Jim Ford

About Jim Ford

I have learned first-hand that true client success blends trust and advocacy with…

Experience

1. Cxo (Chief Experience Officer)

   Ltc Customer Experience Consulting

   Mar 2004 — Present · Baltimore, MD, US

   LTC is a Customer Experience (CX) coaching and consulting practice. We\'re on a mission to help companies, big and small, win in the marketplace by becoming more customer-centric in every way.At LTC, we make customer experience management easy for small and large companies to adopt, implement and measure. With our help, our customers are able to affordably and consistently deliver the ideal customer and employee experience (from their customers’ perspective) that creates significant competitive advantage, brand differentiation and measurable customer loyalty. Selected accomplishments:• Design and deliver CX training to front-line, sales, supervisory and leadership level employees • Build and facilitate customer/employee journey mapping exercises and process re-engineering • Design and implement NPS (Net Promoter System) and VoC (Voice of the Customer) programs• Net Promoter System framework to- Track Net Promoter Score and align your entire team with true customer sentiment- Customer Experience design (capture preferences, fix issues, reward excellence)- Engage customer \"promoters\" to recommend your brand/recover “detractors” • Employee Engagement/Culture Development program design and delivery with various organizations ((employee engagement is the foundation of customer loyalty) • Non Profit Leadership Development and Brand Advocacy training• Designed and implemented customer-centric sales model for multiple start-up SaaS Technology companies • North America market development and product development for AskNicely Certified Small Business consultant (AASBC) providing coaching, mentoring, training and strategic planning to SMB and start-up clients in operations management, financial management, sales/marketing and customer acquisition/retention• Customer base includes education, hi-tech, nonprofit, government, healthcare, hospitality, retail and professional services verticals

Education

• University of Baltimore

  BA

Skills

• Healthcare
• Training
• Budgets
• Strategy
• Management
• Team Building
• Employee Recognition
• Human Resources
• Employee Engagement
• Recruiting
• Strategic Planning
• Performance Management
• Crm
• Employee Training
• Nonprofits
• Marketing
• Customer Relationship Management (Crm)
• Management Consulting
• Leadership
• Technology Needs Analysis
• Talent Management
• Leadership Development
• Organizational Development