I am an internationally recognized expert on customer experience, management, and startups and is a trusted advisor to the C-suite, often acting as their proxy by developing first-person thought leadership.

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As the president of Aerten Consulting, a New York City-based boutique firm I work with companies to execute on brand expectations through improved user experience and enhanced employee experience, with a strong focus on content.

 

I am the co-author, with Thomas A. Stewart, of Woo, Wow, and Win – Service Design, Strategy, and the Art of Customer Delight. Also, she is the writer, with author Neil Smith, of the New York Times bestseller How Excellent Companies Avoid Dumb Things.

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As the former Management and Leadership Editor of BloombergBusinessweek.com, I've launched new content channels, developed strategic partnerships, and developed a peer-to-peer thought leadership channel for the C-Suite, Board Directors, and management and leadership experts.