Kimarie Matthews (A2009)

Media_httpshowsupport_qqcqj

Kimarie Matthews manages the customer research, loyalty and voice of the customer programs for Wells Fargo’s Internet Services Group. She is currently working on buidling the “Customer Experience Scorecards”, a tool to help the business act on customer feedback to positively impact the customer experience. She welcomes calls and questions on this topic. 

She is also interested in how businesses should engage in social media to listen to and talk to their customers.  She believes that while customer loyalty is primarily built by consistently delivering on the basics of why customers use your product/service, loyalty can be cemented by making customers feel important and “heard.”  She is working on projects to let customers know Wells Fargo is listening through social media, such as responding to customer comments in the blogoshpere and developing an online customer community at wellsfargo.com. 

Prior to joining Wells Fargo in 2006, Kimarie worked in a combination of online financial services and retail firms: Bank of America, WeddingChannel.com, and Andersen Consulting’s financial services practice (now Accenture). Kimarie earned a B.A. in political science from Stanford University and currently lives in Burlingame, CA with her husband and 2 sons.

Advertisements
This entry was posted in Uncategorized and tagged . Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

w

Connecting to %s