Marlene Kohn

Background

About Marlene Kohn

OVERVIEW: I’ve built a career on the belief that understanding the customer’s perspective is a tipping point for the success of any organization. Every customer interaction with a brand is an opportunity to delight or disappoint and what I do is help organizations bring the voice of the customer into the strategy process to drive change. My craft has been honed over the years by working with leading brands in diverse industries including pharmaceutical, retailing, financial, consumer durables, media and CPG. Each work engagement created a learning experience by which to strengthen my toolkit to address business challenges. HOW I DO IT-Help companies use online communities for discovery, innovation, brand advocacy -Explain the power of Customer Experience Management software as a revenue producer -Employ multiple methods to deliver the ideal customer experience -Use creative sales/business development skills to build "something from nothing"; exceed targets-Convert market research data into compelling stories; learn/plan/implement-Develop customer insights using qualitative/quantitative techniques - traditional & digital -Communicate effectively; written and oral -Keep on learning and apply it today's New economy -Approach with an entrepreneurial, passionate spirit CERTIFICATION-NPS (Net Promoter System)-CMRP (Certified Market Research Professional) SPECIALTIES-taking a practical approach to resolving business challenges-willing to take a risk with out-of-the-box tactics-commitment to excellence in customer experience. Let's chat: mkohn@leger360.com