I help organizations:
My work combines:
- identify friction points across both the customer and employee journey
- improve collaboration between frontline teams and leadership
- create recognition and engagement programs that feel authentic and memorable
- design experiences customers genuinely connect with
- turn ideas into real-world experiences employees can actually execute consistently
My work combines:
- strategy + execution
- storytelling + operations
- emotional experience + measurable business outcomes
Customer & Employee Journey Design
Frontline Experience & Enablement
Experiential Activations & Loyalty Programs
- CX audits
- customer journey mapping
- employee experience insights
- NPS and engagement analysis
- recognition and loyalty strategy
Frontline Experience & Enablement
- frontline training
- customer recognition training
- employee engagement strategy
- communications and buy-in development
- service experience design
Experiential Activations & Loyalty Programs
- VIP and customer recognition events
- cross-brand activations
- customer engagement campaigns
- storytelling and experiential strategy
- trading card program ideation, launch, and activation
Case Study: Trading Card Program Expertise
I’ve become a recognized leader in developing and executing aviation trading card programs that create excitement, loyalty, community, and customer engagement.
Most notably at Delta Air Lines, I helped lead the launch of a high-visibility trading card initiative that:
I’ve become a recognized leader in developing and executing aviation trading card programs that create excitement, loyalty, community, and customer engagement.
Most notably at Delta Air Lines, I helped lead the launch of a high-visibility trading card initiative that:
- contributed to a +33 point increase in customer NPS
- generated significant customer buzz and social engagement
- strengthened emotional connection between customers, crews, and the brand
- created meaningful moments of interaction between frontline employees and travelers
- “As I continue working toward transitioning from Endeavor Air to Delta Air Lines, this is exactly the kind of impact I’m looking to contribute to.”
- “Travel frequently for work and always ask for a trading card if I don’t already have one. I never knew you were behind these, but now it makes the program even cooler to me. Awesome job!“
- "I get requests for trading cards on a daily basis. It not only adds to the brand but makes my job that much more enjoyable, connecting with our passengers.
- “A project very well done, thanks to your hard work, and one that the avgeek in me loves to collect.”
Ways to Work Together
- Customer & Employee Experience Audits
- Journey Design Sprints
- Frontline Experience Training, Development, and Delivery
- Recognition & Loyalty Programs
- Trading Card Program Consulting
- Partnership Strategy & Activations
- Advisory & Consulting Engagements
- Speaking & Workshops
Let’s Connect
If your organization is thinking about:
I’d love to connect.
If your organization is thinking about:
- customer loyalty
- employee engagement
- frontline experience
- hospitality and service design
- recognition programming
- creating more meaningful customer moments
- live, experiential experiences bringing customers and employees together
I’d love to connect.