JONATHAN FRAZIER, BBA, CX PRACTITIONER
JONATHAN FRAZIER
SUMMARY
Customer choices cause a company to exist or cease to exist. After over a decade of corporate service, this singular sentiment has fascinated me beyond measure. This was true when I served in TelCom, FinTech, and Medical Devices. Untold wealth is made when the customer is first. Making that so in reality takes full organizational focus. No one person is responsible for a customer experience focus, it involves everyone. This includes specifically the Owner, CEO, and Directors.
My professional journey paralleled industry trends. Graphic design was eaten by Digital Design. Digital design was eaten by Product Design. Product Design was eaten by Product Strategy. Customer Experience can take a promising product or service and make it far more resilient to industry disruption. Business flourishes once you know what your customer wants and is willing to pay for.
MY STRENGTHS
Skills Used on a Regular Bases
EXECUTIVE ALIGNMENT
Negotiating priorities and identifying areas of compromise
CASCADING STRATEGIES
Ensuring investments in resources match aspirations of leadership
PROCESS IMPROVEMENT (SIPOC)
Inventory, review, and improve organizational processes
NURTURE ORGANIZATIONAL ADOPTION
Educate, train, track, and reward CX engagement
VOICE OF THE CUSTOMER
Translate VOC's into actionable and trackable OKR's
STAKEHOLDER ALIGNMENT
Goals, Structure, Processes, Policies, Incentives, Decision making, Communication, et al.
SCHEDULED STRATEGIC MAINTENANCE
Allow leadership to adjust to meet new customer realities
CUSTOMER INSIGHT MANAGEMENT
Empower key stakeholders to identify the right methods of obtaining steady customer insights that are useful and actionable
CX SPONSORED PORTFOLIO
Below are numerous examples of Customer Experience in action. CX in action means to empower employees to engage their customer in fresh customer centric ways. Broad descriptions are meant to protect business intelligence. Excuse ambiguities which are intended to protect sensitive valuable information.
CX TOOLS
Here are some common day-to-day tools
STRATEGY
Cascading Strategies, SWOT Diagram, SIPOC, SOAR Diagram, ERRC Diagram, Value Proposition, Competitor Landscape, Market Analyses Learn More
QUALITATIVE RESEARCH
Workshops, Focus groups, Interviews, et al Learn More
QUANTITATIVE RESEARCH
Google Analytics, Surveys, NPS, et al Learn More
CX LENSING
Customer well-being, Customer profitability, Customer Knowledge/Insights Learn More
CX TANGIBLES
Strategy Documentation, Publish Customer Reports and Evangelize Findings, Data Analyses and Dashboards, Customer Insight Discovery, Customer Journey Maps, Customer Profiles, et al.
SOFTWARE AFFINITY
SALES FORCE
SF JOURNEY BUILDER
POINTELIST
SF EINSTIEN
G-SUITE
SURVEY MONKEY
ADOBE SUITE
MICROSOFT SUITE
STRATEGYZER
AXURE RP
EDUCATION
PURDUE GLOBAL UNIVERSITY
Bachelor of Business Administration - BBA
Magna Cum Laude
Dean's List
UTAH VALLEY UNIVERSITY
Associate of Science - AS