Sandra Greene is a truly gifted Customer Experience (CX) professional. I’ve had the pleasure of working with Sandra on a number of journey mapping projects - her expertise in persona development, journey mapping, & root cause analysis is exceptional, as are her skills in marketing & communications. Sandra is strategic, flexible, creative, & she’s just so incredibly lovely!”
Kelly Massey, Manager of Customer Experience, Wawanesa Insurance
A clearer roadmap for you.
A better experience for your customers & employees.
I am passionate about helping businesses unlock the full potential of their customer experience programs. I remove the guesswork out of what to do next so you can:
Keep more of your best customers
Attract more like them
Meet your objectives and KPIs
Let’s learn about your customers.
“I’d recommend Sandra to anyone needing fresh eyes on their business.”
— Mike Brown, President, Bounteous Canada
Services That’ll Wow You.
I help you see your customers by creating data-driven customer profiles so you can find more of them, improve loyalty with the ones you have, and impress the heck out of them by speaking their language.
We peer into their inner worlds and wants. We journey through their thoughts — before, during and after they do business with you. You’ll learn where you’re crushing it, and discover your greatest opportunities.
“With a passion for her craft and an energy that is infectious, Sandra is a change agent wherever she goes.”
— Alexis Zamkow, Digital Strategy & Innovation Lead, IBM
I help you pinpoint loyalty-building opportunities to make your company invaluable to your customers, so you can spend your money where it counts most.
"I cannot imagine getting this far on our loyalty program launch without Sandra (and she’s fun to work with to boot)!"
— Cathy Whelan Molloy, as CMO, Second Cup
I love facilitating ongoing Dialogue Series with Employees (or other groups). This proven Voice of the Employee (VOE) method uses virtual or in-person techniques to gather anonymized feedback. Participants provide candor without risk of consequences and clients get the answers they need. It’s a win-win!
Thank you so much for your leadership and relentless .... we will get it done, no matter what, spirit. The team would not have gotten through it without you!
Duncan Bruce, President, and Chief Executive Officer of Publicis Canada
Blog:
Flip the Script - Embrace the "1st Pancake Paradigm" in Journey Mapping
Let’s chat about how I can help you make a BIG impact!
Want to elevate your customer and employee experience strategies? Well, that’s my passion. I empower my clients to drive impactful change with over 25 years of hands-on consulting assigments and certification as a Customer Experience Professional (CCXP). Clients find my proven techniques and deep expertise to be a breath of fresh air.
Get in touch and let's see how we can move the needle and achieve your goals together.
Sandra Greene CCXP
President & Chief Strategist
Sandra Greene Consulting Inc.
Sandra@SGConsulting.ca
416-918-8084
Board Member: CXPA Canada and CXPA Toronto
I’ve helped build loyalty for many valuable clients:
Situation:
An Insurance company suspected that they were losing customers and brokers because of issues in the renewal journey. They hired Sandra Greene Consulting to deep dive into what was happening in the renewals journeys that could affect experiences/business results & recommend solutions.
We started by gathering Experience Data (x) & Customer Data (o) to gather crucial insights:
Conducted 1-on-1 interviews with recently renewed members to uncover expectations, perceptions, pain points, and moments of truth.
Held cross-team SME interviews to reveal ideal states, process friction, and associated documentation/IT outputs.
Ran Ecosystem Journey Mapping by identifying the unique experiences of employees, brokers, and members. Mapping integrated goals, expectations, and perceptions, to gain a comprehensive understanding and delve into root causes.
Completed a Competitive Analysis: Identified gaps in what renewing customers received elsewhere compared to the client's offerings.
The Client took decisive actions to improve customer, broker & employee experience/loyalty:
1) Socialized friction points & competitive landscape, securing sponsors/funding for multi-stream work.
2) Launched Broker Experience leadership role within CX Team.
3) Audited all Property communications, starting with renewal but expanding to the entire lifecycle (buying, paying, claiming & cancelling) for Personal & Commercial lines
4) Set up KPIs & measurement process for Policy-holder & Broker NPS, complaints per 10,000 members, products per member, and member trust.
They achieved notable results:
They established an Underwriting Excellence Team that utilized Journey Mapping findings to address downstream issues. This team analyzed systems, set up national service principles, revamped broker-facing renewal expiry reports, refreshed website messaging, and implemented a call recording process for continuous improvement.
The billing process underwent a significant overhaul, extending notice cut-off times, digitizing monthly payments, and refining statement messaging to eliminate a repetitive scolding tone. This made it easier for members to pay through multiple self-serve channels and piloted broker direct billing.
Policy declaration pages were updated to align with the brand, reduce repetition, shorten the length by 50%, and facilitate digital wording downloads.
Achieved a substantial return on investment (ROI) with savings of $1.34 million in the first year and project $1.83 million annually thereafter.
Commercial systems notices were revamped for clarity and transparency, improving communication with brokers and empowering them to relay information confidently to members.