Mark N.

Hello, I’m Mark – Your Partner in Transformational Experiences! I’m a seasoned Experience Management (XM) expert with a passion for turning complex data into strategic insights. I blend cutting-edge analytics with a human-centered approach to revolutionize customer, employee, product, and brand interactions, driving measurable business success. 🚀 What I Do Best I design and implement holistic experience strategies that drive growth and elevate engagement. My core expertise includes: Customer & Brand Experience: ● Customer Experience (CX) Optimization ● Voice of Customer (VoC) Program Development ● Brand Experience (BX) & Market Research ● Competitor Benchmarking, Brand Awareness, & Reputation Tracking ● Product Naming & Concept Testing Employee & Leadership Development: ● Employee Engagement & Leadership Development ● Onboarding, Training, & Exit Program Evaluation ● Culture and Climate Assessments ● Customer & Employee Effort, Feedback, Engagement, & Retention ● Net Promoter Score (NPS) Analysis Digital & Data Insights: ● Scale Development, Psychometrics, Validity/Reliability ● Factor Analyses, Dimensions, and Construct Validity ● Digital Transformation & Big Data Insights ● Sales Potential & Outcomes Analysis ● Journey Mapping & Customer Segmentation ● Longitudinal Metrics Tracking & Pulse Checks ● Text and Sentiment Analytics ● Pricing & Price Sensitivity ● Workflow & Automation Optimization I employ quantitative and qualitative research methods – surveys, observations, focus groups, one-on-one interviews, experimentation – to collect primary data to answer every research question imaginable. I tie attitudinal and behavioral metrics to operational outcomes and success indicators offering compelling insights to the bottom-line effects that optimized experiences are predicted to have on organizational success. 💡 What I Bring to Your Vision and Blueprint With a data-driven mindset and creative approach, I’ve led transformative projects that have delivered real business results: ✔︎ Identified $12.1 million in unrealized sales potential for a global consumer packaged goods premium brand. ✔︎ Aligned 50+ international markets across seven (7) CX areas and 65+ customer touchpoints to facilitate quarterly and annual global planning efforts. ✔︎ Extracted and organized hundreds of customer journey “peaks” and “pits” for five (5) distinct customer journeys utilizing three (3) years of archived CX qualitative data. ✔︎ Reduced voluntary turnover for three state government agencies by revitalizing leadership development opportunities and employee engagement. With over 17 years of consultative experience and 10+ years in higher education, I earned a PhD in Industrial-Organizational Psychology from Seattle Pacific University, a BA in Psychology from Utah State University, and an AS in Psychology from Salt Lake Community College. I have taught and mentored undergraduate and graduate students at institutions like Brigham Young University, Seattle Pacific University, Green River College, Highline College, and Tacoma Community College, and I serve on dissertation committees. 🛠️ Tools & Methodologies I employ both quantitative and qualitative research methods—surveys, observations, focus groups, one-on-one interviews, and experimentation—to collect primary data. My toolkit includes: ● Survey & Feedback: Qualtrics, SurveyMonkey, Google Forms, Microsoft Forms ● Data Analytics & Visualization: Tableau, PowerBI, SPSS, R, Excel, G*Power, AcaStat, SQL ● Project Management: Asana, Trello, Slack, Teams, Zoom, Google Workspace, Microsoft Office 365 📧 Let’s Connect If you’re looking for a partner who can transform data into actionable strategies and elevate every stakeholder interaction, let’s talk! I’m passionate about helping businesses unlock their full potential through innovative experience management. Ready to make an impact? Reach out today and let’s embark on a journey of transformation together.