Suzanne Taylor Marketing Strategy Consulting

Building Businesses Through Customer Driven Innovation

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Suzanne Taylor brings over fifteen years of consumer products and high-tech marketing experience to her marketing strategy consulting practice.  Using customer-driven innovation, Suzanne will help define and create new marketing strategies to help you:

-          Acquire more of the right customers in a cost effective way

-          Create ‘wow’ products that exceed customers’ expectations

-          Retain more of your best customers and turn them into advocates

Please explore this website to learn more about Suzanne’s Customer Experience Model, which offers marketing leaders a customer-centered approach for creating new strategies that will earn customer devotion—and bottom line results.

The Customer Experience Model:

A Back-to-Basics Framework for Acquiring, Retaining and Wowing Customers

This website illustrates a customer centered, back-to-basics framework focused on marketing’s three most important objectives: Customer Acquisition, Product Wow, and Customer Retention.  The Customer Experience Model focuses on the most critical and essential factors that drive successful customer experience and value, the factors that drive results. Do well in all these areas, and a business will thrive; do poorly in any of these areas, and a business will not survive for the long-term. 

Why do so many companies fail?  Their problems largely fall under three essential marketing objectives:

Customer Acquisition:

-         low awareness among target market

-         didn’t acquire enough profitable customers

-         acquired enough customers but at too high of a cost

Product Wow:

-         the product was difficult to learn

-         the product was difficult to use

-         the product didn’t deliver on the benefits customers wanted and expected

Customer Retention:

-         customers didn’t continue using the product

-         customers didn’t buy more things from the company

-         customers didn’t recommend the product to others

Explore this website to learn more about the Customer Experience approach. Customer Insight and Metrics form the foundation of this model.  Useful and thought provoking tools can help you improve your marketing strategies.

About Suzanne Taylor

Suzanne Taylor is a marketing consultant who helps companies acquire more customers, create great products, and improve customer retention.  Her area of expertise is building businesses through customer driven innovation.  A member of Stanford University's faculty, she has taught seven marketing classes through Stanford Continuing Studies and holds Stanford AB and MBA degrees.  She co-authored a book titled Inside Intuit: How the Makers of Quicken Beat Microsoft and Revolutionized an Entire Industry published by Harvard Business School Press.  She also instructs and serves on the Advisory Board for U.C. Extension in Silicon Valley's Marketing Certificate program, teaching marketing and executive education classes.

Taylor’s client list includes Intuit, Adobe, PayCycle, Yahoo!, Palm, Microsoft, and several high-tech startups.  Taylor worked for Intuit, Inc. for eight years in a variety of marketing roles including Quicken product manager, customer insight, and corporate marketing.  She also worked in brand management at the Clorox Company leading marketing efforts for Fresh Step cat litter and Formula 409 spray cleaner brands.  Taylor has led product teams through the full product development life cycle and has managed all elements of the marketing mix, both online and offline.  Symantec selected Inside Intuit for a company-wide management book club discussion.  

Stanford Continuing Studies Class: 'Creating Effective Customer Acquisition Strategies' (BUS 168) offered  Winter 2011

What determines whether or not your product proves to be a hit in the marketplace? The key is an excellent customer acquisition strategy that targets the right customers in a cost-effective way. As you would expect, this could include the usual product launch elements to get the word out and persuade new customers to buy. But the most effective and innovative acquisition strategies extend beyond the launch. A more robust strategy encompasses an end-to-end customer focus: understanding what your target customer really wants, developing products that the target customer will embrace, designing compelling marketing communications, and delivering satisfying customer experiences. By delighting your new customers, you create natural word of mouth to acquire even more customers. Whether you are a marketing manager, engineer, or entrepreneur, this course will help you improve your customer acquisition strategy. We will focus on consumer-oriented businesses and will have guest speakers, exercises, and case study examples.

© Copyright Suzanne Taylor 2010.  All rights reserved.  Contact: staylor@serrano.com