Julian is a customer experience leader and expert who turns customer insights, voice of customer, and human-centered design into innovative end-to-end customer experience programs and customer journeys.

He has consistently achieved organic revenue growth by increasing market share, promoting marketing effectiveness, and optimizing B2C and B2B customer experiences.  His background spans the CPG, financial services, healthcare, insurance, professional services, and energy industries.

Prior to founding Kinship Consulting,  Julian held marketing and customer experience leadership roles at Bank of America, Direct Energy, Asurion, MedAssets, Highmark (BCBS of PA), and Cochlear.  Over the past 15 years, Julian has had global and enterprise-wide responsibilities for Marketing Analytics, Customer Insights, Customer Experience and Voice of the Customer capabilities for B2C and B2B market leaders.

During his 13-year career in the Accenture Strategy practice, Julian focused on market entry, sales and marketing strategy, CRM, and sales force effectiveness.  As Global Director of the Strategy Knowledge program, Julian was responsible for the synthesis of the best consulting case work into internal knowledge capital.

Julian holds a BA in Economics from Yale University and a MBA in Finance and Marketing from the University of Texas at Austin Graduate School of Business.

He is recognized as a Certified Customer Experience Professional (CCXP).

WHO WE ARE

Kinship Consulting offers customer experience insights and analytics consulting services that enable you to make the right strategic decisions to create deep customer relationships.

In today’s market environment, customers know more and expect more.

Many companies are finding it increasingly difficult to differentiate their products and services.  The real market winners are those that know, anticipate and respond to the needs of their customers.

Increasingly, the customer experience delivered becomes the true source of market differentiation, and creating customer advocates, or promoters, is the key to creating economic growth and benefits.  Customer experience is the key way to deliver on the brand promise and build loyalty.

We help companies better know their customers, target those that will provide profitable growth, and create the memorable end-to-end customer experiences that will drive loyalty, deeper relationships, excitement, and engagement.

OUR POINT OF VIEW

Our point of view is fairly straight-forward:

Strong customer relationships are largely created from emotional connections built by consistently meeting your customers needs, creating brand relevance, and delivering memorable experiences.

Deep customer connections are built on an emotional bond of trust, safety, caring, empathy, and a sense of mutual respect.

The ability to create an emotional connection starts with honoring your customers, deeply understanding and being empathetic to their needs, and, in some instances, creating “marquee” moments — experiences and memories that they will want to share with others.

We all know that the opportunity to create or damage a relationship occurs at every interaction along the customer journey.  With social media and new forms of engagement, it’s never been easier for customers to connect with each other and to tell their stories.   All interactions — from sales activities to service interactions — should be viewed as an opportunity to engage and to create an emotional state that excites and delights the customer.

Our goal is to help you develop the customer strategy, employee engagement, and experience journey to create these customer memories.