customer experience management meets the global enterprise

Welcome to my website! I am a customer experience management (CEM) thought-leader advising on the board of global luxury resort acquisition and management company, and an advisor to the innovative mobile music company soundtrckr, a recent winner of an innovation award in a Milan-based high tech conference. I am also a CEM strategy consultant and executive trainer as time permits. In the companies I advise and manage in my partnership, I face obstacles every day, probably similar ones that you face: what projects do we choose, how do I get our teams to understand the goals and cooperate within a rational process, and how do we know we're on track in creating the customer value we want? It can be painful, but I know that experience management is one of the most powerful and fundamental competences for companies everywhere. It's worth the work.

BREAKING INSIGHT: Customer experience lives in an ecosystem of values, social networks, and brand stories. The same is increasingly true of "constituent experience," the way citizens view their government. Behold the power of shifts in paradigm (a drop in fear of despots), use of technology (internet, mobile, and ham radio), and new pro-citizen values.

This website is but one of several ways we can interact with each other (for others, see Contact Me). I look forward to being in conversation with you.

the big picture

Multinational corporations face the same kind of challenges that domestic corporations do, but written on a larger scale. Domestic corporations have market segments whose needs vary by preferences; multinationals engage with entire cultures whose differences matter. Domestic corporations have channels for products and marketing; multinationals have global supply chains, national business units, matrix management approaches to product and marketing activities, and costs of capital that vary by tax regime, country risk and currency rates - and media markets that span languages, tastes and laws.

But they are all linked by a single, fundamental constraint: the only sustainable value they can create flows from creating greater perceived value then their competitors do. 

cem: understanding & managing perceptions

If you want to create value, then, you must know what shapes your customers' perceptions of you, and how to manage those perceptions, in a world where people talk to each other at the speed of light, where perceptions are filtered by culture, expectation, and values - often unconsciously - and where businesses and business models burn faster than ever. Your perceived value goes beyond product, beyond service, beyond even "personalization".

the new normal: it's not the recession, it's the ecosystem

The new normal, as I define it: creating, managing, influencing and balancing your customers' perceptions. It puts you into a messy, thrilling, and extremely competitive ecosystem. If you want to see corporate value destroyed in a flash, you don't have to wait for a recession, just watch a company stumble in the customer ecosystem.

This is where customer experience management comes into play. It's at the center of value creation in a global, socially networked economy. Your playground is the planet. And your customers can throw the ball a lot faster than you can.

It's time you learned more about customer experience management so you can actually be in the game.

Enjoy the site.