About

I am passionate about helping growing companies create a sustainable competitive advantage through Customer Loyalty and Employee Engagement. My philosophy is that talented and engaged employees create loyal customers which leads to happy shareholders.

I am Volusion‘s Chief Customer Officer. It’s my job to be the champion and protector of Volusion’s customer-centric culture. I work to ensure that the voice of our 30,000+ customers is represented in all aspects of our business, from strategic planning to daily operations. I also help ensure that all 250+ of our employees have clear line of sight to how the work they do every day impacts customer loyalty. I was recognized for my work at Volusion by being named Customer Service Executive of the Year at the National Customer Service Awards.

Prior to Volusion, I led the Customer Experience function at Rackspace Hosting. In that role I was responsible for architecting and executing Rackspace’s Net Promoter initiatives, which were later documented in “Answering the Ultimate Question: How Net Promoter Can Transform Your Business” by Richard Owen and Laura Brooks, and “The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage” by James Heskett, Earl Sasser and Joe Wheeler. Previously, I held a variety of leadership positions at several high-growth companies in operating and strategic functions.

I have presented on the topics of Customer Loyalty, Employee Engagement and Business Excellence to a variety of diverse audiences, including the IQPC Customer Loyalty Summit, the International Association of Business Communicators, and the Bain Customer Loyalty Forum.

I currently live in Austin, Texas with my wife Christina and daughter Stella.