Customer Experience Design Consultant
Lookup By Industry Archive
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People and Their Passions… Why Social Media Works.
It’s hard to describe that “spark” that ignites social media because it is different for each and every person.
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Case Study: UX Strategy for Energy Retailer
Facing significant awareness and educational challenges, I helped this business to business energy retailer approach the small business segment with a consumer-colored glasses…
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Case Study: Children’s Hospital of Pittsburgh Information Architecture
CHP’s website grew organically resulting in a rich repository of clinical content that was difficult to navigate. I helped re-architect CHP.edu from the user’s point of view, creating a final user experience based on three types of patient families and how they use the site.
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Case Study: Mortgage / Title Insurance B-to-B Customer Experience (CX)
During the mid-2000 mortgage boom, NREIS had awareness and credibility issues as they struggled to grow more than 300% in less than two years. Realizing that marketing was only a fraction of the solution, I led an executive management team of Sales, Operations, IT, and HR to create a company-wide customer experience program. The result—the company secured work with 9 of the Top 10 U.S. banks.
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Online Publication Best Practices Review
Recently, I completed an online assessment for a publisher. To get started, I searched for a consolidated “best practices” review of online publications but could…
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Two Out of Three Ain’t Bad… Email Deliverability
Was it technical issues, SPAM problems or user behavior causing our registrations for a new Web initiative to only reach 75%? See what we discovered……
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The Kizashi Road Test
Worked completed as Chief Digital Strategist at GatesmanMarmionDrake+Dave. Jim Shorkey Suzuki Kia, long-time GMD+D client, was looking for an alternative way to spread the word…
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Featured in Ad Age for Qdoba Social Media
How a Hockey Coach’s Burrito Habit Turned Into an Ad Campaign Pittsburgh Qdoba Franchisee, Agency Use Team’s Playoff Run (and Social Media) to Boost Store…
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Urban Lending Solutions Name Change
Urban Settlement Services experienced enormous growth and diversification over the last two years, culminating in the launch of the Broomfield, CO Servicing division and the…
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Qdoba Social Media Blitz
Worked completed as Chief Digital Strategist at GatesmanMarmionDrake+Dave. Qdoba Pittsburgh Franchise Owner Chad Brooks noticed that the Penguins Coach Dan Bylsma would come into the…
