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The highest levels in the company aren’t always the closest to the customer experience, yet they are charged with inspiring the customer-focused organization. This two-part course is an insightful perspective from someone who has carried the voice of the customer (from a CSR role) to senior customer executives. It details how, along the way, you can inspire individuals, teams and the entire brand to become more focused on what it takes to win customers. You’ll learn practical steps for ensuring the customer has a "seat at the table" and for infusing customer-focused thinking as a natural and routine practice.
Presenter: Salena Scardina, Senior VIce President of Customer Experience, Sweetwater
Salena Scardina has spent her career focused on the customer through innovative and differentiated service, experience, and engagement. She is the Senior Vice President of Customer Experience at Sweetwater Sound, the nation’s leading retailer of music instruments and pro audio equipment. She is charged with identifying opportunities at all levels of the organization to deliver a world-class experience with raving fans. Prior to Sweetwater, Salena held multiple positions at McDonald’s Corporation over her 15 years of service under the Golden Arches including the Director of U.S. Customer Experience & Insights and held similar roles at the handbag and accessory company, Vera Bradley. Salena earned her undergraduate degree at Monmouth College and holds an MBA from Benedictine University.