Leigh Duncan, is a 15-year Business, eCommerce, Marketing, CRM, Usability veteran and the founder of Live Path (www.livepath.net), a customer experience consultancy in Northern Virginia.
Leigh began her career in the early by co-founding the Interactive Services Division for 1-800-FLOWERS begin_of_the_skype_highlighting 1-800-FLOWERS end_of_the_skype_highlighting, where she became an early pioneer in online retail, information and interaction design, online merchandising and cross-platform. Leigh later moved on to manage eCommerce efforts for American Express and several successful start-up companies, including eShare Technologies and Crosswalk.com.
For six years, Leigh served as key account, solutions and engagement lead at Bearing Point. During her tenure, she served on the eBusiness faculty and led the development of several key solution sets in Integrated Marketing, CRM and Marketing Resource management. Leigh also worked across industries to establish ground-breaking eCommerce and marketing infrastructures for a variety of Fortune 100, startup and government clients including AOL/Time Warner, Roche Pharmaceuticals, Proctor & Gamble, Chevron and the United States Army Reserve. Leigh’s work earned her a Compaq Cutting Edge award, the Bristol-Myers Squibb Presidents Award and Bearing Point Beacon Award for outstanding contribution and performance.
In addition to her consulting efforts, Leigh contributed to the international best seller Web Redesign: Workflow that Works. and has been cited in national and industry presss. Her articles and insights have been featured in Fast Company Magazine and Business 2.0 blogs, and she has published numerous articles in CRM Magazine, Marketing Profs and the Gotoreport.
Today, Leigh provides strategic consulting in the areas of Customer Experience Management, Cross-Channel, Integrated Marketing, Web strategy and Usability for a variety of clients in addition to writing speaking and teaching. Live Path’s Experience Architect Weblog is a popular source of weekly insight on Customer Experience Management.
Passionate About Your Product: What Brands Can Learn From Unofficial Bloggers,
15 Feb 2011 in Blogging& Content& Customer Relationships& Featured Posts& Headline& Marketing& Social Media& Word of Mouth Marketing
As new technologies make it easier for everyday customers to pull the spotlight from brands, companies are scrambling to determine the best approach to managing promoters and detractors online. That’s why, when I met Melody Overton (a popular…
Customer Experience: Do You Roll Out the Red Carpet?,
18 Nov 2010 in Customer Behavior& Customer Relationships& Featured Posts& Headline& Marketing& Segmentation and Targeting& Social Media
Recently, I did a follow-up piece on the Dave Carroll effect. You’ll remember him as the “United Breaks Guitars guy.” My point was: All the data mining, reputation monitoring, Klout scoring, follower counting and mixing it up online won’t tell you…
Facebook Is The New AOL,
08 Dec 2009 in Featured Posts
Once the darling of the proprietary online services industry, AOL was fresh with promise, offering an ever-changing array of content, features and services to eager users. Looking back, its early days were marked by system outages, usability…
Social Media Detectives – Power Unleashed,
22 Sep 2009 in Featured Posts
Recently, one of my newer clients, whose owners have subsequently become good friends, experienced a theft in their upscale gallery, Rug & Relic. While they waited for police response, they decided to put out an APB of their own – using their social…
10 Tips for Twitter Un-Marketing,
13 Apr 2009 in Featured Posts
Social Marketers beware. Tapping in to highly vocal, critical, loyal, active and chatty network on Twitter may seem like a great opportunity – but it isn’t for the faint of heart. Further, you can’t just take traditional marketing tactics, throw…
Can’t Buy Customer Love – SXSW Reflections,
25 Mar 2009 in Featured Posts
In the course of attending the SXSW conference, I had the pleasure of listening to the amazing Kathy Sierra speak. In her session, “Making Breakthroughs Happen,” she asked the audience to consider our clients or customers and try to answer the…
Loyalty and Lifetime Value,
19 Nov 2008 in Featured Posts
I recently began to wonder how many of the airlines and hotel chains have really considered “Customer Lifetime Value” in the creation of today’s largely calendar-driven loyalty programs. Beyond the motivation to examine year-over-year performance,…
Categorizing Social Media,
25 Sep 2008 in Featured Posts
Taking a look at “social media” it is difficult to comprehend the dizzying number of sites, tools and applications that are proliferating before our eyes. I recently sampled about 3,000 social media sites, tools and applications. Overwhelmed by the…
The Accidental Evangelist,
08 Sep 2008 in Featured Posts
Last Saturday on Twitter, Whole Foods’ “Tweet of the Day” caught my eye. The post, which “retweeted” a user’s comment involving the term “Oh my f’ing gawd…” prompted me to question whether the company’s judgment in the use/repetition of that term…
Social Media Stalking? Plurkers Have Got Your Back!,
01 Aug 2008 in Featured Posts
Interesting drama unfolded a few weeks ago on Plurk….
I’m not providing specific names to avoid getting anyone in trouble. Nevetheless, what happened does this illustrate the power of social media and community and surface some issues related t…