I’m an independent consultant with 25+ years leading global service organizations. I help mid-market and enterprise leaders diagnose what’s breaking in their customer experience and operations — then build the strategy to fix it.
I work with service leaders who are ready to do something about it.
Whether you need to redesign the customer experience from the ground up, build a VOC strategy that actually drives decisions, or stabilize a service organization after a leadership change — I can help.
A short conversation is all it takes to identify where the real opportunities are in your organization.
I’ll ask the right questions, listen carefully, and quickly zero in on where to focus.
From there, I develop an executable strategy tailored to your specific situation — not a generic framework.
My goal is to help you build a service organization that consistently outperforms your competition — and that your customers and team are proud of.
Need to improve the Customer Experience and how easy it is for customers to work with you? We jointly analyze your operations and create targeted improvement actions.
Unexpectedly lost some leadership talent? We can help with interim leadership until your ideal candidate is onboard.
Need or have a vision? Strategy Development can help expand it and will build a plan on how to get there.
Following an acquisition do you need a path to achieving operational synergies? We help assess how to best leverage technology in a DX strategy.
“He had my interest as a customer at heart. He was customer focused and responsive to my needs and issues without hesitation — clearly an executive that takes care of his customers. I can without hesitation recommend Mark to be a great asset to any company that will retain his services.”
Transport Operations Director
“Mark has the ability to paint a vision, lead the execution of that vision from the front, while keeping internal and partner teams engaged and accountable. As a business partner I found him fair, somebody who makes fact-based and quick decisions, and is easy to work with.”
CEO & Co-Founder, Technology Company
“The consummate professional — diligent and committed to customer satisfaction. Mark clearly cares about making things work and ensuring his clients get results. If you are interested in Mark, this guy is a Keeper!”
Director, Supply Chain & IT Operations