I've spent more than 13 years perfecting how we interact with customers, on their terms. I aim to help you offer an unparalleled experience at every touchpoint along your brand journey. Here are a few places I can provide my expertise:
​Content Strategy | writing
There’s an art to connecting with customers through engaging content. To effectively telling the story of your brand. And doing it in a way that offers someone exactly what they need to see//hear//feel at a very specific moment in time. Build a cohesive messaging strategy that resonates with customers.
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Rules I live by:
  • Always step back to think “big picture”.
  • Dig to find the customer “why”.
  • Write for your audience – not the business.
Experience Strategy | Management (CX/UX)
I like to call myself a data-nerd obsessed with experience design. I’ve spent more than ten years of my life helping businesses make their customer interactions human again.

Customers form opinions based on how you make them feel at any stage of their brand journey. If at any point you make yourself hard to do business with, whether it's a network failure or an unforeseen gap in communication – you lose points with your customer.
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Rules I live by:
  • Be intentional with every interaction.
  • Think about every level of the experience (from beginning to end).
  • Remember your customers are human.
  • Tell your story through a customer’s eyes.
Process Improvement | reengineering
I’m a customer advocate, every step of the way. I work to understand every angle of a customer’s journey, peeling back the onion to find where things are going wrong, where things are going right, and where they can be done differently. I help identify communication gaps, uncover broken processes and discover solutions that polish your overall experience.

Someone once said: “If you’re not serving the customer, you’re serving someone else who does.”

​Rules I live by:
  • Stand in the customers’ shoes.
  • Break down silos and work collaboratively across the business.
  • Discover how each department experiences this one process or change.
  • Never rely on your gut. Defend changes with real numbers.
CORPORATE COMMUNICATIONS
Every customer interaction should be simple, purposeful and engaging. My mission is to help you clearly define what you want to achieve with every touchpoint and make sure your content aligns with those goals. ​
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If you can't spell out who, what, when, where, why and how - it might be time to rethink. Ensure every interaction means something to the life of your customer.

Rules I live by:
  • Be consistent. Across every interaction, in every medium.
  • Every communication must add value.
  • If you just check the box, it's not worth the effort. 
VOICE OF THE CUSTOMER (VOC)
How do customers feel about your business? How do your customers feel about the transaction they just completed? Was it easy? Was it hard? Why? The key to retaining customers is to listen to their needs, wants, challenges and success. You'll never know if you don't ask. ​

Rules I live by:
  • Understand what customers are telling you.
  • Talk to customer facing departments, all the time.
  • Don’t just ask questions – identify how you will close the loop.
Journey Mapping
Look at your brand story from a customer’s prospective. Flesh out their experience from end-to-end. Evaluate how each piece of the puzzle is managed internally and how it makes customers feel. Then ask yourself, how can we make this better? Answer that question from every angle to fully understand how both internal and external perspectives influence the overall journey.
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Rules I live by:
  • Make sure the whole team is on board (from the top down).
  • There’s always room for improvement.
  • Ask, how would this experience make me feel?
  • Drive personalization for each customer type.
Inbound | Outbound Marketing Strategy & Copywriting
Keep your experience with customers consistent and conversational. Help customers make educated decisions. Appreciate what customers need to see//hear//feel at any point along their journey to naturally add value to your conversation. Adjust your approach to both personalize and effectively engage on your customers’ terms.

It's no longer about customer persuasion. Customers expect you to help them well informed decisions, which is so much more than a traditional sales pitch. Make yourself a knowledgeable and helpful partner as customer engage in doing business with you. 

Rules I live by:
  • Add value early so customers don’t go somewhere else to find it.
  • Keep the end in mind.
  • Keep it simple.
  • Adapt to customer change and stay relevant.
​PR | EDITORIAL COVERAGE
Share your brand story. Share your accomplishments. Earn customer trust.

Rules I live by:
  • If you never tell us, we'll never know.
  • Earn customers by sharing quality content.
Allow me to help you work across business silos, uncover communications and process gaps, and put strategy around an experience that customers have come to expect. My approach puts all the moving parts of your business back together in a way that promotes internal confidence, builds upon customer successes and ultimately, drives customer loyalty.

Notable Accomplishments

CXPA | Oct 2019
Certified Customer Experience Professional (CCXP)

Google | Jun 2017
​Google AdWords Search Certified
​Google Analytics Certified

​HubSpot | Nov 2016
Content Marketing Certification

HubSpot | Aug 2016
Inbound Marketing Certified
Growth-Driven Design Agency Certified
Email Marketing Certified
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​University of North Texas | 2007
Master of Journalism in Integrated Communications | Minor in Marketing
[email protected]
​tel. 972-741-0236