Customer Experience

Build and manage programs that improve

the customers’ experience

I love working with customers and find ways to do a better job.

NXP

We wanted to do a better job of addressing customers needs and applying key features to future products. At the same time, we wanted a group of customers to be a sounding board while developing products, prior to launching.

Activities:

Partnered with sales and product marketing on customer visits to listen to their feedback and apply to collateral messaging
Built a list of beta customers who became advocates and provided testimonials

Results:

Positive feedback that message resonated better
Addressed key customer concerns
Customers available for future sales visits

We wanted to bring more innovation to our customer-facing programs, like NIWeek.

Activities:

Worked cross-functional with teams and built an annual research project aimed to stay ahead of industry trends and best practices
Presented recommendations to executive leadership and gained buy-in to add several activities, one very impactful, a customer-led track
Identified and worked closely with 50 - 75 highly technical customers that gave recommendations and provided valuable content

Results:

Added an NIWeek customer-led event track offering more value to attendees - track tripled in size
Created specific account schedules and track to expand strategic business
Customers became an extension of our promotions, saving NI thousands of hour and investment
Thousands of views on YouTube and likes on NI Community
Higher quality content and efforts that ultimately improved customer satisfaction and loyalty

Shelley Gretlien, Corporate Vice President of Marketing awarded me a certificate for bringing innovation and improving the customer experience.

“I had the privilege of working with Nicole as we coordinated efforts across our teams to prepare for a major customer event. Nicole impressed me with her leadership and organization skills, and with her guidance, we created a successful event. Working with her was a pleasure and I would enjoy working with her again sometime. I'm happy to recommend her for consideration for a position at your company.”

Steve Summers, Offering Manager at National Instruments