Harry Klein

Current

President at Customer Engagement Strategies Inc

Past

President at Lippis Media
Vice President Exhibitor Programs at Key3Media Events
Director of Strategic Alliances at Domania

Vice President of Marketing and Events at Strategic Networks Consulting, Inc.

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Industry

Management Consulting

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Harry Klein’s Summary

Who we are…a marketing consulting firm that focuses on helping clients do a better job engaging customers, which we believe is the key to business success.

What we believe…sound marketing principles must be followed and are essential to successfully engaging customers. It is critical to create a dialogue over time with customers. Too many companies have a “check the box” approach to gaining customer insight. With the rapid pace of change that is not sufficient. We believe in developing an in-depth understanding of customers. Learning insights and motivations for decision making and putting this into action to differentiate the company results in the ultimate competitive advantage.

It is also essential to choose which groups of customers you will focus on. Strategy is all about making choices; companies that don’t choose specific customer segments to put a higher level of focus on can't have a sound strategy.

Dialogue, understanding, and targeting the right customers also require defining and implementing precisely the right customer touch points. Too many companies reach out to customers in ways that detract value from the relationship rather than adding it. Emotional, intellectual, and behavioral goals must be set and measured to ensure touch points are having the desired effect.

The new marketing imperative…The marketing landscape is changing rapidly…new social platforms are changing the way customers and business interact with each other, communicate with each other and influence each other. Advertising to a target audience is defunct…engaging and sharing value with them is what it’s all about. Social networks will profoundly change marketing over the next five years; just as much as the internet has changed business.

Successful marketing engaging customers depends on both:
• Adherence to the strategic principles of marketing
• Adoption of social platforms

Successfully adopting one of these approaches is not sufficient.

Harry Klein’s Experience

President

Customer Engagement Strategies Inc

(Management Consulting industry)

November 2003 — Present (5 years 9 months)

Customer Engagement Strategies analyzes, assesses, designs and builds strategic customer experience and relationship programs and processes. Its Four Stages of Customer Engagement methodology is used for developing customer interaction practices that are essential for sound, long-lasting, profitable customer relationships.

The FSCE help vendors of all types and industries detect critical gaps between brand promise and customer experience. These "hot-spots" represent moments of truth where the experience falls short of the brand promise. The FSCE help vendors develop the vision and processes to ensure their brand promise is fulfilled throughout the customer life-cycle.

Each of the Four Stages of Customer Engagement defines what customers should be feeling, thinking and doing in each stage, as well as a desired end state. The Four Stages of Customer Engagement are:

1. Onboarding
2. Operational Excellence
3. Knowledge Creation
4. Value Creation
President

Lippis Media

(Publishing industry)

2002 — 2003 (1 year)
Vice President Exhibitor Programs

Key3Media Events

(Public Company; Marketing and Advertising industry)

2000 — 2002 (2 years)
Director of Strategic Alliances

Domania

(Management Consulting industry)

1999 — 2000 (1 year)
Vice President of Marketing and Events

Strategic Networks Consulting, Inc.

(Marketing and Advertising industry)

1995 — 1998 (3 years)