Jay Mandel / Customer trust, strategy & delivery
I help your team align what you promise with what customers experience, choose clear priorities, and put improvements into practice.
Experience inside
Start with a useful question
Seven principles connect the promise to the way your business operates.
A clear offer. A smooth handoff. A helpful response. Examine the evidence and choose the improvements that will strengthen customer trust.
Find the part of your customer experience you want to improve.
Connect the promise, the experience, and the person who can act.
Take a specific customer problem into a paid diagnostic.
See the work
Coaching since 2022
Career direction, executive communication, and leadership planning.
Positioning & digital experience
Clearer positioning and websites for clients and candidates.
Work with Jay
Start with a Customer Trust Diagnostic.
We examine one customer workflow, review the evidence with your team, and identify up to three priorities with owners, baseline measures, and an implementation plan.
Plan for about two weeks once people and records are available. We agree on scope, timing, and fee before starting. Implementation and ongoing reviews have their own scope.
I lead the work and bring in specialists when the project calls for them. We confirm their roles, availability, and costs with you.
The thinking behind the work
My articles connect brands, business decisions, and everyday experiences to the promises behind them.
These Are the Breaks is my freest writing on culture, city life, and everyday absurdity. Nothing off limits. The same curiosity and candor inform my client work.
The person behind the work
Corporate experience taught me how systems work. Independent work, Uber Eats deliveries, and family advocacy taught me where they fail.
I question other people’s promises—and hold myself to mine.
Meet the person behind the workFrom truth to action
Bring one opportunity to improve. We’ll discuss a useful first step.