Welcome
I have a fascination with strategy, human behavior, investing, systems thinking, and tech – all of which has been the driving force in my career (read: loyalty programs, customer lifetime value (CLV) operations, customer insights, voice of the customer, customer service, sales, user experience, market research, and consumer psychology).
Former Forrester Research consultant, Director of Customer Experience, Insights, Market Research & tech start-up experience with a deep expertise in customer/user experience, consumer psychology (buyer behavior), market insights, financial analysis, go to market strategy / sales enablement, executive buy-in / presentations, workshops and driving organic growth.
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Customer Experience / Customer Insights
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ROI of Insights
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My 12th year in the field of customer experience / customer insights - I cover all industries and have sector expertise in Financial Services, Healthcare/Pharma, Tech, CPG, Telecom, & Utilities. I see customer service as reactive and customer experience as being proactive. My philosophy on customer experience is that it is as much about marketing and innovation as it is about operations and sales enablement.
Recognized for Innovation
My work revolutionized our enterprise data landscape. I pioneered the collection and analysis of qualitative Voice of the Customer data directly from our intranet. Alongside that, I, along with a talented cross-functional team built robust systems in Tableau to gather and mine quantitative insights from surveys, social media, market analysis, and sentiment data. This data-driven approach transformed our understanding of both internal and external stakeholders, driving smarter decision-making across the organization.
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Customer insights isn't just about knowing your audience; it's about unlocking measurable business growth. By understanding customer needs, pain points, and motivations, we can fuel data-driven decisions that boost product innovation, refine marketing, and optimize the entire customer experience. The result? Increased revenue, sales, CLV, NPS, CES, sustainable loyalty, and an undeniable competitive advantage.
Driving Results
I have a proven track record of boosting customer experience for Fortune 500 firms. My data-driven approach pinpoints pain points and sparks actionable strategies across the customer journey. Whether it's re-imagining service models, optimizing digital touchpoints, or fostering brand loyalty, my focus is always on delivering measurable results that drive sales, retention, and expanding market share.
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Chris demonstrates a unique ability to think strategically and tactically with clients in their customer experience journey. He is deeply passionate about CX and is one of the most well rounded CX strategists I've worked with.
-- Previous Manager, CXO Kurt Schroeder
Testimonials
Tucker Schlottman
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Chris Schulenburg
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Joseph Sahili
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