Nicole Garberg
Member since September 2020Contact Nicole- Vice President Customer Experience Big Village
- https://big-village.com/insights/
- LinkedIn: https://www.linkedin.com/in/nicole-garberg-9123731/
- 55304 USA
A seasoned customer experience professional providing insights and consultative services to internal and external clients for over two decades. My work spans many industries including health care, health insurance, luxury retail, financial services, automotive and construction. Throughout my career I've been both a client and supplier of customer experience insights and research. As a client, I spent the early part of my career in healthcare advising internal stakeholders from product managers to the executive suite at Blue Cross and Blue Shield of MN and UnitedHealth Groups' Optum Insights and Optum Corporate. More recently, I have held consulting positions at global firms GfK and Ipsos. Presently, I lead the CX practice for Big Village (formerly Engine Insights and ORC). I help clients modernize their CX programs and improve overall experience by providing consultation and strategic action plans that achieve business objectives and advance customer centricity. My academic training is in human behavior obtaining a MS in Experimental Psychology from Central Michigan University and BA degrees in Psychology and Sociology from the University of St. Thomas.
Articles by Nicole All articles by Nicole
- 6 Ingredients For Achieving Corporate Success Through Customer Experience in
Marketing Insider on
01/20/2023
For one: Introspection warns of potential pitfalls by identifying if the organization understands and universally accepts its shared goals.
- Setting CX Goals To Improve Performance in
Marketing Insider on
03/23/2021
To be truly effective, customer experience performance goals require a connection to operational performance metrics.
- Are You Hearing All Customers' Voices? in
Marketing Insider on
02/23/2021
It pays to diversify the data you receive from voice of the customer programs.
- Communication: Critical Ingredient To Build, Maintain Customer Trust in
Marketing Insider on
02/04/2021
Yet it's surprising how communication can quickly become a problem, ultimately one that erodes customer trust.
- Winning The Holiday Season From The Safety of Your Customers' Couches in
Marketing Insider on
12/16/2020
The most successful online retailers ensure their sites are engaging, easy to navigate and quick to load.
- How To Optimize Your Brand's Customer Experience in
Marketing Insider on
11/19/2020
Requesting performance feedback from your customers on a transactional basis is critical to identify gaps between expectation and experience in the moment.
- How to Ensure COVID Precautions Don't Hurt The Customer Experience in
Marketing Insider on
09/29/2020
Every organization should review their customer journey from contemplation to purchase, with an eye to both intended and unintended new touchpoints.
- Employees Key To Restoring Customer Experience To Pre-Pandemic Levels in
Marketing Insider on
09/15/2020
Providing an empathetic and responsive environment for employees is important.
Comments by Nicole All comments by Nicole
- How To Optimize Your Brand's Customer Experience
by
Nicole Garberg
(Marketing Insider on
11/19/2020)
Jonathan, I agree that the customer service or support a brand provides leaves an overall impression on customers. The struggle we see brands encounter most often is finding an acceptable balance between providing the right information in a way that serves their customers and fits within organizational budgets. As we continue to see a shift in consumer desire toward self-serve or automated customer service, it is important for organizations to realize that not everyone wants to interact with a chat bot, IVR system or search a website for the brand’s FAQ page. Having a live representative available to answer queries is not always the easiest financial solution but does express a level of customer value that differentiates those brands that are willing and able to provide this level of support. At ENGINE, we help organizations identify pain-points, like those you raise, to improve customer and potential customer experience as well as perceived brand reputation and value. Identifying customer pain-points is always the critical first step on the path to a solution that benefits the customer and the brand.
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