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.
More on the Power of Persona,
27 Oct 2006 in Featured Posts
I’ve talked about The Power of Persona and how using personas can foster a more tangible understanding of a target audience’s needs, desires, pet peeves and behavior. Here’s more detailed information on how to create personas and apply them…..
The Power of Personas,
21 Sep 2006 in Customer Behavior& Customer Relationships& Featured Posts& Market Research& Marketing Strategy& Segmentation and Targeting
Imagine for a minute that you’re on a charge to make your company — or your product, or your Web site –increasingly customer-centric. So you have a company-wide kickoff to rally passion around the customer….
“We need to better serve our custome…
The Lifespan of a CMO,
21 Jun 2006 in Featured Posts
Great article yesterday in Advertising Age on the average lifespan of a Chief Marketing Officer….
. The article cites a study by Spencer Stuart, which says that the lifespan of the average CMO shrunk slightly from 23.6 to 23.2 months this year.
Experience Files: The Chop Shoppe,
04 Jun 2006 in Customer Relationships& Featured Posts& General Management
Lately, I’ve been spending a lot of time with my fiancee, Brent, in Sioux Falls, South Dakota….
Experiencing new cities is always interesting, and finding small business that offer great experience is my equivilent of treasure hunting…. This we…
Not Your Mama’s Marketing,
11 May 2006 in Customer Behavior& Featured Posts& Marketing Strategy& Metrics & ROI& Segmentation and Targeting
When was the last time your marketing plan looked anything like this…?
First, let me back up a minute. Recently, I spoke to a group of marketing executives about customer experience management (CEM).
After going through definitions,fundamentals a…
The Vicarious Experience,
04 May 2006 in Advertising& Branding& Customer Relationships& Featured Posts
I spoke on the subject of Customer Experience Management at the annual MarketingProfs retreat a few weeks ago….
We talked a lot about the concept I’ve been promoting for a few years called the “three word rule” and went through a list of brands t…
MTV’s New Multi-Channel Transference Metric,
06 Apr 2006 in Featured Posts
Check out this interesting article in Mediaweek, “MTV Networks Coins New Sales Metric For The Upfront.”
The skinny: MTV Networks has conducted a study which proves multichannel/multiplatform brands have a higher level of “transference” (or positiv…
The Value of the MBA,
30 Mar 2006 in Featured Posts
There’s been all kinds of trash talk about whether the modern day graduate with an MBA is worth his or her salt…..
Last week’s article in Ad Age” adds fuel to the fire, much to the chagrin of American Universities. The article, entitled “M.B.A.’…