ABOUT OUR GUEST:   Jaclyn Herrera is the Chief Marketing Officer and Bridgebuilder at ChasmBridge, a CHIEF member. Whether planning for long term brand management or driving revenue results, Jaclyn brings a strategic mind with clear road paths and measurable results. She specializes in high growth-oriented businesses that are aiming to make a transaction, enter new markets, dramatically improve revenue results or that are going through major cultural change. Through a relentless focus on the customer experience, Jaclyn has increased revenue opportunities through lead generation by $6M/month, improved total cost of ownership of technologies through aftermarket pull through by 28%, and designed customer journey maps that improve experience and engagement with NPS results as high as 9. Her incredible leadership has resulted in many personal and business awards including - business industry recognition, marketing recognition for product launches and exhibition results, and project industry recognition.   CONNECT WITH JACLYN      LinkedIn   Instagram  Continuity Consequence Agency       EPISODE AND EMPOWERING WOMEN IN INDUSTRY LINKS Black-owned Business Directories Guide to Customer Journey Mapping HBR Article on Blind Hiring Empowering Women in Industry Membership Empowering Women in Industry Conference Oct 5 Empowering Women in Industry Magazine Empowering Women in Industry Website Empowering Women in Industry Virtual Events (Including Book Club and Membership Circles) Shannon Bumgarner Linked In   QUOTES AND KEY TAKEAWAYS “You need to be intentional about how others experience you.” “Find your voice and find your voice early. Don’t be afraid of it.” “So many people sit and wait for the opportunity to come to them. Just doing your job isn’t the only way to make that happen.” What does a good customer experience look like?  Combination of the transactional customer experience and the lifecycle experience (considering all those touch points in between).  “Elevating what you’re delivering from the person’s expectations of you.” What should we avoid when we’re trying to create positive customer experiences? “Not doing what you say you’re going to do.” Customer Journey Mapping - Key questions to think about: (1)   What is the customer going through when they need a product like ours? (2)   What are the touch points that us, as a company, is giving that person as they are trying to understand our product or evaluating our competitor’s product? (3)   What digital tools are we using to communicate along that way? On Blind Hiring: “Allowed me to understand the content of their (candidates) character and the capabilities as it relates to the role.”