Expertise

Becky has functional expertise in marketing, customer experience, customer service and support, social media, business processes, executive-level CRM strategy, and cultural transformation.

Corporate Biography

Becky helps companies grow their business on the solid ground of their customer base.  Becky’s clients have included several Fortune 100 companies such as Electronic Arts, HP, and Fujitsu, where she has helped them bring about success in their customer strategy and accompanying initiatives.  Projects have included marketing effectiveness, customer contact strategy, customer loyalty programs, contact center strategy and process improvements, customer experience touch point mapping, customer service and support best practices reviews, as well as customer needs and insight.  Becky’s client work won the inaugural Silver Senet Video Game Marketing CRM award with Electronic Arts.

Becky is the author of the business blog Customers Rock!(customersrock.wordpress.com), a well-known marketing and customer service blog.  It is listed among the Top 25 Marketing Blogs and the AdAge Top 150 Marketing blogs globally.   She is a weekly guest on the BigBiz Talk Radio show, a nationally-syndicated program.  Becky is also a contributing author on the recently-released business bookAge of Conversation.  Additionally, Becky’s expertise is regularly sought out as a judge for both marketing and customer service.  She has been a judge for the San Diego American Marketing Association’s Marketer of the Year Awards, the MI:6 Video Game Marketing Awards, the Web Marketing Association’s Web Awards, the Service and Support Professionals Service Excellence awards, as well as the Association for Support Professional’s “Ten Best Web Support Sites” annual competition.

Previously, Becky was a Senior Consultant with industry-leading Peppers and Rogers Group.  She was involved with projects which encompassed customer strategy, call center strategy, customer needs and insight, customer experience planning, customer service metrics, and technology planning.  Prior to joining Peppers & Rogers Group, Becky worked at Hewlett Packard, capping her tenure as Director of Marketing for the UK and Ireland. She has also held positions in marketing management, product marketing, technical marketing, and project management at HP.  Prior to her time in the UK, Becky was the Worldwide Customer Loyalty Marketing Manager for HP Services.