Boutique consulting firm, 4xi Global Consulting announces the arrival of Dina Wiltshire joining the team to lead strategic partnership and growth for the business.
Dina brings a wealth of first-hand operations and strategic experience to help clients flourish and drive positive change and impact across the portfolio of 4xi services, offerings, and support.
“A satisfied customer is the best business strategy of all.” – Michael LeBoeuf
Dina spent her career in Information Technology, call center, customer care, and consulting in a variety of business verticals. Designing and developing solutions for call centers, unified communications, and infrastructure management was a critical business need as the customer experience began moving from in-person face-to-face to technology platforms.
Crafting systems to bring warmth, engagement, and genuine care onto the cold technology platforms became a mission. Managing, training, and leading cross-functional teams to increase revenue, enhance the customer experience, and exceed industry standard KPIs was the training ground to truly understanding what makes a company successful.
With customer care and the customer experience being at the heart of her passion, Dina identifies opportunities for businesses to build traction and gain impact - thus creating a dynamic relationship between customer and business founded on these well-defined principles.
Introducing Dina Wiltshire
Over her career, Dina has consulted in disinfection and infection control; SaaS help desk design; HVAC synthetic additives for reducing the carbon footprint; fundraising strategies for not-for-profit organizations; call center consulting to improve the customer experience, and conducted studies for white paper publications.
Understanding its causal effects and ultimately a solution to mitigate healthcare-acquired infections was the focus and target of this project. Growing up as a child in Africa, she saw firsthand how infections destroy lives, cause untold suffering and compromise the family, the village, and the country with far-reaching impacts on the economy and success.
She studied French at Oxford College, United Kingdom, and completed numerous studies in leadership and information management technology and executive Finance and Accounting at McGill.
Welcome on board Dina, and here's to getting Up Close & Personal.
Q1: Where do you live?
DW: Roswell, Georgia
Q2: What was your journey to 4xi?
DW: I heard about 4xi from my brother-in-law and did some research about the company. I fell in love with the mission, the vision, the members and decided to reach out to see where and how I could contribute. I am delighted to be part of the team.
My focus is to help grow the 4xi business; to learn and introduce the programs that 4xi has developed; to share them with passion. I don’t hard sell anything! I listen, ask, and understand the customer’s story. I solve problems and identify opportunities to help the customer flourish!
"Seek First to Understand, Then to Be Understood." -Stephen Covey
Q3: Why is growth so important and how can you make a difference?
DW: Growth means the 4xi offerings are adding value, being adopted, and more importantly contributing to the health and welfare of the customer’s own growth. Every time a customer wants more of what we have, it confirms that our solutions are making the world a more successful place one package at a time. Constant growth comes from customer feedback which is welcomed, solicited, and embraced. Better solutions are driven by changing needs.
I bring a deep commitment to adding value. I have an inter-dependent relationship with my customers. Their success is my success. My approach to honoring the clients of 4xi is to bring my business acumen with me, not just my sales cap. The term Win-Win has many interpretations. For me personally, Win-Win means the customer and 4xi benefit with growth for both being achieved
"Growth today hinges on sharing curated information; providing relevant and pertinent solutions and learning how to ask better questions."
Q4: How does customer care help organizations succeed and why does it appeal to consumers?
DW: When a customer chooses you as their provider; when they spend their money on your solution or product it is because you and your product or services impressed them. The sale itself is just the beginning. The long-term journey to affirming to the customer that their decision was correct is what customer care is all about. When a customer feels understood; when their reason for contacting you is resolved quickly and with respect; when the product or service makes a difference in their world, customer care is in action, at its best.
The appeal to consumers is knowing that if they encounter a problem, it will be solved; if something underperforms it will be rectified and more importantly, their experience with you confirms to them that their business is ‘good’ business to you.
Acknowledging the value that retaining a customer is as important, and, in many cases more important than gaining new ones, means the focus is always on the customer experience. Word of mouth has always been, and will likely continue to be, the best way to garner new business.
Every interaction with a customer could result in dozens of tweets, a host of posts, a raft of new followers, and warm engaging responses. Customer care is the fuel that drives success and profit.
Q5: If you were invited to a dinner party of 10, who would you invite?
DW: An ideal dinner party for me would be outside in the Rocky Mountains around a campfire, dining on great food, looking up at the stars, listening to music, and sharing stories. When you remove formality, you elicit ease and grace.
My guests would be an eclectic group of artists, impact masters, and scientists who have made the world better in beautiful and extraordinary ways. The buffet would comprise dishes treasured by each guest. A family favorite, a cultural tradition, or their own personal comfort food. All with exciting explosions of flavor.
The meal would be set on trestle tables covered with white table cloths, decorated with a sprinkling of gold nuggets and quartz rocks from the surrounding mountains. These minerals from mother earth need to be carefully chosen and taken back into their pockets. A Gratitude Rock, a reminder of nature at her best, or as a memory of stories shared under a full moon on a crystal-clear night in the Rockies.
A selection of bread from each continent at one end of the table with famous divine desserts at the other. A selection of wines from each continent for the guests to experience and savor. Plates and wine glasses crafted by local potters from Colorado clay and baked into rustic forms.
Breaking bread and giving thanks in an extraordinary setting gives each guest an opportunity to be themselves and leave the ceremony behind.
For the guest list, CS Lewis holds a special place in my heart, and having him regale us with stories would be a night to be remembered. Itzhak Perlman playing his Stradivarius under the milky way would leave us all entranced. Winston Churchill, because who can resist the presence of pure resilience mingled with the soft wafting smell of cigar smoke. John Denver, because he is John Denver and we are in the Rockies – ‘nuff said'. The Dalai Lama with his wisdom and tinkling, melodic voice chatting away in delight. Dr. Joe Dispenza for his gift of healing. Listening to him would ignite in each guest a sense that hope is all around us; all we have to do is grasp it and know we are changing the world by changing ourselves.
Galileo Galilei because with zero light pollution here in this sacred place in the Rockies, he, above all guests, knows every star and constellation. General George Patton for some robust character and passionate discourse. Sitting Bull wove the power of the warrior with the wisdom of the spirits into a leader that to this day is admired, revered, and quoted. Finally, Mother Teresa to keep us all grounded in the power that it is deeds of love not talk that fill our hearts with compassion for our fellow man.
"No matter how tasty the main dishes, how dynamic the wines, we have to have dessert. Let’s face it, as Mary Poppins puts it ‘a spoonful of sugar helps the medicine go down!"
Q7: What are the top 3 pieces of advice you would offer to our readers with regards to improving their approach to customer care?
DW: Number 1: Customer care isn’t about having it all sorted; having all the answers at your fingertips nor even a service or product that works 100% of the time, it is about listening with grace and fixing with honor and dignity. It is always about the journey, not the destination!
Number 2: Never assume that customer care or customer experience is in the hands of the front-line workers, or the call center staff. The customer experience is owned wholly and completely by every member of the company, from the Chairman on down. No one person is more or less important to the customer experience. We each make a difference and we each must keep our eye on the prize. Our customer!
Number 3: Customer care is a two-way street. It is as important for us to listen, engage and provide solutions for our customers as it is for us to listen, engage and provide solutions to each other. We are always stronger together and sharing insights from outside and inside is critical to making the processes, products, and services better and more valuable to the customer. Innovation is not a moment in time or a flash of brilliance, it is an open dialogue of sharing, understanding, and collaborating to new heights, vision, and growth that happens one ‘connect’ at a time.
Q9: If you could change one thing, anything, what would it be?
DW: To find equilibrium in a culture of collaboration versus competition. When we study nature, we do not see the survival of the fittest, we see the sharing of resources with more compassion and heart than we ever dreamed of. From the hidden roots of trees deep underground that feed, communicate and support each other in the forest to mothers tenderly taking the abandoned orphans of other species to raise as their own.
"Collaboration is how we truly grow. Competition is how to innovate and to spur creativity and forward-thinking. It is business after all."
Q10: What is your favorite food or cuisine?
DW: So difficult to choose just one. May I have two? Mediterranean and Pho.
Thanks, Dina, nice to get to know you, and welcome to the 4xi family! We looking forward to driving Growth and making a real impact for the future.
4xi: Our strength is in the power of our collective
4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side creating an impact in the Human Experience (HX) for people at work, in education, rest, and at leisure.
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