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Episode 33 - Eric Fraterman

  • Broadcast in Business
Customer Experience

Customer Experience


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Eric Fraterman is founder of Customer Focus Consulting and the theme of his work is always Sharper Customer Focus for a Sharper Competitive Edge. Eric helps clients bring the customer inside their organization, then identifies measures and manages opportunities to meaningfully improve the Customer Experience; the result being strengthened customer loyalty, organizational alignment and increased employee commitment that gives clients a sharper competitive edge and sustainable profitability. He has over 25 years of international work experience, first in advertising and marketing, and then in management consulting. The significant breadth and depth of his experience as a Customer Focus consultant spans some 20 industries in: Canada, U.S., Mexico, Korea, Austria, Belgium and Holland. At (then) Coopers & Lybrand Consulting, he helped set up and develop the successful Center for Excellence in Customer Satisfaction. A Dutch native, he graduated from Nijenrode Business School in Holland and then studied Marketing at the University of Colorado as a Fulbright Exchange Student. Eric has served as President of the Toronto chapter of the American Marketing Association, and is currently a member of the Strategic Leadership Forum.