Dynamic. Thought-Provoking. Expert.

“A remarkable customer service experience starts with heart, intuition, curiosity, play, guts and taste.  You won’t find any of it in a survey.”

Jeff Bezos, 2017 Letter to Amazon Shareholders

Dynamic. Thought-Provoking. Expert. 

That’s how clients describe Janet Gerhard.

 

The hospitality industry has long known the importance of the customer experience.  But, it is Janet who has helped many of today’s most beloved hotel brands transform the customer experience into a strategic driver of business growth, advocacy and a sustainable competitive advantage.

Over the course of her career, Janet has earned a reputation for her ability to change the way hospitality clients think about, deliver, and leverage customer experience.  Guiding them through waters that are often unchartered and increasingly turbulent, she helps companies deliver on their brand promise with a customer-centric experience that is relevant, engaging, and earns loyalty at every point in the customer journey

“Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products.”

Forrester’s U.S. Customer Experience Index, 2016

Customer experience is now taking a more central role at B2B brands as well.  Moving from a focus on price to one that emphasizes delivering value is putting a spotlight on the customer experience. Given her track record in the hospitality industry, B2B companies are tapping into Janet’s expertise to help them build the type of customer-centric organization needed to make this transition successfully. Her ability to help clients revise their sales and channel management practices in order to better understand and serve targeted customers has proven to deliver competitive advantages and significant gains to the bottom line.

A recent survey showed that 80% of B2B customers base their buying decision on their experience with the company.  But only 16% of B2B leaders say that the customer experience they provide is as good as the best B2C experiences.  

econsultancy.com

Challenging organizations and their teams to risk change, her areas of focus include:

• Unleashing the curiosity and creativity of commercial teams to drive velocity and margin in sales
• Supporting executives in their role as cultural leaders in the transformation journey
 
Linking brand strategy and customer experience to drive demand, share of wallet and loyalty.
• Uniting organization, people and methodologies to deliver the customer experience
• Aiding organizations as they seek to optimize customer experience delivery, drive accountability, and earn customer-driven, profitable growth

80% of B2B buying decisions are based on a buyer’s direct or indirect customer experience. Only 20% of buying decisions are made based on the offering or price.

Sirius Decisions