Experience

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  Brandminers

  • President And Chief Brandminer

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  BrandMiners

  • President and Chief BrandMiner

    • 2002 - Present

    Cindy is a recognized, experienced market researcher with over two decades of targeted high profile Brand Strategy and Market Research experience. Cindy’s focus and value-added skills are centered on a select targeted group of industries including: Healthcare, Financial Services, Retail, Hospitality/Travel, Utilities and Telecommunications. Her extensive research experience, including her role as VP of Customer Experience and Portfolio Strategy at Marriott, and thought leadership efforts have been employed to work with Fortune 1000 companies, utilizing sophisticated Quantitative and Qualitative Research Methods applied expertly to solve mission-critical business needsAREAS OF EXPERTISEo Currently, Cindy uses a variety of Research Tools for clients to measure and achieve their Brand Strategy goals such as: Developing/optimizing communications, Improving the customer experience, Developing differentiated products/services o Proven and expert in the following engagement types: Customer Journey Mapping, Focus Group Moderation, Executive and Customer Interviewing and Ideation, regularly with breakthrough resultso Cindy uniquely draws on her extensive and synergistic experience across a wide range of industries to collect and mine data for actionable recommendationsCLIENT TYPESo Representative clients utilizing Cindy’s leading strategic research advisory services include: Marriott The Ritz-Carlton, JDPower, Delta Airlines, Wells Fargo, Northwestern Mutual, Google, US Cellular, Nabisco, Pfizer and BlueShield, among others DELIVERABLESo Recent representative assignments include: Advising a major airline on customer service improvement plans, Customer journey mapping for a national bank, and Leading ideation to develop New Products/Services for a healthcare firm EDUCATIONo B.S. Tufts University and M.S. Columbia University CONTACT INFOo [email protected]

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  Marriott International

  • Vice President, Portfolio Strategy & Research

    • 1988 - 2002

    Served as Vice President, Lodging Brand Strategy, Customer Experience Research and Competitive Intelligence, responsible for creating and executing a brand business strategy for the Marriott Lodging portfolio to maximize Marriott’s lodging market share including:o Leading segmentation research of the Lodging industry which led to the development of optimal brand positionings and communications and the identification of new business opportunitieso Redesign Customer Experience Tracking to more effectively measure and track the customer experience while decreasing the study cost by $2 million dollarso Managing product and service innovation to optimize brand offeringso Call Center satisfaction and improvementDuring tenure at Marriott, held a number of positions in the Lodging Brand Management group including:o New brand development o Product and Service innovation and strategyo Marketing and communications research, brand strategy o Product and service strategy o Competitive intelligence