Customer Experience / Organization Development Expert
Eugene, Oregon Area
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Rich McLafferty’s Summary
An organizational improvement guru and challenger of the status quo with 15+ years experience developing customer experience, employee experience, and organization development strategies that re-focus and align organizations around their people, their brand, and their customers.
I have developed a unique and effective framework that not only builds a brand-centric customer experience organization, but helps an organization deliver on its brand promise, and builds brand equity.
I have background in the telecommunications, airline, outsourcing / vendor management, call center design and development, and the not-for-profit industries, as well as a Master's degree in Leadership and Organization Development, a BA in Humanities, and a Consultant Certification in Branded Customer Service.
