Susie Pecuch is an expert on getting your customers to do the marketing for you!
For over 20 years, she has helped world-class companies strengthen their bottom line by moving customers from loyalty to advocacy. Susie designs brand and performance strategies that bring your brand to life within the company. And, she has a unique approach to mystery shopping that allows you to stand in your customer’s shoes to find out what they are saying, and to zero in on the impact points to ensure that the story they are telling about you - is the one that you want them to tell!
Susie’s clients represent a variety of industries and world-class brands including:
Disney, NIKE, Singapore Airlines, NYU Clinical Cancer Center, IHM Business School – Stockholm Sweden, Six Flags Theme Parks, Achieva Credit Union and The Leading Hotels of the World. She also works with small business and entrepreneurs.
At Walt Disney World, Susie shared Disney’s strategy to create a branded culture and world-class service with business leaders attending The Disney Institute. She was on the team that designed The Disney Institute and its’ curriculum. She facilitated the three and four-day conference programs on The Disney Approach to: Quality Service, People Management, Communication and Marketing. She marketed the Institute programs and conducted keynote speeches around the country.
Susie also worked at The Walt Disney World - Disney University - the internal training branch. She designed the grand opening training curriculum for the Disney-Hollywood Studios Theme Park and Euro Disney’s Expatriation and Repatriation training for US employees who opened the park in Paris.
As NIKE Retail’s Global Training Director she led the internal brand strategy to enhance sales, service and NIKEs image in three retail concepts around the globe: NIKETOWN, NIKE Stores and NIKE Factory Outlets. The strategic initiative included measuring the customer conversation and designing NIKE Signature Service Standards. Her team created the NIKE Retail Global Business Academy, offering service and leadership training to open stores and to prepare leaders to deliver the NIKE Brand around the world.
Working with Singapore Airlines she helped to create the Singapore National Quality Service Centre - a customer service training for the nation, based on the world-class service of Singapore Airlines.
Susie designed and led initiatives for Disney University at Walt Disney World, including the Grand Opening training curriculum for the Disney-MGM Studios Theme Park and Euro Disney's Expatriation and Repatriation training for US employees who opened the park in Paris.
And as National Training Director for Six Flags Theme Parks, Time Warner Entertainment, Susie led the seven-theme parks from an operational to a "Guest First" focus, and delivered measurable results that included a new measurement system, brand standards, internal systems to shift and sustain performance and the premiere of the Six Flags Academy of Excellence. Bob Pittman was the CEO for Six Flags - Time Warner Entertainment at that time. He described Susie's leadership in this way:
"Susie delivered measurable results in our customer experience, enhancing our brand image and bottom line. She creates the culture and systems to back up the brand — one of the most challenging tasks for any CEO. Susie is the best."
She received a BA in Communication from the University of Pittsburgh and completed her Masters studies in Organizational Psychology at the University of Manchester – in the United Kingdom as a Rotary International Foundation Ambassadorial Scholar.
Her life highlights include snorkeling on the Great Barrier Reef in Australia, hiking into the rainforest to see the lowland gorillas in the African Congo, being at the Berlin Wall in Germany during the opening of the Brandenburg Gate and bungee jumping off of a 275-foot bridge in New Zealand.
To find the leverage points that will have an immediate impact on your bottom line…
Contact Susie at:
407 310-6386
Susie@designthecustomerconversation.com
linkedin.com/in/susiepecuch
For over 20 years, she has helped world-class companies strengthen their bottom line by moving customers from loyalty to advocacy. Susie designs brand and performance strategies that bring your brand to life within the company. And, she has a unique approach to mystery shopping that allows you to stand in your customer’s shoes to find out what they are saying, and to zero in on the impact points to ensure that the story they are telling about you - is the one that you want them to tell!
Susie’s clients represent a variety of industries and world-class brands including:
Disney, NIKE, Singapore Airlines, NYU Clinical Cancer Center, IHM Business School – Stockholm Sweden, Six Flags Theme Parks, Achieva Credit Union and The Leading Hotels of the World. She also works with small business and entrepreneurs.
At Walt Disney World, Susie shared Disney’s strategy to create a branded culture and world-class service with business leaders attending The Disney Institute. She was on the team that designed The Disney Institute and its’ curriculum. She facilitated the three and four-day conference programs on The Disney Approach to: Quality Service, People Management, Communication and Marketing. She marketed the Institute programs and conducted keynote speeches around the country.
Susie also worked at The Walt Disney World - Disney University - the internal training branch. She designed the grand opening training curriculum for the Disney-Hollywood Studios Theme Park and Euro Disney’s Expatriation and Repatriation training for US employees who opened the park in Paris.
As NIKE Retail’s Global Training Director she led the internal brand strategy to enhance sales, service and NIKEs image in three retail concepts around the globe: NIKETOWN, NIKE Stores and NIKE Factory Outlets. The strategic initiative included measuring the customer conversation and designing NIKE Signature Service Standards. Her team created the NIKE Retail Global Business Academy, offering service and leadership training to open stores and to prepare leaders to deliver the NIKE Brand around the world.
Working with Singapore Airlines she helped to create the Singapore National Quality Service Centre - a customer service training for the nation, based on the world-class service of Singapore Airlines.
Susie designed and led initiatives for Disney University at Walt Disney World, including the Grand Opening training curriculum for the Disney-MGM Studios Theme Park and Euro Disney's Expatriation and Repatriation training for US employees who opened the park in Paris.
And as National Training Director for Six Flags Theme Parks, Time Warner Entertainment, Susie led the seven-theme parks from an operational to a "Guest First" focus, and delivered measurable results that included a new measurement system, brand standards, internal systems to shift and sustain performance and the premiere of the Six Flags Academy of Excellence. Bob Pittman was the CEO for Six Flags - Time Warner Entertainment at that time. He described Susie's leadership in this way:
"Susie delivered measurable results in our customer experience, enhancing our brand image and bottom line. She creates the culture and systems to back up the brand — one of the most challenging tasks for any CEO. Susie is the best."
She received a BA in Communication from the University of Pittsburgh and completed her Masters studies in Organizational Psychology at the University of Manchester – in the United Kingdom as a Rotary International Foundation Ambassadorial Scholar.
Her life highlights include snorkeling on the Great Barrier Reef in Australia, hiking into the rainforest to see the lowland gorillas in the African Congo, being at the Berlin Wall in Germany during the opening of the Brandenburg Gate and bungee jumping off of a 275-foot bridge in New Zealand.
To find the leverage points that will have an immediate impact on your bottom line…
Contact Susie at:
407 310-6386
Susie@designthecustomerconversation.com
linkedin.com/in/susiepecuch