Optimize profits by utilizing customer feedback.
Invest in your relationship with your customers
Meet Merissa, a seasoned CX veteran based in California, with 17 years of extensive experience in the field. Having served as a Director/Head of CX and Director of Voice of Customer for the past four years at MUD\WTR, Merissa possesses a unique ability to seamlessly integrate customer feedback into your business strategies. With a focus on optimizing acquisition funnels and enhancing retention rates, Merissa's expertise ensures that your initiatives are finely tuned to meet and exceed customer expectations, driving sustainable growth and fostering long-term relationships with your audience.
My Services
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Do you have existing customer feedback that you need help organizing and prioritizing?
Maybe you need new customer feedback to help make the best decision for your business.
Unlock the power of your customers' voices with Voice of Customer data analysis and reporting, where I harness valuable insights and feedback to drive strategic decision-making and elevate your overall customer experience.
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Interested in providing your customers an experience that aligns perfectly with your business?
I specialize in crafting tailored strategies to enhance every touchpoint of your customer journey, driving satisfaction, loyalty, and growth.
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Transform your professional journey with my mentoring service, where I provide personalized guidance and support to help you navigate challenges, develop crucial skills, and unlock your full potential in CX/VOC leadership.
Brands I elevated
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MUD\WTR
For an amazing 4 years, I was at the helm, driving our CX team's growth, rolling out game-changing policies that not only shot our revenue up but also kept our customers happy. I created the company’s first regular VOC report that ensured we really listened and acted on customer feedback, boosting our acquisition and retention.
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The Flex Co.
I got my hands on some leadership action that taught me the ropes of creating a rock-solid CX team, and put policies in place that made sure customer feedback always found its way up. I connected with customers as a Flexpert, with my own dedicated email campaign.
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The Detox Market
I took on every customer inquiry and started KPI reporting to establish a high standard of excellence the first dedicated Customer Care Rep.
What people are saying
Shane Heath • Co-Founder & CEO at MUD\WTR
“Remove uncertainty with your business efforts by working with Merissa. Her ability to compile and analyze customer feedback to provide profit driven changes helps ensure your business remains customer centric. She is a joy to work with, levels up any team, and brightens your connection with customers. ”
Elizabeth Limbach • Director of Communications at MUD\WTR
“With excellent communication and cross-functional collaboration skills, Merissa tirelessly advocates for the customer's experience and pushes brands to understand the ROI of good customer support. She will quickly become a cornerstone of any team lucky enough to count her as a member.”
Sara Colon • Customer Support Manager at MUD\WTR
“Merissa is exceptional at leveraging the voice of customers to drive meaningful improvements in products and services. It was always such a pleasure hearing how her customer loving mind worked when new projects/initiatives came up.“
Matthew Held • R&D Director at MUD\WTR
“It was crystal clear that under Merissa’s management, MUD\WTR’s customers were top priority and could not have been in better hands. Making sure they had the best experience and all projects considered the impact on customers was her professional mantra. If you value customer engagement, look no further!”
