Eric Smuda Email and Phone Number
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Fortune 500 CX, CRM and loyalty leader across the technology, hospitality, travel, financial services and software, and health insurance industries. Demonstrated success in turning customer insights into revenue and market share growth, customer experience improvement and a culture of customer centricity. Has managed teams of up to 45 people with budgets from $10M to $20M and direct revenue responsibility of $300M+. Breadth of experience ranges from leading corporate VoC & CX functions within Fortune 500 firms to building an entrepreneurial customer insights consulting firm with Fortune 1000 clients.Successes: - Drove $300M revenue improvement via email marketing for Hertz - Grew Hertz Gold Plus Reward membership 5% annually - Changed $5B in annual fleet purchasing through customer feedback for two of the world's largest fleet owners- Improved customer satisfaction scores by more than 20 points within two years for both Hertz and Avis- Redesigned Hertz rental operations to customer-choice-based model. - Simplified Dell’s worldwide service offerings and pricing from 100 available options to 12.- Eliminated a $400M balance sheet liability for Compaq through customer insight workSpecialties: - Customer experience design- Voice of the Customer program architecture- Enterprise SaaS customer feedback systems (Medallia & InMoment)- Net Promoter System program design & installation- Linking research to business strategy & outcomes- Customer loyalty program development & marketing- CRM and email marketing (Salesforce)- Focus on change management & continuous improvement
Transformational Cx
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President (Consulting While Seeking My Next Full-Time Role)Transformational CxTexas, United States
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Chief Experience OfficerLikewize Nov 2023 - PresentSouthlake, Tx, Us -
Principal, Cx StrategyInmoment 2019 - 2023Salt Lake City, Utah, UsHired by CEO and Head of Sales to provide pre-and post-sales CX consulting to leading brands, such as Walgreens, Mattress Firm, Humana, Enterprise, Co-op Financial and Paychex, across the retail, travel & hospitality and financial services sectors.• $5M ARR (annual recurring revenue) in closed sales due to presales CX consulting• Post-sales CX consulting for $15M+ ARR of clients, helping them achieve their business objectives and mature their CX programs and capabilities o Clients include Walgreens, Mattress Firm, Humana, Enterprise, TopGolf, Paychex and Co-Op Financial• Recognized customer experience thought leader with more than 100 media quotes, webinars, podcasts, white papers, blog posts and conference presentationsExpertise in CX Program Design, CX Governance, Maturity Assessments, Survey Architecture & Design, Closed Loop Process Design, Action Planning, Strategic Reviews and Proving ROI -
Vp, Customer Experience & LoyaltyHertz 2016 - 2018Estero, Fl, UsHired by CMO to lead the Customer Experience function; assumed responsibility for the company’s voice of the customer, CRM and loyalty programs. Led a team of 45 with a $20M budget that managed brand activation and customer experience improvements, revenue growth through customer acquisition and retention and designing and executing world class loyalty programs like the award-winning Gold Plus Rewards loyalty program that delivers nearly $2B in annual revenue. Direct marketing responsibility for $300M in annual revenue. Responsible for end-to-end customer experience, including digital channels, onsite rental locations, reservation and service call centers, etc. • Increased email marketing annual revenue from $100M to $400M• Grew revenue $185M over two years among Gold Plus Rewards loyalty member• Improved customer satisfaction (NPS) by 20% over two years• Won JD Power North American Rental Car Satisfaction Study award• Redesigned airport customer experience to a customer choice-based model• Designed and launched new global uniform program for more than 10,000 customer-facing associates -
Independent ConsultantWolters Kluwer 2016 - 2016Alphen Aan Den Rijn, NlRe-engaged as part of a recurring consulting relationship with Wolters Kluwer, a $5B global software and services provider to legal, healthcare, finance, audit, risk, and compliance professionals. Redesigned a voice of the customer architecture for the Governance, Regulatory, and Compliance (GRC) business and completed the division's first competitive NPS benchmark research (2016)Completed a market sizing and opportunity identification project for the legal search and filing marketplace (2012)Developed an econometric model to understand marketplace drivers of CT Lien Solutions revenue (2011) -
Vp, Customer Insights & ExperienceAvis Budget Group 2012 - 2015Parsippany, Nj, UsRecruited by COO to build the company's voice of the customer program and lead the Customer Led Enterprise (CLE) organization, focusing a team of 4-12 associates on customer needs, internal metric alignment and process excellence initiatives across the entire customer lifecycle. Implemented and chaired company’s executive-level, cross-functional Customer Experience Council to prioritize customer experience strategies throughout the organization and ensure appropriate resource allocation and KPI reporting. Responsible for end-to-end customer experience, including digital channels, onsite rental locations, reservation and service call centers, etc. • Created continuous customer feedback loop on make/model preferences impacting $4-5B in annual fleet purchases• Installed complete Net Promoter System that increased NPS by 21 points in two years and resolved more than 130K customer issues in year one• Created global voice of the customer system that expanded NA rental store coverage by 800% and introduced coverage into Asia & Latin America o Trained 3000+ users on Medallia-based customer experience technology -
Owner/PartnerResearchlink Partners 2005 - 2012Marketing consulting partnership focused on delivering consumer insights to Fortune 1000 clients across the high tech, telecommunications, and energy. Clients included: Intuit, Verizon Wireless, Cargill, Microsoft, Dell, Radio Shack, and Gexa Energy.Intuit: Designed new sales strategy for the accounting professional division, driving $3M in incremental revenue in year one. Provided forecasting research that led to go/no-go decisions on 15+ products Dell: Simplified worldwide service offerings and pricing to optimize revenue and minimize delivery costs. Reduced available offerings from approximately 100 to 12Gexa Energy: Conducted consumer brand impact research that yielded an additional $3M in brand funding -
Vice President, Technology GroupEscalent 2004 - 2005Livonia, Mi, UsRecruited by CEO to rebuild defunct technology practice. Grew revenues to $1MM in year one. Clients included Intel, Intuit and FedEx -
Director, Customer Satisfaction MeasurementHp 1996 - 2003Palo Alto, Ca, UsOriginally hired as part of Compaq Computer Corporation. Co-designed the Total Customer Experience organizational structure and customer segment-based governance model following the HP-Compaq merger. Led $12MM corporate voice of the customer program, encompassing all customer segments and major product lines, in a globally matrixed organization. Successes include:• Research led to changing all corporate product warranty terms and conditions to eliminate $400MM balance sheet liability. • Co-designed the Total Customer Experience organizational structure and customer segment-based governance model following the HP-Compaq merger• Doubled size of program’s market and product coverage, while reducing staff by one-half, reducing annual budget 30% over a three-year period and cutting cycle time for deliverables by more than 75%.
Eric Smuda Skills
Eric Smuda Education Details
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Southern Methodist UniversityMarketing -
Southern Methodist UniversityMarketing
Frequently Asked Questions about Eric Smuda
What company does Eric Smuda work for?
Eric Smuda works for Transformational Cx
What is Eric Smuda's role at the current company?
Eric Smuda's current role is President (consulting while seeking my next full-time role).
What is Eric Smuda's email address?
Eric Smuda's email address is er****@****ers.com
What is Eric Smuda's direct phone number?
Eric Smuda's direct phone number is +123930*****
What schools did Eric Smuda attend?
Eric Smuda attended Southern Methodist University, Southern Methodist University.
What skills is Eric Smuda known for?
Eric Smuda has skills like Segmentation, Customer Loyalty Measurement, Competitive Intelligence, Pricing, Customer Satisfaction, Forecasting, Marketing Research, Customer Insight, Market Research, Analytics, Quantitative Research, Qualitative Research.
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