Who I Am

With over 17 years of marketing, sales and operational experience, my main focus is delivering the customer experience with excellence. From the first moment of contact with a company through the entire nurture, transaction and loyalty lifecycle, I work to understand how each component can add value or detract from a customer’s willingness to promote the brand, service, product, or person. From marketing campaigns to a customer service calls, I want to create a call-to-action or message that makes the recipient want to “Believe, Love or Experience” the brand (that’s mine…so don’t steal it, lol).

My method concentrates on the strategy and processes of channel/communication convergence – how traditional media, interactive, direct, and social tactics create value. I dig into the product offers/development, call center numbers, message/media mix, and webtrends reports to understand the key drivers of our customers, cost centers, and accomplishments. Creativity in both message and execution is critical to success, and the team with whom you work should bring out the best in both. I have been fortunate in my career to work with such team members.

The right blend of message consistency, channels mix, and publishing cadence are now more important than ever. To address this blend of messaging, I currently have a book in production titled Whiteboard Politics: Reverse Engineering the Customer Experience to be published in the coming year by York House Press of New York, NY. This book will challenge the precepts of “marketing is dead” and address the practical approach to convergence that yields results. With C-Level skepticism of social media, branding, and search engine relevancy at an all-time high, the examples and methods outlined in each chapter are aimed at helping marketing and sales professionals articulate a concise plan with sound reasoning and calculated results.

Favorites:

Books: Into Thin Air, Good to Great, Built to Last, Thriving on Chaos, Winning, View from the Summit
Music:  Frédéric Chopin, Accapella, Jason Aldean, Van Halen, The Eclectic Stylings of Kyle Botkin
Films: Tombstone, Tin Cup, Star Wars, My Fair Lady, Singing, in the Rain, The Godfather, Groundhog Day, Cassablanca