project success. • Built a mature project funnel, pipeline and portfolio, yielding annual project related savings between $3 - $7MM • Lead large scale cross-functional projects leveraging data to detect, solution, and resolve customer-impacting issues upstream; identify opportunities for self-service solutions, and provide tools and resources for frontline to exceed customer expectations • Facilitated workshops, kaizens, Value Stream Mapping, drive and track actions, and communicate complex findings via compelling storytelling for buy-in and followership. Translate VOC / customer insights into business opportunities. • Partnered with strategic customers to identify and execute on high profile projects, creating mutual business value SAP | Tableau | Qualtrics | Power BI | Advanced Excel | SalesForce | G Suite | MS Office | Webex / Teams / Zoom