| Expertise: | I am an author, speaker, consultant, and blogger. My blog, Customers Rock!, is focused on customers, their experiences, and companies that excel at engaging their customers to create a great customer experience. My definition of customer experience includes everything from the first encounter with a product or service to the "out of box" experience of a product to product use to customer service to product replacement and retirement. See below for blog address. I am founder and president of Petra Consulting Group, helping companies grow their businesses from their existing customers. Customers are my passion.
Additionally, I worked for Peppers and Rogers Group for 5 years and HP for 14 years, most recently as director of marketing for the UK and Ireland, so I have an understanding of global business and high tech. |
| Bio: | Becky is the President and Founder of Petra Consulting Group, a management consultancy. Becky helps companies grow their business on the solid ground of their customer base. Becky’s clients have included several Fortune 100 companies such as Electronic Arts, HP, Fujitsu, and Ford Motor Company, where she has helped them bring about success in their customer strategy and accompanying initiatives. Projects have included customer strategy and process improvements, targeted marketing, contact center strategy, customer experience touch point mapping, as well as customer needs and insight.
Becky is the author of the business blog Customers Rock! (customersrock.wordpress.com), listed among the Top 25 Marketing blogs and also a well-known customer service blog. She is a weekly guest on the Big Biz Talk Radio show, a nationally-syndicated program. Additionally, Becky’s expertise has been sought out as a judge for the San Diego American Marketing Association’s Marketer of the Year Awards, the MI:6 Video Game Marketing Awards, the Web Marketing Association’s Web Awards, as well as the Association for Support Professional’s “Ten Best Web Support Sites” annual competition. She is a regular contributor to articles in the service and support industry.
Becky’s work on targeted marketing recently won the inaugural Silver Senet Video Game Marketing CRM award with Electronic Arts.
Previously, Becky was a Senior Consultant with industry-leading Peppers and Rogers Group. She was involved with projects which encompassed customer strategy, marketing, call center strategy, customer needs and insight, customer experience planning, customer service metrics, and technology planning. She also contributed to the company methodology in mobile commerce and strategy, as well as being a prolific contributor to white papers. Prior to joining Peppers & Rogers Group, Becky worked at Hewlett Packard for 14 years, capping her tenure as Director of Marketing for the UK and Ireland. She has also held positions in marketing management, product marketing, technical marketing, and project management at HP. Prior to her time in the UK, Becky was the Worldwide Customer Loyalty Marketing Manager for HP Services.
Becky began her career at NASA/Ames Research Center in Mt. View, CA, as a programmer on CRAY supercomputers. She worked on fluid flows around the space shuttle engines, among other projects. Becky holds a BS degree in Electrical Engineering/Computer Science from the University of California, Berkeley, and an MBA in Marketing Management from California State University.
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