Online or Offline, its about delivering a frictionless and consistent customer experience
Melissa is an award winning digital and CX strategist, driving organizational change, excelling in the detective work of identifying areas for improvement, solving the puzzle and developing innovative solutions that grow revenues.
- Increased web conversion rate by 172% and decrease cost per acquisition by over 12% for a $1B business that generates approximately 80% of sales from digital channels.
- Championed and led bottom-line driven customer experience transformation across all touch points of the customer journey (web, sales, serve, operations, HR, IT) of a national company.
- Experience working with 100+ companies in app, mobile and desktop web site optimization, digital marketing and CX consulting.
Analyze existing digital marketing mix, team structure and digital customer journey and create optimization strategy or develop a full end to end Digital Marketing Strategy from scratch. Then act as an extension of your team, leading during implementation and testing
Put the customer at the center of your business. Identify biggest customer pain points through journey mapping and discovery, and provide suggested solutions that will improve CX and drive performance. Recommend approach to measuring CX to garner insights on an ongoing basis, and create strategy to transform culture to be customer obsessed
Get in touch with me to discuss your situation and I can recommend the best way for us to work together based on your needs. I look forward to hearing from you.