Many people have reduced costs. Many have improved customer happiness. I spent the first ten years of my career on one, and the last ten on the other. I believe I have unique insights into how to make customers happier without increasing cost, and in many cases, while making large cost cuts.
Many engineers have worked in the clothing industry. Many have worked in high tech. I am one of the exceedingly rare people to have done both. The combination has given me a unique perspective on quality, cost, and customer satisfaction.
Many people have lived in more than one country. I have lived and worked in seven. I believe this gives me great insights into cultural differences, and how to get things done around the world. No, you cannot do everything exactly the same way everywhere. It just does not work.
I retired as VP of Customer Experience for HP and HPE Software in early 2016. Considering I started my career with a stopwatch in my hand in a clothing factory, I think you will agree that my experience must be quite varied, and that I must have had a lot of successes on that long and winding road. You would be right. I also made a lot of mistakes. I share both the successes and mistakes in my three books. I hope this will help you avoid the mistakes I have made. Any mistakes you make are likely to be new ones.
I have the great fortune to have a much better educated brother, with a D. Phil. in Cognitive Psychology from Oxford University. He is also a great artist. He has provided the entertaining drawings that will help you to remember key points in the books. He also helped me to ensure that what I have written about behavioral economics actually makes sense.
I now write, blog, speak, and train teams in customer experience strategy. I am the most popular guest so far on the Bain Net Promoter System podcast, a particular area of expertise. I also manage the LinkedIn Customer Experience Management group, which has almost 100,000 members.
Before moving to HP Software in 2012, I spent six years as a member of both the overall HP EMEA Leadership Team and the EMEA Enterprise Business Management Team. I implemented HP strategies that cross all businesses and functions, with a special focus on improving Enterprise customer experience with HP. Other work included business strategy development for some large countries, emerging markets and vertical industries, and a variety of transformational initiatives particularly in sales. I led the EDS / HP integration work for the Enterprise Business in Europe the Middle East and Africa
Moving to the more distant past, I worked at Compaq, Digital Equipment Corporation, and Blue Bell Apparel, the parent company of Wrangler jeans. I have lived and worked in seven countries before deciding to settle in Switzerland almost 30 years ago.