#MakeItHappen or #LetItHappen. Your Reputation exists, but are you in charge?
Control your business by leveraging customer and employee feedback.
I got my start in the world of feedback management at Malouf, in 2014. Tracking and responding to reviews for 100 plus products, I was able to increase sales and ratings by driving improvements suggested by customers. In a few short years, I was managing a team responsible for product reviews across 1,500 listings, 8 brands, and 20 plus e-commerce sites, driving millions of dollars of revenue monthly.
Believing that feedback functions fundamentally the same for other applications, I applied my strategies to brand and employer feedback found on Facebook, Google, Glassdoor, Indeed, and other review sites. This led to 4.4+ star brand ratings, and Malouf's 2019 top-ten national employer ranking on Glassdoor and InHerSight.
The feedback management methodologies I’ve developed have been recognized nationally with a 2019 Gold Stevie Award for Best Customer Feedback Strategy above runners-up including: Bank of America, Delta Airlines, DHL, IBM, Intuit, and VIZIO Inc. In February 2019, I handed off the product review management duties to my team in order to take the position of Employee Experience Manager at Malouf. In this new role I’m expanding my understanding and use of employee feedback in driving company culture enhancements.
Currently in progress, I am authoring a review management self-help business book. The book expounds upon the following:
-Consumer behavior relating to use of online reviews in decision making.
-The impact reviews have on businesses, brand perception, and employer reputation.
-How organizations can leverage customer and employee feedback for improved experiences and increased sales.
-The role employee experience plays in impacting customer experience and ratings.
I have spoken at organizational trainings, in breakout sessions, and as a keynote speaker. Feel free to connect if you’re looking for an experienced speaker to cover topics such as company culture or review management.
Recent appearances include:
- Logan City, Leadership Training 2018, November 26
- Silicon Slopes, Logan Chapter 2019, March 6
- Utah SHRM, Bridgerland Chapter 2019, May 17
Upcoming appearances include:
- Utah SHRM, Crossroads Conference 2019, September 24-25
I have consulted organizations in the below industries on review management and company culture. Send me a message if you’d like a professional opinion on these or related topics.
- Auto mechanics
- Auto sales
- City government