Susie Pecuch headshot

Susie Pecuch

Susie Pecuch is an expert on getting your customers to do the marketing for you! For over 20 years, she has helped world-class companies strengthen their bottom line by moving
customers from loyalty to advocacy. Susie designs brand and performance strategies that bring your brand to life within the company. And, she has a unique approach to mystery shopping that allows you to stand in your customer’s shoes to find out what they are saying, and to zero in on the impact points to ensure that the story they are telling about you – is the one that you want them to tell!

Susie’s clients represent a variety of industries and world-class brands including:
Disney, NIKE, Singapore Airlines, NYU Clinical Cancer Center, IHM Business School – Stockholm Sweden, Six Flags Theme Parks, Achieva Credit Union and The Leading Hotels of the World. She also works with small business and entrepreneurs.

At Walt Disney World, Susie shared Disney’s strategy to create a branded culture and world-class service with business leaders attending The Disney Institute. She was on the team that designed The Disney Institute and its’ curriculum. She facilitated the three and four-day conference programs on The Disney Approach to Quality Service, People Management, Communication, and Marketing. She marketed the Institute programs and conducted keynote speeches around the country.

Susie also worked at The Walt Disney World – Disney University – the internal training branch. She designed the grand opening training curriculum for the Disney-Hollywood Studios Theme Park and Euro Disney’s Expatriation and Repatriation training for US employees who opened the park in Paris.

As NIKE Retail’s Global Training Director she led the internal brand strategy to enhance sales, service and NIKE’s image in three retail concepts around the globe: NIKETOWN, NIKE Stores, and NIKE Factory Outlets. The strategic initiative included measuring the customer conversation and designing NIKE Signature Service Standards. Her team created the NIKE Retail Global Business Academy, offering service and leadership training to open stores and to prepare leaders to deliver the NIKE Brand around the world.

Working with Singapore Airlines she helped to create the Singapore National Quality Service Centre – a customer service training for the nation, based on the world-class service of Singapore Airlines.

She received a BA in Communication from the University of Pittsburgh and completed her Masters studies in Organizational Psychology at the University of Manchester – in the United Kingdom as a Rotary International Foundation Ambassadorial Scholar.

Her life highlights include snorkeling on the Great Barrier Reef in Australia, hiking into the rainforest to see the lowland gorillas in the African Congo, being at the Berlin Wall in Germany during the opening of the Brandenburg Gate and bungee jumping off of a 275-foot bridge in New Zealand.
“You don’t build it for yourself, you know what the GUESTS want and you build it for them.”  Walt Disney


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