Want to build loyal, engaged customers who recommend your business to others?
Drive growth and customer engagement with an experience strategy.
Services
Focusing on your customers’ experience is critical to success – but how do you rally cross-functional teams to collaborate and build a customer-centric culture? We bring teams together to ideate, innovate and build a truly connective experience that drives business growth through customer and employee loyalty and engagement.
Customer Experience Mapping
Customer Experience Design (or Redesign)
Whether you want to revamp your existing experience — digital or offline — or create a new experience, we can help you manage the process from research to customer journey mapping to execution.
Website/App Assessment
Customer Insights
We create and manage customer insight programs – from one-time research opportunities to continuous customer feedback.
Stakeholder Collaboration Sessions
Agency Search and Management
Competitor Analysis
Assess the strengths and weaknesses of competitors to identify opportunities and potential threats.
Results
Launched Intuit’s First Content Website
Quicken Financial Network. I used ethnographic in-home customer sessions to unlock innovative ways that enabled Quicken & QuickBooks to be category leaders.
‘Best Financial Website’ by Fortune Magazine
As Director, Client Experience for Schwab.com, I oversaw a successful website redesign that won the ‘Best Financial Website’ by Fortune Magazine. I broke down organizational silos and led a cross-functional team to map the customer journey across multiple channels and design a seamless customer experience.
The Company’s First In-house UX Team
As Vice President, Global User Experience for iShares.com, I built the company’s first in-house UX team and initiated and managed a successful end-to-end website redesign driving significant improvements to user experience that increased client engagement.
Global Rebranding
SSGA was going through a global rebranding effort at the same time they updated their CMS and wanted to improve the overall global digital experience. We managed the redesign with various stakeholders and agencies globally to lead to successful and smooth redesign that engaged clients.
Redesign of WellsFargo.com
I championed a massive collaboration across multiple business units to lead the redesign of Wells Fargo.com. Throughout the project I evangelized keeping the customer center to the project, managing customer evaluations throughout the product development.
Grew the Email Database
I grew the email database from 8% to 29% within one year as the head of the Online Marketing and Sponsorship groups, by using my investigative reporting skills to uncover untapped opportunities and process inefficiencies.
Intranet for Employees
I worked with Blue Shield of California to create their Intranet for employees to address the many questions on the cusp of health care reform laws going into effect.
Helped Lead the Patient Experience
Sutter Health asked me to help them identify opportunities to be leaders in the patient experience. I did stakeholder research and presented at their executive leadership forum on how to improve patient experience.
About
Garofoli Strategies helps organizations grow their business by understanding their customers, employees and community and developing great experiences that build loyalty and engagement.
This starts by listening to key stakeholders (e.g. customers, employees, investors, community members, board members), sometimes observing (e.g. secret shopping, ethnographic research).
We leverage design sprints or co-design workshops to align teams and take meaningful action quickly.
We have helped small businesses strategize how to leverage digital and in-person experiences and Fortune 50 companies through mergers to combine teams and re-imagine client and employee experiences. Some projects can take a few days, some a few months–depending on your goals and budget. Even in a large, complex companies, we bring the right people together to quickly understand the opportunity and develop an action plan. Being nimble and resourceful is one of our superpowers.
Meet Christine
Christine Garofoli is a global customer experience expert who believes a WOW customer experience is your best marketing strategy. Christine is a global customer experience expert with a proven track record of improving clients’ bottom lines by improving customer experiences. Her unique blend of expertise in user experience, marketing strategy, customer insights, design thinking, digital strategy, and process improvement enables her to thrive in changing environments and apply creative thinking to deliver business success.
Christine has helped companies such as Intuit, Charles Schwab, Barclays Global Investors/Blackrock (iShares), Kaiser Permanente, Sutter Health, State Street Global Advisors, AAA, Blue Shield of California, Nestle Beverage Company create award-winning products and customer experiences that increase customer and employee engagement and loyalty.
Testimonials
Contact
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