What are the motivations behind why different people travel? What’s the difference between a traveler and a tourist? What do people like or dislike about small group travel? To what degree to they appreciate a local, culturally immersive experience? Are sustainable travel practices important to them?

What do different customer segments value? When a core differentiator like “quality” is being questioned can you overcome it? How do you take unique retail experience and bring it online? How do you serve the needs of a diverse customer base?

What are the critical elements of a loyalty program? How will customers enroll in program, service their accounts, track rewards and redeem rewards? How will the program drive increased spend and share of wallet? How does the program provide value to both the customer and the brand?

What motivates our customers to brave winter temperatures? Travel, adventure, time with family, etc.? Do they have an affinity to other luxury brands? What values …? 

What is the path to purchase for different customers? Do their experiences differ by channel (direct or partner, online or store)? How might we improve the overall ownership experience? What pain points exist at different stages of the journey?

How do we envision the ideal experience at different stages of the journey? How do we tell the overall brand story better? Increase engagement with the brand? Improve the online and retail store shopping experience? Demonstrate we stand behind our product?

What are the motivations behind why homeowners take on different home improvement projects? How do homeowners prioritize what to fix, upgrade, repair and maintain around the home? What types of projects do they take on themselves (DIY) vs. seek out a pro?

How do you make an existing in store service offering, free hemming, a premium experience? What do customers desire this experience to be functionally and emotionally? What does it take to operationalize this new experience across all your stores?

How do you improve management of promotions across the entire Gap family of brands?

What are the most critical jobs-to-be-done by stage of journey for the homeowner? How do we become “easier” to do business with? Better serve the wants and needs of the homeowner? Reduce customer effort when partnering with Porch?

How do we build a better understanding of our customers? How do we leverage our knowledge about customers to better serve them across channels? Can we delivery unique and differentiated experiences? What technology platforms best enable us to accomplish our vision?

How do we build a better understanding of our customers? How do we leverage our knowledge about customers to better serve them across channels? Can we delivery unique and differentiated experiences? What technology platforms best enable us to accomplish our vision?

How do we envision a mobile-based auto loan process for millennials working? How do we minimize or completely remove the need to visit a brand office? What functional and emotional attributes are we seeking to deliver against when designing the experience?

What are the on-stage and back-stage experiences that need to be designed to support a new Mobile Auto Loan Application process?  How do we cut the loan processing and approval time by five or more days? Who needs to do what organizationally to make it happen?

How do you drive increased engagement of end consumers through your Health and Beauty consultants? How do you serve up content that is interesting, relevant, and engaging? How do you centrally enable it and manage it? Drive growth in the business across new and long-term consultants? What technology platforms support this best?

How do you leverage content to sell product? How do you interact with consumers around health and beauty needs at the right moment? Serve their needs without being …

What is our share of garage (e.g., cars, motorcycles, power equipment)? What is the life-time value of the household? How to we drive leads or fill auto service bays in our dealer network? How do we keep existing owners in the Honda family?

How do you design an in-vehicle experience? How do you broadcast messages to a fleet of vehicles throughout the US? How do you make the vehicle service experience better integrating on-board diagnostics and dealer appointment scheduling?

What are patient expectations when being discharged from the hospital? How do you make their transport experience part of the overall continuum of patient care? How do you partner with hospitals and SNFs to make the patient transfer experience a positive experience?

How do you get at the underlying drivers for why individuals and companies are either Promoters and/or Detractors? What aspects of the experience are most important? How do we leverage customer feedback to improve experience with both Patients and the Hospitals we serve?

What’s the relationship between employee engagement and customer experience? How do you drive improved engagement (Gallup Q12) with your employees? At what stages of the employee journey: Candidacy, Hiring & Onboarding, On the Job, Growth & Development, Leaving Company can we improve the experience? Yes, even when leaving the company!

What are patient expDefined buyer persona for each buyer type (economic, user, technical, coach) identifying five core insights across each buyer type: priority initiative, success factors, decision criteria, barriers, and buyer journey.

Designed and implemented voice of the customer program across three distinct business units: retail commercial, onsite commercial, and renewable energy. Included b2b transactional and relationship surveys as well as driver analysis.

Established Health Status Scorecard enabling Customer Relationship Owners to assess the overall health of each B2B client relationship across six dimensions: Safety Mgmt, Operations Mgmt, Communications, Working Relationship, Contract Lifecycle Mgmt, and Growth.