Baumgarten’s expertise is in developing customer experience management programs and related products. During her nine-year tenure as communications and customer experience director at Shea Homes, she was instrumental in managing the translation of customer satisfaction feedback into action plans for managers and front-line associates throughout the organization. In addition to spearheading Shea Homes Southern California Division’s customer experience initiatives, Baumgarten wrote and co-facilitated the division's customer service training and developed a program designed for customer service professionals representing homebuilding trades. She is a certified facilitator for FranklinCovey's "Four Disciplines of Execution" and is a certified member of the California Award for Performance Excellence Board of Examiners and as a judge for the California Team Excellence Awards, both Baldrige-based organizational performance assessment programs.
Eliant, Inc. is the largest consumer research company in the country that caters exclusively to the building industry, conducting over 300,000 homebuyer surveys annually. Eliant's consumer tracking tools and information management systems provide builders with timely, actionable information and strategies to improve the homebuyer's experience thereby dramatically increasing homebuyer satisfaction and building-industry rankings. Go to http://www.eliant.com for more information.
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