“I had the great good fortune of having Andrea on my team at Samsung. Her skill set is tremendous; were I to highlight her key strengths, those would be 1) strategic and innovative problem-solving, 2) effective leadership, 3) intellectual curiosity /flexibility and 4) team orientation/collaboration. What made Andrea such a strong partner at Samsung was that she thought through strategic challenges to understand all possible outcomes, she thought through every contingency, and she was able to rally a team of direct and indirect reports to achieve the best result. Andrea flexed from projects that were familiar to her to others that were very new to her (and sometimes even to the industry) and she rose to the challenge each and every time time. Andrea thinks of new solutions, she sells in those solutions and she delivers those solutions. Her innovative spirit, collaborative nature, and sharp strategic mind made my job much easier and made our team much more effective. She’s a great marketer and, even more importantly, a genuinely great person.”
Contributions
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You have a product marketing strategy but no feedback. What's the best way to get some?
Consider in-the-moment consumer intercepts for online journeys. After defining the "Moments that Matter" in the process, solicit feedback from the consumer immediately after they complete a key step. That will allow you to see if the process is working easily, as anticipated, and without friction. For offline tasks and processes, make sure you ask consumers for their feedback in easy ways - such as with scannable QR codes after purchasing/signing up for your service. Offer sensible incentives for the feedback - time is valuable, and you want consumers to respond seriously. Lastly, set up regular intervals to engage with consumers - this will allow you to understand how needs have changed, and how to address those changing needs.
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How can you create a compelling pitch deck using visuals?
A picture is often said to be worth 1,000 words. Nothing could be more true than with presentations. Do not overwhelm your audience with writing on your slides. Your pictures should be meaningful, relevant, and impactful. They should speak to what your brand is, what it represents, and where it is going. Don’t overwhelm with color, be consistent, and be deliberate. Tell your story through pictures. Speak plainly and with conviction. When all of these elements come together, the presentation is not only meaningful but memorable.
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How can you improve the user journey for new users?
Mapping out user journeys entails breaking down journeys into key moments that matter. The moments that matter are logical steps that ultimately lead to the end goal of that given journey. Each touch point of the journey is a chance to engage with the consumer in a positive way, ideally striving to make the engagement simple, seamless, and intuitive. Journeys help readily identify where pain points in the process can arise, allowing for ideation on how to solve those issues. Visual representations of the journey, including sentiment analysis, help in understanding which journey stages are satisfying, versus those where effort must be put forth for improvement.
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What are the best ways to test product prototypes with target customers?
After your user personas are created, it is helpful to construct hypothetical use cases for your product. If you can visualize a number of potential consumer journeys, recruiting the right target customers becomes clearer, and may even lend itself to specific channels. For example, younger consumers may be more inclined to be digitally engaged, while more mature consumers may prefer phone or in-person engagement. Make sure you adhere to your demographic/psychographic profiles, and that your incentives for participation are compelling enough to get serious attention from the type of consumers you have identified.
Activity
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At Commonfund, we aim to act as your 'Chief Investment Office down the hall,' aligning with your goals to navigate changing markets. Collaboration…
At Commonfund, we aim to act as your 'Chief Investment Office down the hall,' aligning with your goals to navigate changing markets. Collaboration…
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I'm a mom so I know better than to have a favorite BUT if I did here at Revlon it might just be these incredible Elizabeth Arden Retinol + HPR…
I'm a mom so I know better than to have a favorite BUT if I did here at Revlon it might just be these incredible Elizabeth Arden Retinol + HPR…
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As we near the end of the calendar year (can you believe it?!), over the coming weeks we are going to take a look back at just a few of the…
As we near the end of the calendar year (can you believe it?!), over the coming weeks we are going to take a look back at just a few of the…
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Experience
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Education
Licenses & Certifications
Volunteer Experience
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Consultant, Organizational Alignment and Excellence
Children's Aid
- 6 months
Children
Worked with the executive team to align internal human resources and create the most effective structure for organizational information sharing and cross-functional team work. Alignment allowed for greater opportunities and excellence in helping children in poverty to succeed and thrive.
Honors & Awards
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Chase Five Key Award for Great Customer Service
Chase
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Who's Who in Shopper Marketing
Path to Purchase Institute
Among the list of 225+ shopper marketing
professionals representing some of
the world’s most beloved CPG brands
and renowned retailers. -
Silver Customer Engagement Award, Samsung Electronics
Retail Touchpoints
Retail TouchPoints recognized Samsung for using a variety of customer engagement strategies within the electronics segment to satisfy, surprise and delight shoppers. Winners were selected through a nomination process and judged based on four criteria:
1.Unique shopping/promotional offerings
2.Customer engagement strategies
3.Customer analysis
4.Technology innovation
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Who's Who in Shopper Marketing
Path to Purchase Institute
Among the list of 225+ shopper marketing
professionals representing some of
the world’s most beloved CPG brands
and renowned retailers. -
Who's Who in Shopper Marketing
Path to Purchase Institute
Listed as one of the 225+ shopper marketing
professionals representing some of
the world’s most beloved CPG brands
and renowned retailers. -
Who's Who in Shopper Marketing
Path to Purchase Institute
Among the list of 225+ shopper marketing
professionals representing some of
the world’s most beloved CPG brands
and renowned retailers. -
Promotion Manager of the Year, Sony Electronics
Sony Electronics
Recognized for creating and executing the most innovative promotions programs for Sony and its channel partners over the course of an entire year.
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Dean's List
Harvard University
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National Merit Hispanic Scholar
Harvard University
Languages
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Spanish, working knowledge of French
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Organizations
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Annual GSB Women's Conference
Steering Committee Member
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Stanford Graduate School of Business
Co-President, Women in Management
Recommendations received
5 people have recommended Andrea
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Explore more posts
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Kelly Davis-Felner
Bringing human-centered design into digital government services is something we prioritize at PayIt. With the role of chief customer experience officer, New York is focusing on a customer experience agenda, putting residents at the center of everything they do. Learn more about the state's initiatives here: https://okt.to/HfjEYC #GovTech #UserExperience #DigitalGovernment
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Doug McColgin
I'm convinced that service marketers confuse the difference between "captive" and "captivated." While the goal of marketing should be the latter, we all to often settle for the former. When marketers set out to reduce churn, one of the fastest paths to reducing defections is simply making it harder for customers to leave. Less defections because its a struggle to cancel. Less calls into care because customers don't have time to navigate the IVR and wait on hold. Companies ultimately do this because it works: even angry customers will keep paying you if they can't figure out how to leave. However... do you really believe you can build a business on a customer base that distrusts or even resents you? (Shout out to the network-effect monopolists and sole-local providers out there that enthusiastically answered "YES!"... good for you.) Companies that want sustainable growth should work relentlessly to improve retention by growing the value of their offering, solving new customers pain points or extending their relevancy over longer timeframes, not by scraping out extra months preying on individuals' busyness or limited attention spans. Ignore this conventional marketing logic at your own risk...if you're not careful, your quick win may be a pyrrhic one, especially if this new executive initiative gains momentum. https://lnkd.in/gnXY8Frp
1 Comment -
Vince Caruso
What's New to The Street... Verizon's Q1 results show resilience amid changing landscapes! 💼 Despite challenges, revenue edges up with fewer postpaid phone losses and strategic pricing. 👉🏻Follow New To The Street for more! #Verizon #BusinessGrowth #Q1Results #businessnews #business #news #newtothestreet
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Anna Rosenman
At Sierra, we’re excited to introduce a new way to interact with our AI agents: voice. Voice capabilities allow your Sierra agent to "pick up the phone" and have natural conversations with customers—no more frustrating hold times, robotic IVR menus, or awkward pauses. We’ve worked hard to ensure these interactions reflect the subtleties of conversation—tone, timing, and responsiveness. Meanwhile, your AI agent connects directly to your existing systems, ensuring real-time action with every call. Learn more in our latest blog post.
2 Comments -
Wayne Jackson
Interesting read from Emma Burleigh on leadership lessons from T-Mobile’s CEO, Mike Sievert. His insights on the importance of being change agents, leveraging our strengths, and the power of storytelling are invaluable. As someone who has built three $1B+ ventures, I resonate with Sievert’s emphasis on challenging the status quo and driving continuous growth and innovation. Sievert's transformation of T-Mobile into a $195 billion telecom giant is a testament to visionary leadership. It reminds us that great leadership is not about maintaining the current state but about embracing risk, focusing on what works and continuously seeking new growth opportunities. #Leadership #GrowthMindset
2 Comments -
Aundra Thompson
Need to cut your wholesale order processing time down? Download the infographic to learn the top 5 ordering challenges communications service providers (CSPs) face today. And how TransUnion Universal Order Connect (UOC) can help you combat the chaos. https://gag.gl/qriwK2
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John Boccuzzi, Jr.
Interesting article and research from Ookla that highlights T-Mobile taking the lead for #customerexperience over Verizon and AT&T on speed, consistency, and overall customer ratings. Is that your personal experience? When it comes to mobile, what is most important? Speed, Consistency, Support, Price, or something else? I have been loyal to #Verizon for over 20 years. Should I consider a change now? https://lnkd.in/e-tSZrv5
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Makarand Deshmukh
Last week, we announced our Q2 '24 results showcasing another robust quarter of customer experience enhancements. https://lnkd.in/e5Xrqedi Key highlights from the results: Significant Growth in Net Promoter Scores (NPS) Driven by Improved Customer Experience (CX) Transactional NPS (tNPS) grew +34 points in the last 2 years from Q2 2022 to Q2 2024. Continued CX Improvement with a Focus on Operations and Base Management: >700k customers speed rightsized in the last 8 months. ~1.7 million fewer inbound calls (last 12 months) Q2 2024. ~235k fewer truck rolls (last 12 months) Q2 2024. +56% increase in self-install rate Q2 2024. Achieving such remarkable results truly reflects the dedication of our entire organization and reinforces our unwavering commitment to our customers. A big shoutout to all my colleagues across the organization for their relentless focus on delivering what truly matters to our customers. #CX #Transformation #Optimum
2 Comments -
Jim Boxwell
Fascinating Summit. It's what we dream of and aspire to produce. Right content, right customer, right moment, right channel right on through. From content creation to activation to re-activation. AI and: CDP, DXP, DCP, RTD, and more. Anil presents some amazing statistics at 22:00 mins in. Followed by a talk track on what matters to us marketers. Personalization. (at 25mins in) Great Summit. Insightful to say the least. Sit back and enjoy. I did.
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Adriana Pirela
🌟 The Future of Marketing: 5 Trends to Watch in 2025 🌟 In her insightful article for Oppizi, Natalie Krafft delves into the trends shaping the future of marketing. Here are some key takeaways: 📱 Omnichannel strategies take center stage: Seamless integration across platforms is a must to reach and engage customers effectively. 🤖 AI-driven personalization: Tailored experiences powered by AI are transforming how brands connect with their audiences. 📊 Data ethics and transparency: Building trust through responsible data management is no longer optional—it’s expected. 🌍 Sustainability in marketing: Consumers increasingly favor brands that demonstrate real commitment to sustainability. 💡 Hyper-local targeting: Marketing strategies are focusing on the unique needs of specific communities and regions. I invite you to read the full article and explore these exciting trends shaping the industry 👉 https://lnkd.in/gMQ3Phia. Thank you, Natalie, for such a thought-provoking piece! #MarketingTrends #DigitalMarketing #Innovation
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Melissa Pocek
Here are my takeaways from INBOUND (better late than never!) that are shaping my 2025 content planning. 1. Think Like a Creator: Trust is shifting from brands to individuals and communities. Authentic, relatable content resonates most. Empower your team to create content that feels genuine, and partner with creators who have earned audience trust. 2. Embrace Multi-Channel Strategies: Platforms like LinkedIn, TikTok, and YouTube, are expected to have high user engagement in 2025. Repurpose high-performing content for multiple formats, ex. transforming blog posts into videos. 3. Adapt to AI Search: AI-powered search tools are changing how audiences discover content. Expertise and authority are key. Focus on fewer, more in-depth topics and build your reputation with quality multimedia content. 4. Prioritize Personalization: Today's audiences expect tailored experiences, not one-size-fits-all content. Create personalized quizzes, surveys, or polls. Continuously optimize with A/B testing. What changes are you prioritizing in your content strategy for 2025?
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Tara Sharp
Today I had the pleasure of hosting a program on the importance of modern marketing metrics at the CMO Summit in San Francisco. Participants included marketing executives from TikTok Headspace HP Google Samsung Electronics and more. Key takeaways: -ensure your key stakeholders are aligned and understand what you’re reporting -agree upon what data your stakeholders need: is it CAC? Is it brand loyalty? Upsell metrics? Source pipeline? -Consistently define, or, if necessary, redefine, KPIs -audit attribution source data with a 3rd party -use Google or Adobe analytics, in addition to Salesforce and other data sources -implement Full Circle Insights -use a tool, such as Looker, to visualize and storytell with data What other recommendations do you have? Connie Chan Wang L. Jasmine Kim #cmoalliancesummit
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