Susan authored The Service Journey, a customer-service strategy book, and owns her own service consulting company: Susan Hoekstra & Associates.  Her 25 year career, working with fast-paced companies and various industries, has given her a unique perspective that benefits the clients she's working with.  Susan is a customer service expert who is passionate about helping corporations improve their service delivery to both clients and internal partners.  

Susan creates overall service strategies and delivers concrete tactics in order to achieve the vision, such as customer service and client leadership training programs, communications, and reward & recognition programs; she has worked with contact centers to implement technology in a service-friendly manner, and established measurements to help ensure an ongoing service culture.  Her ideas are creative, in many instances unique and always cost-effective!

In addition to the statistics that support why it is important to deliver a great client experience, her personal history has given her a conviction that good client service ultimately pays for the firms who embrace a culture of excellent service, and that in turn gives her a passion that is quickly contagious.  The stories she tells during her presentations engages her participants, and inspires them to deliver great service!