In addition to my Senior Consultant role at Oak Moon, I am a Co-Founder and Business Development Director at Pay Theory, a revolutionary payments tool for Family Tech software vendors and the families they serve. So I act as an “entrepreneur-in-residence” for our Oak Moon clients focused on brand and product development strategy and process.
My overriding belief is that sales and marketing are dead as we know them conventionally. Their demise has been accelerated by a proliferation of customer interaction channels and an overwhelming desire for authentic, seamless customer experiences. Customer acquisition and retention are what matter because they are where financial returns begin. The answers to how best to acquire and retain customers lie in your company’s commitment to holistic customer intelligence. Driving product and experience design with codified, structured customer intelligence seeks to take advantage of all the “data” available to us as business owners, both qualitative and quantitative, and turn that into actionable insights whose positive impact on our business is predictable.
Seen in this way, winning product and service propositions become inherently driven by their most ardent users, both at their inception as well as in their execution and scaling. My conclusions and processes are driven by my experiences as well as the hugely valuable thinking of Clayton Christensen (Harvard Business School), Tony Ulwick (Strategyn), Dr. Gerald Zaltman (Harvard Business School), Bruce Bader (P&G), Barry Feist (P&G) and Larry Lubin (Lubin-Lawrence).
Prior to Pay Theory, I founded and remain Managing Member for a small family office whose investments seek to take advantage of our principals’ lines of sight into consumer products, financial services and healthcare. In addition, I spent 15 years in Research and Development at The Procter and Gamble, Co (P&G) in the United States and Western Europe. My role at P&G was at the nexus of marketing and research, focused on understanding consumer needs and turning those learnings and insights into successful products on brands like Tide, Ariel and Swiffer.
The source of my interest in customer intelligence and its impact on products comes from my education background. I had a wonderful time at Purdue University getting my BS in Chemical Engineering (‘92, Go Boilers!...man, it’s hard to work with all these Michigan and OSU alums...painful!) and followed that up with an MBA from the Booth School of Business at the University of Chicago (‘03).
Outside of work, I am fortunate to be husband to Leah and dad to Lucia (9) and Bobby (6). Sandy is our overly fluffy dog.