Mike has been working in digital marketing since its inception, is the author of three books on the subject, and consults for large companies each day to help with content marketing and customer experience issues.
Direct to Consumer sales is the fastest retail growth channel in the marketplace today and will continue to experience rapid growth. The customer delivery experience is also changing rapidly and is critical to satisfying and retaining customers. Brad has spent over thirty years tailoring direct delivery programs to meet customer experience expectations while improving bottom-line profitability.
Blending innovative technology, data, analytics and using lean, change management and other standards/practices, changing organizational behaviors to impact the business, operations, customer experience.
A strategic and highly accomplished senior airline executive and top corporate officer with extensive global expertise in change management, employee relations/engagement, marketing, contract negotiation and administration, customer service, performance programs, financial planning and project management. Adept at managing diverse organizations encompassing all aspects of the airline journey, including overall product, service, and customer experience. Defines, balances, and achieves goals and objectives while developing dynamic teams to maximize success. Proven aptitude for improving performance, empowering and inspiring teams, reducing expenses, increasing customer and employee satisfaction, developing strategy and vision and increasing revenue.
As a leader in the fitness industry for more than a decade, I have experience with private, non profit and franchise organizations in both US and Canada. I have deep knowledge of the competitive landscape as well as understanding of current and future trends. As a leader in these organizations, I had the opportunity to be a decision maker in almost all areas. Experience in acquisitions and new builds, I have had experience in all manners of business.
What you get with my Proactive Advisor-as-a-Service "Buyopsy": Quick Call (15min avg to determine or resolve most issues) These are meant for last-minute challenges, bounce ideas off me, introductions, idea validation, etc. Strategy & Review 1-2 hour call, meant to be used for more in-depth strategy and reviews with your agency or in-house teams. Introductions (ongoing clients only) Anytime you need introductions to service or software vendors, staffing/contract workers, investors, industry experts, just email! Monthly Data Dive (ongoing clients only) Once a month, I will look at an external agency or team reports, deep dive into Analytics, review UX challenges, and provide you a list of things to work on for that month. Weekly Learnings (ongoing clients only) I speak at events and conferences all over the world and meet people and see technology solutions or deal flow daily. I summarize everything I learned from my other projects and team members and send them to you weekly what I feel is worth your attention or awareness. 24-Hour Response Guarantee I block off sections of my calendar for this service so that you always get a guaranteed 24-hour response or meeting request accepted and stuff gets moved to accommodate your needs when an emergency brainstorm or call is needed. Want to talk and assess mutual fit over a quick call? BOOK A 15-MIN DISCOVERY CALL Specific Examples of how you can use it Below are some high-level ways you can use this offering to provide value for your business: -Internal Team Review & Support -Help evaluate internal teams' work. -Help find gaps and recommend solutions. -Support and network help to hire new talent. -Vendor/Technology/Agency Review & Management -Outside agency audit, review, analysis. -Sit in on strategy and reporting sessions. -Review technology integration partners and your current tech stack -Recommend new vendors if gaps are identified. Anytime 15 Minute "Quick" Calls -Anytime quick calls with same-day access guaranteed. -Help with daily challenges that come up or validate new internal ideas. Strategy & Brainstorming & Problem Solving Once a month intensive sessions. (1-2 hour deep dive planning/updates) -In-person or remote strategy or in-depth business review and provide action items. -Use this for anything pressing. Team review, Feeling under-fire, long-term planning, etc. -Introduction to vetted and inexpensive labor options. -Access to my investment network, partner/vendor network, channel partners etc. -Help with staffing and finding local talent. Cost Analysis & Savings -Evaluate the software you are using to see if there are cost-effective replacements. -Access to deep cost savings from relationships I have.
As a Board Advisor with TribeCX, I have significant experience with delivery and execution of Customer Experience. My library includes a focus on key areas for enablement and success including Governance, Employee Engagement & Experience, CX Pillars, Playbooks, Sustainability, Organizational Change Management and more. Each toolkit in the library was informed by Best Practices during our partnership with Bain Consulting. Having led CX for American Airlines for 4+ years, my experience leading programs, driving C-Suite agendas and overall execution has been proven on the ground. Not only did I serve as CX lead for American Airlines, I also delivered Customer Service & Operations during a 17 year career in airport leadership in DFW, BOS and as Managing Director/General Manager of LaGuardia (LGA) and Los Angeles (LAX) airports. During my time in Airport Leadership our teams achieved excellence and improvement in areas of Safety, Financials, Operations, Employee Engagement & Customer Service key deliverables while leading teams of 600+ and 1500+ respectively.
Developing a customer journey that makes sense and that is customized to reflect the sophistication of the audience is key. I have extensive experience developing online sales journeys for sales agents and consumer direct applications.
I have experience as an Advisory Board Member for a number of startups at various stages of development. Working closely with the CEO and C-Suite executives to strategize, innovate and develop the appropriate focus & next steps. Acting as an Advisor and Mentor for Leadership teams coaching them through important decisions. Proactively identifying and anticipate problems, challenges, and opportunities before they occur.
As a member of the SAP Independent Executive Advisory Council (IEAC) I possess keen expertise in Advisory for the Future of Work and Delivery of Total Workforce Management Systems with focus on SAP solutions. My Toolkit and Experience focuses on Best Practices & Lessons Learned during a journey at American Airlines to successfully deliver SAP Success Factors for 130,000+ Global Workforce, SAP Fieldglass for Contingent team, DocuSign business applications and SAP C4C Case Management Systems for an in-house, in-sourced Employee Service Center. The program scope was $100M+ for the HR, IT, Payroll transformation. The journey included key partnerships with SAP, Syniti & Deloitte. During the journey our team also achieved an Employee Engagement score across HR Shared Services of 91%. I can help you not only with your HR Digital & Business Transformation, but also your entire Employee Experience (HXM). The Best Practices and Lessons Learned can be easily applicable to any HR Transformation Journey. My toolkit also includes a focus on building your Employee Experience through an approach founded on Human Dignity, an indispensable component for anyone in the People Business!
My Leadership experience spans a career of 33+ years at American Airlines with 25 of those services in a Managing Director (or above) role. I possess experience as well reporting to and guiding C-Suite discussions with roles reporting to CIO, CHRO and CMO during the tenured career. I have led teams as large as 3000+ from airport leadership roles to Regional teams to Corporate roles. In my last role as Managing Director HR Shared Services we led our team to achieve a 91% employee engagement score on the Company led survey. My toolkit includes Best Practices from Coaches such as Tony Jeary (The Results Guy) and Paul Meyer (SMI). My employee experience platform is grounded on work informed by Prof. Donna Hicks of Harvard University and the Overland Resource Group with a strong foundation in Human Dignity and how to bring the key Levers of Employee Commitment to life across your enterprise. I can share how to "Elevate your Business Through your People" with 6 indispensible components for success. My leadership coaching and results execution strategies are heavily informed by both my 25+ years leading teams to results excellence and 12 years of personal & professional coaching by Tony Jeary.
Your Current State tells a story. I have the ability to interpret the story behind your current state culture, leadership, employee & customer experiences. What are your gaps? What opportunities can you address? What impact will future changes have on operations? How will changes made differentiate your brand? I can help you see the truth of the way things are and let you know what to do about it.
Instead of continuing with the status quo, following copycat strategies of others or adopting long held traditional approaches that don’t fit today, I can help you define leadership, employee & customer strategies and deploy & align them to galvanize your company around your purpose and values and move you in a common direction and drive growth. Rather than building a company that is stuck in the past, you can create one that differentiates around creating experiences employees & customers want to have again and again.
If you need an Advisor, I have experience advising startups and businesses of various stages. From strategy, culture, team building & development to leadership development, employee & customer experience, crisis & change management, and COVID-19 navigation to organizational development and simplifying operations.
In my 25+ years of leadership experience, I have worked with companies from startups to mid-markets & enterprises with siloed organizations, poor employee & customer experiences, and under-performing operations & growth. I have helped them create cultures, systems, structures, and accountabilities necessary to support positive employee & customer experiences & customer driven growth. All company’s reach a level or status quo where existing strategies need to change. I will help identify your company’s needs and facilitate strategic actions to galvanize, align and move you in the right direction.
If your company is under $70 million in revenue you may not need a full-time CCO (Chief Customer Officer) or CXO (Chief Customer Experience Officer). If you are looking for expertise in reviewing your employee & customer, culture, or growth strategies, and need help envisioning and defining strategies to simplify operations, align teams, unite leadership & galvanize the organization to move everyone in a common direction. I can help.
I examine current processes and thinking, apply outside of the box ideas and solutions, test for application and present data. As a consultant, I have the advantage of not being tied to the organization, therefore, the ability to question the way processes have always been accomplished and present options not previously considered.
I have particular expertise developing and implementing growth strategies that include double-digit organic sales increases driven by channel development, market segmentation, key account development, new product introduction, sales force management, and marketing leadership. Identifying, acquiring, and integrating companies that provide a strategic fit supports internal rates of return and increased valuations. Senior Consultant & Council Member : Mitsubishi Material Corporation - Japan, Gerson Lehrman Group - USA, Insight Alpha - Singapore, GlobalWonks - USA, Strat Lancer - India
Proven leader across all business functions with a high proficiency in growth strategies, operational efficiency, mergers and acquisitions. At Resources Global Professionals, spearheaded 500% growth from $31 million to $200 million in 4 years leading 14 offices across the Southeast and Southwest regions of this publicly traded professional services firm. He led all sales personnel (75 total) across the Southeast and Southwest regions as part of a 1,000 employee organization. He also developed and led the sales organization across Asia, opening new markets while living in Hong Kong for approximately 2 years. Additionally, he was sent across the globe to train the sales organizations in North America, Europe and Asia. This training was focused on B2B consultative selling and value positioning. Developed an extensive business plan and go-to-market strategy for start-up operations in the US for a global SaaS based, AI, corporate performance management platform. This included building teams across multiple offices, hiring and building out a sales team and go-to-market strategy, financial management, marketing platform, product development and customer and account servicing. Achieved 135% of target revenue growth in first 9 months. Secured and closed total contract value (TCV) in excess of $5 million. Targets for 2019 were TCV of $17 million, representing a 300+% year over year growth rate. He had responsibilities for all sales and marketing, a team of 9.
As Quality & Patient Safety Head and later as CEO, led the organizational initiative developing & instituting the culture for quality & patient safety across the organization along with accreditation of hospitals with national & international accreditation bodies and individual functional departments. Have been proactively contributed towards creation of the national accreditation body and later chaired the Technical Committee & Grievance Committee of the national body & served as member of the Accreditation Committee. Led the accreditation of Standards of the accreditation body with International Society of Quality & contributed towards the accreditation of the national body with the International Society of Quality.
Lisa Benson is an Emmy award-winning journalist and diversity, equity, and inclusion specialist. During her seminars, Lisa draws from her life and career to stimulate thoughtful conversation on the roles we each play within our communities and organizations, leaving attendees with memorable takeaways on the power individuals and companies have to make meaningful and lasting change. Lisa's understanding of the racial inequities that diminish productivity was enriched by her study of diversity and inclusion at Cornell University. She also earned her bachelor's degree in Mass Media Arts from Clark Atlanta University in Atlanta, GA. After working in corporate America for more than two decades, Lisa triumphed in federal court over a national media company. Jurors unanimously found the media giant guilty of retaliation. These life-changing experiences coupled with her Ivy League education uniquely qualify her to speak honestly and courageously about the implicit biases, microaggressions, and racial hierarchies in the workplace that drain corporations of money and top-notch talent.
I help automotive dealers and other industries implement sales process to achieve best the CX, sales conversion and income. It is achievable to increase up to 25% increase after the culture change, right mindset, sales process implementation and the practices are completed. This also includes other areas such as Finance and Insurance process, Desking Process and Telephone Skills.