Marcie Shatz's Contact Details

Marcie Shatz's Company Details

Heart of the Customer

Minneapolis, MN, US • 10 - 19 Employees
Management Consulting

Heart of the Customer cuts through the noise to identify what is most critical to improve both business and customer outcomes. We work with our clients to create a strong sense of urgency to improve the customer experience and to engage a powerful change coalition before getting into the nuts and bolts of journey mapping and customer journey improvements. It's this focus that has customers using us to map three, four, five, even six different customer journeys, ensuring progress continues. Most program – in fact, many peg it as three out of four – fail to drive customer-focused change. By incorporating change management principles, we make sure that we address the most critical issues, and engage both leadership and line staff in the solutions.While we're best known for our journey mapping work – hey, we wrote the book on the subject! – our team of experts provides a full suite of customer experience solutions, including both consulting and software implementation. Some of our more popular services include:- Customer journey mapping- Executive dashboards that combine business and customer outcomes- Journey orchestration- CX Workshop facilitation- Customer and business measurement alignment- Training on customer experience and journey mapping best practices- Executive coaching- Usermind, Qualtrics, and Quadient solution implementationBut don't just take our word for it. "Going through the Heart of the Customer process is critical for anyone thinking about journey mapping. Partnering with experts in the field who are familiar with how to get best results, and who provide advice from beginning to end, made a big difference. We knew we were in good hands. We've worked on other large-scale projects with other suppliers, but this was by far the best experience for us. I really appreciate all the hard work Jim and the Heart of the Customer team put in."– Melody Miyaji, Consumer Insights Manager, Avery Products Corporation