It was 2003, I was the Director of Season Ticket Services & Retention, and we were getting ready for our big draft day event. The excitement filled AmericanAirlines Arena as season ticket members heard we had just drafted Dwyane Wade. There was a glimmer of hope brought back to our basketball dreams that day in Miami. Not even in our wildest imaginations did we think we had just embarked on a journey toward winning the franchise’s first NBA Championship title. Fast forward to

Over the years, I have been fortunate to build many departments from the ground up and implement new processes and procedures that were always focused on the customer experience. Service has definitely changed over the past few decades, but I was always willing to learn, change, innovate and continuously improve to ensure the best possible customer experience was created. The basic principles and foundation of ensuring a consistent customer experience was learned while I was

We all have read the countless studies that state retaining a customer is far less expensive than acquiring a new one, so shouldn't a company's focus be on improving customer service and their overall experience? YES! It's even more important today, because customer's expectations are very different from 10-15 years ago -how they shop, look-up and write reviews, engage with companies on social media, to what they expect and how quickly they require a response to issues and fe

Since serving on the Board for WISE (Women in Sports and Events) for about 3 years, I've had more and more conversations with women regarding their career and feeling stuck or not knowing what the next steps would be to take in their career. The one phrase I have been saying a lot in my conversations lately is one I personally used since I started my career – “Know Your Expiration Date” - meaning always be willing to have the tough conversation with yourself about what you wa