Nancy Cloutier
Her Special Sauce: Collaborative Leadership with Teammates and Clients to Build Trust and Achieve Goals.
Studied Journalism and Began her Career on a French-Speaking Morning Radio Show.
If I could answer in just one word, I would say, “simplicity.”
But if I had to go a little deeper, I’d say that a great Customer Experience has three components that all relate to simplicity.
First of those is clarity. If things are clear to the user, there’s a reduction in friction and potential confusion. That’s critical.
The second one is an emotional connection. A simple, positive experience makes a customer feel good. And as a marketer at heart, I’m always thinking of the brand. These positive feelings mean so much to brand perception, loyalty, and value.
And third is consistency. A simple, consistent CX across multiple channels increases your chances of success with each customer no matter where they are in their brand journey.
Data plays a key role in not only shaping the initial experience, but also informing the refinement of that experience.
Oftentimes, customers tell us one thing during research – often what they think we want to hear or what they wish was true about themselves. But then when we study how they interact with the CX, we realize their actions don’t completely align with their answers. The difference between what they say and what they do can lead to some critical improvements to a website, app, or any customer experience.
And I find it exciting and rewarding to lead this team that is responsible for capturing that data and making it actionable for our teammates and clients.
Truly Together.
The power of teamwork is just amazing. Being part of a successful team working together to solve problems is rewarding and gratifying for everyone. And when you have the opportunity to lead a team like our Data & Analytics team, the rewards and gratification are even greater.
My career – and especially my role here at G2O – has required a commitment to learning. I’ve progressed from a traditional agency world, to a digital agency, to performance marketing, to my role here. And each role has helped me consider and use data differently, learn more about the potential of data, and continually gain even greater appreciation for what data can do to inform a brand’s decisions on everything, including their customer experience.
To do my job, I must be continually learning – not only so I can work effectively with my team, but also so I can collaborate with our clients to help identify challenges and develop solutions.
My team members, and helping them succeed.
The one thing that always brings me joy is seeing the team be successful. If the team is successful, I’m successful … and more importantly, we are successful.
Kelly Gratz – CEO
Andrew Crawford – Chief Operating Officer
Rick Ritzler – Chief Talent Officer
Matthew Oatney – SVP, Chief Revenue Officer
Greg Smith – SVP, Experience
Joel Gerber – SVP, Technology
Carli Whittlesey – SVP, Client Service
Christopher Barcelona – SVP, Strategy