Fractional VP of CX

Ross Kernez is a digital marketer, community builder, mentor, and author. He is the founder of NYC-based SEO Meetup, a group of 2900 marketing professionals who meet monthly to network and discuss the latest trends and happenings in the industry.

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Published: 07.11.2024

As a Fractional VP of CX, I bring over 15 years of proven expertise in driving business growth through innovative and strategic marketing initiatives. Whether you're a small business, start-up, or mid-sized company, my services are tailored to meet your unique needs without the commitment and cost of a full-time executive.Gain access to top-tier marketing leadership without the overhead of a full-time hire. My extensive experience spans various industries, ensuring your business benefits from the latest marketing trends and strategies.

By working with me, you gain access to top-tier marketing leadership and the ability to implement advanced marketing strategies that are tailored to your unique business goals. My expertise covers a wide range of industries, enabling me to bring a fresh, adaptable perspective to each client. From omni channel marketing and brand development to demand generation and go-to-market strategies, I ensure that your business stays ahead of the curve, benefiting from the latest marketing trends and insights. Whether you're looking to enter new markets, boost lead generation, or enhance your overall brand presence, I can help craft and execute a strategic marketing plan that aligns with your business objectives.

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Fractional VP of CX

"If you can work with Ross, make it happen — you won't regret it!"

— Jennifer Anderson

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Why Work With Fractional VP of CX

By partnering with me, you gain access to top-tier marketing leadership, empowering your business to implement cutting-edge strategies specifically tailored to achieve your unique goals. With over 15 years of experience, I bring a wealth of knowledge across various industries, enabling me to adapt seamlessly to the distinct challenges and opportunities your business faces. My approach is comprehensive, incorporating omni-channel marketing, brand development, and demand generation to ensure your business not only stays competitive but also thrives in an ever-evolving marketplace.

In addition to core strategies like lead generation and customer acquisition, I focus on enhancing brand equity, fostering customer loyalty, and optimizing the customer journey across multiple channels. My process is data-driven, ensuring that every decision made is backed by actionable insights, maximizing return on investment (ROI) and streamlining resource allocation.

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What can I bring to your company when you hire me as Fractional VP of CX

I find myself in a privileged position through hosting my SEO meetups, where I have access to a wealth of data alongside my fellow members. These gatherings serve as a fertile ground for the exchange of insights and information stemming from diverse industries. My team and I take it upon ourselves to meticulously gather and arrange this data, ensuring that every participant can reap the benefits from a broad pool of knowledge. As we all are aware, unstructured data holds little to no value, akin to unmined gold lying dormant underground, awaiting to be discovered and valued.

We delve into this data reservoir, sifting through to find and present the most valuable pieces of information — the golden nuggets that can offer substantial learning experiences to our attendees.

Would you be interested in granting your attendees access to this repository of golden opportunities?

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Experienced Fractional VP of CX

I have worked in numerous large enterprises within the marketing & SEO departments. Taking these businesses up the search engine result pages (SERPS), these roles formed the bases of my experience.

I have also been fortunate enough to advise & consult numerous smaller and medium businesses across a wide array of verticals and this also greatly enhanced my knowledge about the market and of course how to implement a ‘search’ strategy to garner visibility and generate revenue.

I have also been fortunate enough to participate in some more unique projects

Who is Ross Kernez?

With over 15+ years of experience, I specialize in building marketing systems that consistently attract and retain customers. My approach is rooted in meticulous processes, ensuring that every aspect of my work is efficient, scalable, and impactful. From complex tasks like SEO to comprehensive strategies, I design systems that minimize friction and cost while maximizing results.

Ross is deeply involved in the marketing and tech community, mentoring startups at organizations like Techstars and Starta. He is known for his expertise in search engine optimization, digital marketing, and leveraging data analytics for marketing success.

Here’s some feedback from someone who has worked with Ross

Working with Ross Kernez as our Fractional VP of Customer Experience was a game-changer for our business. From day one, he brought a fresh perspective and a wealth of knowledge about customer behavior. His ability to analyze customer data and translate it into actionable insights helped us reshape our entire customer journey. We saw a 25% increase in customer satisfaction scores within just a few months. Ross also implemented new training programs for our staff that focused on customer engagement. His strategic vision and hands-on approach made a significant difference. I highly recommend Ross to any company looking to enhance their customer experience.

— Lam E.

Our experience with Ross Kernez as our Fractional VP of Customer Experience has been largely positive. He took the time to understand our unique challenges and crafted a tailored CX strategy that addressed our specific needs. The implementation of a feedback loop system allowed us to gain real-time insights into customer satisfaction, which led to quicker adjustments to our services. The only reason I'm giving four stars instead of five is that I wished for more frequent updates during the initial phases. Overall, Ross's expertise has definitely elevated our customer experience, and we are already seeing positive changes in customer loyalty.

— Byrne A.

Ross Kernez served as our Fractional VP of Customer Experience and was instrumental in helping us develop a comprehensive customer journey map. His analytical skills allowed us to pinpoint key touchpoints and areas where we were losing customers. The recommendations for improving these touchpoints have already led to a noticeable increase in conversion rates. Ross is knowledgeable and approachable, making it easy for our team to collaborate effectively. However, I feel that more emphasis could have been placed on employee training during the transition. Overall, I would recommend Ross to any organization seeking to enhance their customer experience and build stronger relationships with their customers.

— Murphy V.

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My Process

Let's Collaborate

1. Describe your project

2.Schedule a Call

3. Develop Strategic High Level Plan

4. Accountability on both sides

What should you expect from your Fractional VP of CX

When engaging a Fractional VP of Customer Experience (CX), you can expect a strategic partner who will elevate your customer interactions and enhance overall satisfaction. Here’s a detailed overview of what to expect from this role:

You should anticipate a comprehensive assessment of your current customer experience strategies. The Fractional VP will evaluate existing processes, touchpoints, and customer feedback to identify areas for improvement. They will use data-driven insights to develop tailored strategies that align with your business goals and meet the needs of your customers.

A strong focus on customer journey mapping is another key aspect of their role. The Fractional VP will analyze the entire customer journey, from initial contact to post-purchase interactions. This mapping will help identify pain points and opportunities for enhancing customer satisfaction at each stage of the journey.

Expect your Fractional VP of CX to implement effective feedback mechanisms, such as surveys and customer interviews, to gather insights directly from your customers. They will leverage this feedback to inform decisions and drive improvements in products, services, and customer support.

You can also expect the Fractional VP to work collaboratively with cross-functional teams within your organization, such as marketing, sales, and operations. This collaboration is crucial for creating a cohesive customer experience that is consistent across all channels and touchpoints.

Additionally, the Fractional VP will help you develop and implement training programs for your staff, ensuring that employees understand the importance of customer experience and are equipped with the skills to deliver exceptional service. By fostering a customer-centric culture, the Fractional VP will enhance employee engagement, leading to better customer interactions.

Regular communication and reporting on key performance indicators (KPIs) will be a hallmark of your engagement with the Fractional VP. You can expect them to track metrics such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates. These insights will help measure the effectiveness of implemented strategies and guide future initiatives.

Furthermore, the Fractional VP will stay informed about industry trends and best practices, ensuring that your customer experience strategies remain relevant and competitive. They will introduce innovative solutions and tools that enhance customer interactions, such as personalized marketing campaigns or new technologies.

In summary, you can expect your Fractional VP of CX to provide strategic leadership, drive improvements in customer satisfaction, foster a customer-centric culture, and ultimately help your organization build stronger relationships with its customers. By leveraging their expertise, you will enhance the overall customer experience, leading to increased loyalty and long-term business success.

Topics that I can cover

Programmatic Marketing

Growth Marketing

Paid Search Marketing

Paid Social Marketing

Marketing Strategy

Digital PR

SEO Marketing

Social Media Marketing

FAQs

What is a Fractional VP of Customer Experience?

A Fractional VP of Customer Experience is a part-time or contractual executive who focuses on improving and optimizing the customer experience within a business. This role allows organizations to access high-level expertise without the commitment of a full-time hire. The Fractional VP typically develops strategies to enhance customer satisfaction, loyalty, and engagement, ensuring that the customer journey is seamless and effective.

What are the benefits of hiring a Fractional VP of Customer Experience?

Engaging a Fractional VP of Customer Experience offers numerous benefits for your organization. One significant advantage is cost-effectiveness. By hiring a fractional executive, you can leverage their extensive experience and expertise without incurring the costs associated with a full-time position. This arrangement allows businesses to access high-level strategic guidance tailored to their specific needs.

Additionally, a Fractional VP brings a fresh perspective to your customer experience strategies. They can analyze your current processes and provide insights based on best practices and industry trends. This external viewpoint can be invaluable in identifying opportunities for improvement and innovation.

The Fractional VP also focuses on developing a customer-centric culture within your organization. By working with your team, they can foster an environment that prioritizes customer satisfaction at every level. This cultural shift can lead to improved employee engagement and, ultimately, better customer interactions.

How does a Fractional VP of Customer Experience differ from a full-time VP?

The primary difference between a Fractional VP of Customer Experience and a full-time VP lies in their level of commitment and the scope of their responsibilities. A full-time VP is a permanent employee who dedicates their time solely to your company, managing all aspects of the customer experience. In contrast, a Fractional VP works part-time or on a contractual basis, allowing them to serve multiple clients simultaneously.

This fractional arrangement provides organizations with the flexibility to engage expertise as needed without the long-term commitment associated with a full-time hire. While a full-time VP may have a more hands-on role in day-to-day operations, a Fractional VP typically focuses on strategic initiatives, providing guidance and support to help your team implement best practices.

What qualifications should I look for in a Fractional VP of Customer Experience?

When searching for a Fractional VP of Customer Experience, it is essential to consider their experience, expertise, and cultural fit within your organization. Look for candidates with a proven track record in customer experience management, preferably with leadership roles in established companies.

A solid understanding of customer journey mapping, data analytics, and user experience design is critical. The ideal candidate should also possess strong communication and collaboration skills, as they will work closely with various teams within your organization.

It can be beneficial to seek candidates with experience across different industries. This diverse background allows them to bring unique insights and strategies that can be tailored to your specific business needs.

What specific responsibilities will a Fractional VP of Customer Experience handle?

A Fractional VP of Customer Experience typically undertakes several key responsibilities. They will assess your current customer experience strategies and identify areas for improvement. This assessment may involve analyzing customer feedback, sales data, and market trends to develop a more effective approach.

The Fractional VP will work on creating and implementing customer journey maps, identifying key touchpoints and opportunities for enhancement. They will also help develop and execute customer retention programs, such as loyalty rewards, personalized offers, and subscription services.

Additionally, the Fractional VP will focus on maintaining ongoing communication with customers through various channels, including email, social media, and surveys. They will establish mechanisms for gathering customer feedback and use this data to inform decision-making.

Training and development for your staff will also be part of their responsibilities. The Fractional VP will work to equip your team with the skills and knowledge necessary to deliver exceptional customer experiences consistently.

How long does a business typically engage a Fractional VP of Customer Experience?

The duration of engagement with a Fractional VP of Customer Experience can vary significantly based on the needs of your organization. Some companies may only require the expertise of a Fractional VP for a few months to launch a specific project or initiative. Others may engage them for an extended period to oversee ongoing customer experience improvements and strategy development.

The flexibility of a fractional arrangement allows businesses to adapt the engagement to their evolving needs. Regular evaluations of the partnership can help determine if additional time is needed or if the current goals have been met.

What can I expect in terms of communication with a Fractional VP of Customer Experience?

Effective communication is vital in any professional relationship, especially when engaging a Fractional VP of Customer Experience. You can expect regular updates and progress reports that outline the strategies being implemented and the key metrics being tracked.

Establishing clear communication channels from the outset will help ensure alignment between the Fractional VP and your internal teams. Regular check-ins, strategy meetings, and feedback sessions can foster collaboration and ensure that everyone is working toward common goals.

The Fractional VP should also encourage open dialogue within your organization, promoting an environment where employees feel comfortable sharing insights and suggestions related to customer experience.

How can a Fractional VP of Customer Experience help improve customer satisfaction?

A Fractional VP of Customer Experience can enhance customer satisfaction through several strategies. By analyzing your current customer experience, they can identify pain points and areas for improvement. This may involve recommending changes to processes, touchpoints, or customer interactions that can enhance the overall experience.

The Fractional VP will also implement feedback mechanisms to gather insights directly from customers. By analyzing this feedback, they can make data-driven decisions to inform necessary adjustments to your products, services, and customer support.

In addition, the Fractional VP will help develop training programs for your staff that focus on customer engagement and service excellence. By equipping employees with the skills needed to deliver exceptional experiences, your organization can foster customer loyalty and increase satisfaction.

What role does data analysis play in the work of a Fractional VP of Customer Experience?

Data analysis is a crucial component of a Fractional VP’s work. They utilize data to inform decisions, measure the success of strategies, and identify opportunities for improvement. By analyzing key performance indicators such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates, the Fractional VP can develop data-driven strategies that enhance overall customer experience.

The Fractional VP may also implement analytics tools to monitor ongoing performance and adjust strategies in real time. This data-driven approach allows for continuous improvement and ensures that customer experience initiatives align with business goals.

How do I find a qualified Fractional VP of Customer Experience?

Finding a qualified Fractional VP of Customer Experience requires a strategic approach. Begin by defining your specific needs and expectations for the role. Networking within your industry can help identify potential candidates, as personal referrals often yield high-quality leads.

Online platforms specializing in executive placements may also provide a pool of qualified professionals. During the interview process, assess candidates’ experience, communication skills, and cultural fit to ensure they align with your business values and goals.

How can I ensure a successful engagement with a Fractional VP of Customer Experience?

To ensure a successful engagement with a Fractional VP of Customer Experience, establish clear goals and expectations from the beginning. Open communication is essential, so schedule regular check-ins to discuss progress and any challenges that may arise.

Be receptive to their feedback and recommendations, as their expertise is invaluable in driving your customer experience strategy. Additionally, fostering a collaborative environment between the Fractional VP and your internal teams will enhance overall effectiveness and lead to better results.

Can a Fractional VP of Customer Experience assist with technology integration?

Absolutely. A Fractional VP of Customer Experience can provide valuable insights into technology solutions that enhance customer experience. They can help assess your current systems, identify gaps, and recommend appropriate tools and platforms for customer relationship management, feedback collection, and data analysis.

Their experience in technology integration can ensure that your e-commerce infrastructure is robust and capable of supporting your customer experience goals. This might involve recommending customer service platforms, chatbots, or CRM systems that streamline operations and improve customer interactions.

How does a Fractional VP of Customer Experience approach customer journey mapping?

Customer journey mapping is a critical aspect of enhancing customer experience. A Fractional VP will typically conduct a thorough analysis of your current customer journey, identifying key touchpoints and interactions where customers engage with your brand.

They will work to map out the entire customer experience, from initial awareness through to post-purchase interactions. This mapping process helps pinpoint pain points and areas for enhancement, ensuring that the customer journey is as seamless and satisfying as possible.

Once the customer journey is mapped, the Fractional VP will prioritize improvements based on their potential impact on customer satisfaction and retention. They will work with your team to implement changes that enhance the customer experience at every stage of the journey.

What strategies can a Fractional VP of Customer Experience implement for customer retention?

A Fractional VP of Customer Experience can implement several strategies to enhance customer retention. One effective approach is to develop loyalty programs that reward repeat purchases and encourage ongoing engagement. These programs can include points systems, exclusive discounts, and personalized offers based on customer preferences.

Additionally, the Fractional VP can recommend targeted email marketing campaigns that re-engage past customers and keep them informed about new products, promotions, and company updates. By maintaining regular communication, your business can strengthen relationships with existing customers and encourage repeat purchases.

Another key strategy is to prioritize customer feedback. The Fractional VP can establish mechanisms for gathering customer insights, such as surveys and reviews, to inform ongoing improvements to products and services. By demonstrating a commitment to listening to customers, your organization can foster loyalty and trust.

How can a Fractional VP of Customer Experience help with crisis management?

In the rapidly changing business environment, crises can arise unexpectedly. A Fractional VP of Customer Experience can play a vital role in helping your organization navigate these challenges. They will develop crisis management strategies that outline clear communication plans and protocols for addressing issues as they arise.

By establishing a crisis communication plan, the Fractional VP ensures that your organization is prepared to respond effectively to any crisis, whether it involves product recalls, negative media coverage, or data breaches. They will guide your team in crafting messaging that is transparent, timely, and reassuring to customers.

Moreover, the Fractional VP will work to mitigate the impact of the crisis on customer trust and satisfaction. By managing communication effectively during a crisis, your organization can protect its reputation and maintain positive relationships with customers and stakeholders.

What is the expected ROI from hiring a Fractional VP of Customer Experience?

The return on investment from hiring a Fractional VP of Customer Experience can vary based on the specific goals of your business and the strategies implemented. However, businesses often see significant improvements in customer satisfaction, loyalty, and overall operational efficiency.

By focusing on customer experience, a Fractional VP can help increase customer lifetime value and drive repeat purchases. The key is to set clear objectives from the outset and work closely with the Fractional VP to track progress against those goals. A well-executed customer experience strategy can lead to increased revenue and improved brand loyalty, delivering a strong ROI over time.

How should I integrate a Fractional VP of Customer Experience into my existing team?

Integrating a Fractional VP of Customer Experience into your existing team requires clear communication and collaboration. It’s essential to introduce them to key team members and provide context about your business and customer experience goals.

Establishing regular check-ins and setting expectations for collaboration will help create a cohesive working relationship. The Fractional VP should be seen as a valuable resource and partner rather than just an external consultant.

Encouraging open dialogue between the Fractional VP and your internal teams can foster an environment where ideas and insights are shared freely. This collaboration will ultimately enhance the overall effectiveness of your customer experience initiatives.

What industries benefit most from hiring a Fractional VP of Customer Experience?

While any business focused on customer experience can benefit from a Fractional VP, certain industries may find this role particularly advantageous. Retail companies, both B2C and B2B, often require specialized CX expertise to navigate the competitive landscape and enhance customer satisfaction.

E-commerce platforms that rely heavily on customer interactions can significantly benefit from a Fractional VP’s insights into optimizing the online shopping experience. Service-oriented industries, such as hospitality and healthcare, also stand to gain from enhanced customer experience strategies that foster loyalty and trust.

Ultimately, any organization seeking to improve its customer experience and strengthen relationships with its customers can reap rewards from engaging a Fractional VP of Customer Experience.

How does a Fractional VP of Customer Experience stay current with industry trends?

A successful Fractional VP of Customer Experience remains informed about industry trends and developments through continuous learning and networking. They may participate in industry conferences, webinars, and online courses to stay updated on the latest customer experience technologies and strategies.

Engaging with industry publications and thought leaders can also provide valuable insights that inform their approach. This commitment to professional development ensures that the Fractional VP brings the most relevant knowledge and practices to your business.

Can a Fractional VP of Customer Experience assist with international expansion?

Yes, a Fractional VP of Customer Experience can play a crucial role in facilitating international expansion. They can provide insights into market research, regulatory considerations, and localization strategies essential for entering new markets.

The Fractional VP will help assess the feasibility of expanding your customer experience initiatives globally and develop a tailored strategy that addresses the unique challenges and opportunities of international customers. Their experience can significantly reduce the risks associated with expanding into unfamiliar territories.

What kind of metrics should I expect a Fractional VP of Customer Experience to track?

A Fractional VP of Customer Experience typically tracks a range of key performance indicators to measure the success of customer experience strategies. Common metrics include customer satisfaction scores, Net Promoter Score (NPS), customer retention rates, and customer lifetime value (CLV).

They may also monitor engagement metrics such as website traffic, conversion rates, and customer feedback to gain insights into overall performance. By focusing on these metrics, the Fractional VP can make data-driven decisions that enhance your customer experience.

What should I consider when deciding whether to hire a Fractional VP of Customer Experience?

When deciding whether to hire a Fractional VP of Customer Experience, consider your current business needs, resources, and long-term goals. If your organization is struggling with customer satisfaction, retention, or experience strategy, this role could provide the expertise necessary to overcome these challenges.

Evaluate your budget and the potential ROI of engaging a Fractional VP, as well as the time commitment required from your internal teams to collaborate effectively. Taking the time to assess these factors will help you make an informed decision.

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Fractional VP of CX

Fractional VP of CX