Laura Brooks Email & Phone Number

Served as trusted advisor and consultant to help clients develop strategy and roadmap for delivering world class customer and consumer experiences. Excelled at assessing current state maturity of clients’ customer experience strategy by using quantitative and qualitative methods. Helped clients envision desired future state to exceed ever-evolving consumer expectations.♦ Helped financial services technology company save seven accounts representing $20M+ by collaborating with sales operations and multiple business stakeholders to streamline customer experience program.♦ Supported client company’s senior management team to achieve 10% improvement in share of wallet against competition by integrating customer experience goals in company’s strategic planning process.♦ Established baseline metrics and employee communication standards delivered to 300+ employees by creating inaugural customer experience blueprint for high growth startup company.

San Mateo, Ca, Us

Promoted to manage cross-functional team of subject matter experts responsible for delivering consulting and large-scale projects for company’s largest Fortune 500 clients. Oversaw innovation team of ten that created leading edge products, online education, training and certifications, and subscription-based services. Reported to CEO.♦ Grew business from 30 to 400+ employees, expanded target market to include midsize enterprises, and positioned organization for M&A opportunity.♦ Executed projects in 35+ countries while overseeing $20M recurring revenue by recruiting, hiring, and training global team of 20+ industry experts that received highest team performance ranking from customers. ♦ Brought innovative prototypes to market through ten strategic product service launches by partnering with cross-functional team. ♦ Identified and fostered relationships with external partners that aligned with priorities in new or adjacent markets including text analytics, machine learning, and social media insights. ♦ Created and designed foundational Net Promoter training modules to help over 2,000 companies learn skills necessary to manage voice of customers global programs and drive business value. ♦ Conducted over 30 international sessions certifying over 5,000 Net Promoter associates. ♦ Developed educational frameworks in subscription-based environment within LMS application launched for use by 100K managers and employees.

San Mateo, Ca, Us

Promoted as global executive to establish and develop business management consulting practice and team within SaaS environment while directing and generating thought leadership. Reported to CEO. Recognized as MVP to sales team. ♦ Co-invented Net Promoter Score, adopted by 80% of Fortune 500 companies and internationally recognized as gold standard for defining customer loyalty as standardized metric.♦ Authored Answering the Ultimate Question: How Net Promoter Can Transform Your Business that leveraged 80+ companies case studies and best practices to establish principles on how to build customer experience program that links consumer feedback to company growth, profitability, and cultural transformation. ♦ Achieved $15M recurring revenue by creating portfolio of consulting and business services products.♦ Established revenue stream that achieved 150% growth YOY by hiring and leading team of 20 international industry experts including consultants, data scientists, and statisticians that provided consulting to FinTech, telecommunications, software, and hardware clients.♦ Secured strategic insights and competitive positioning by recruiting team of experts to analyze over 100 quantitative research studies and drive annual agenda for thought leadership including syndicated data and white papers.♦ Served as thought leader and global speaker for company by communicating customer and consumer best practices via webinars, executive briefings, sales events, and Net Promoter global conferences. ♦ Functioned as key media spokesperson and cited in notable publications including NY Times, Journal of Marketing, The CMO Council, as well as numerous independent websites and blogs. ♦ Gave quarterly addresses to customer experience council that included global executives of Fortune 500 companies.

San Mateo, Ca, Us

Recruited to help launch core SaaS benchmarking products and services for customer and employee loyalty. ♦ Yielded $1M in net new revenue and achieved 80% customer adoption rate by collecting functional, analysis, and user interface requirements to launch benchmarking product that measures customer experience and brand of 15 industries.

Recruited to globally deploy and design customer loyalty programs and surveys, facilitate employee focus groups, and deliver executive level presentations. Managed $5M budget and three indirect reports.♦ Increased office sales by 200% by identifying key global market opportunities, developing new leads, and building relationships with C-Level executives.♦ Ensured projects were at least 65% profitable and oversaw P&L of portfolio representing 20+ clients by managing large-scale international projects and global delivery teams. ♦ Coached executives in communication methods, techniques, and delivery of quantitative data to over 100K employees.

Doctor Of Philosophy - Phd, Industrial / Organizational Psychology

Master Of Arts - Ma, Industrial / Organizational Psychology

Bachelor Of Science - Bs, Psychology