The best customer experiences come from cultures where care scales consistently. Learn how to build that foundation.
The best customer experiences come from cultures where care scales consistently. Learn how to build that foundation.
As the first employee at Swoogo, I had the opportunity to build customer experience from the ground up. We were small, competing against much larger companies.
What emerged:
I wrote The Economy of Helpfulness: When Kindness Becomes Your Competitive Advantage to share what we learned.
The book explores:
Now I work with companies interested in building similar foundations.
A fresh perspective on how internal culture connects to customer experience.
I spend time with teams across your organization, map emotional touchpoints in the customer journey, and look at what you're measuring versus what might offer more predictive insight.
You receive clear observations about patterns and strengths, plus ideas for what might amplify what's already working.
This helps: Companies exploring whether culture might be influencing customer experience outcomes.
Building the systems that make authentic care sustainable as you grow.
We implement frameworks like Culture Constellations (helping teams articulate genuine identity), explore decision-making approaches, design relationship metrics, and create structures that support consistent helpfulness.
You develop a cultural foundation that can scale, with documentation for continuity.
This helps: Companies (typically 50-500 people) ready to be intentional about how culture develops.
Ongoing partnership for companies navigating growth while maintaining culture.
Regular conversations about hiring, policy considerations, and cultural decisions.
Support between sessions when questions arise. Quarterly reflections on cultural health.
This helps: Companies with established foundations who want continued partnership as they evolve.
6-month minimum
Rachel Zoe Carter
https://www.linkedin.com/in/rachelzcarter/
My career has been built on a single conviction: that companies can be both genuinely helpful and highly profitable, and that the former actually drives the latter.
I started at Disney's Wilderness Lodge, where I learned that "magic" isn't accident or personality. It's deliberate systems designed around how people actually feel. Disney taught me that exceptional experiences come from standards, systems, and processes that make care consistent and scalable.
As the first employee at Swoogo, I took those principles and built them into the foundation of a growing SaaS company. Over nearly a decade, I developed the customer experience function from scratch, eventually leading it as SVP. The results proved the thesis: 99% customer satisfaction, 120%+ net revenue retention, and a referral rate that drove 60% of new business. We didn't just retain customers. They became advocates who actively helped us grow.
During COVID, when our entire industry faced existential crisis, the cultural foundation we'd built allowed us to pivot to virtual events in weeks rather than months. That resilience came from years of intentional work on how teams related to each other and to customers.
I documented those frameworks in The Economy of Helpfulness: When Kindness Becomes Your Competitive Advantage, which breaks down the specific systems that made authentic care scalable: the Cycle of Integrity, Culture Constellations, systematic delight, and the metrics that actually predict success.
Now I work with companies ready to build similar foundations, helping them turn customer and employee relationships into measurable competitive advantages. I'm also building Hyphen, a support platform designed to preserve human connection as companies scale, transforming customer conversations into strategic intelligence rather than just deflecting them to automation.
I hold a BS and an Executive MBA in Business Administration.