Jay Reinig has more than 30 years of business and consulting services and is recognized as an accomplished customer experience change agent. He provides customized programs to companies that are starting up, turning around, growing, or consolidating. He is passionate about helping his clients gather in-depth customer experience and marketplace insight, making it actionable, and driving customer-focused change throughout the organization. Jay serves as the voice of the customer to help companies become not just customer-focused, but truly invested in their customers.

Jay collaborated with Diana LaSalle, author of the Harvard Business School Press best-selling business book, Priceless: Turning Ordinary Products into Extraordinary Experiences, to develop keynotes and workshops that can be delivered to leadership conferences, partner retreats, in-house lunches, dinners, or other special events.

In his keynotes and interactive workshops, Jay reveals what today's most successful companies have learned--what customers really want is a "Priceless" customer experience. How do you give them what they want? It begins with five basic values that any company can deliver regardless of what they're selling. To maximize the effectiveness of each program, Jay provides participants with tools and ideas that help improve customer loyalty. With Jay's proven diagnostic tools and his thought leadership, a company can quickly arrive at a prioritized roadmap of initiatives that can improve customer loyalty, employee satisfaction, and profitability.

Jay has brought his creative programs and strategies to a diverse range of large and small companies including Sprint, AT&T, Disney, Shell Chemical, J.D. Edwards, and Capital Investment Management. As a former CFO, Jay understands the importance of prioritizing resources and delivering profitable performance. By being an advocate for the customer he helps companies become driven to deliver customer value.

Jay graduated with a bachelor's degree in Business Administration from Dana College, Blair, Nebraska. He is affiliated with the Association for Corporate Growth, TiE Rockies, CXO, and the Inverness Group.

Sample Projects

Customer Relationship Strategies. It is not unusual to find situations where marketing, sales, and customer service is not working together on behalf of the customer. While employees of these groups are all trying to do the right thing, organizational structural issues get in the way of building strong customer relationships. Jay led a cross functional Customer Experience Governance team to create a roadmap of prioritized customer initiatives.
As a result of Jay's efforts, this client had a strategy and roadmap to follow that would result in increased customer loyalty and profitability for the company. This effort saved the client almost $3 Million per year in costs reductions.

Single View of the Customer. This client was damaging customer relationships because they did not have a single repository of all critical customer information. Each department was keeping their customer information in data bases, spreadsheets, and note cards. The result was seventeen different places in the company where you could find information that was critical to doing business with customers.
The outcome was comprehensive picture of the current customer relationship application architecture and a phased-in plan to migrate the customer information into a data warehouse where the information could be accessed through a portal by all employees with a need-to-know. The benefits included significantly reduced data base maintenance costs and increased employee and customer satisfaction.

Customer Relationship Diagnostics. Jay was asked to help this client with a new market strategy. Jay assessed all customer facing processes with a disciplined diagnostic approach. The marketing brochures, approaches, and web site were reviewed for consistency. The sales processes were assessed for the messaging that occurred with respect to the value the firm was providing. The post-sales client acquisition processes were analyzed to determine if they would build or damage customer loyalty.
As a result of Jay's work, this client had a structured attack plan to go after their newly identified client market. This included new prospect interview forms, updated marketing information, a customized client profile, increased utilization of the client information system, and a new approach to building business alliances.