Aren’t we all really in the customer experience business? During the 20+ years in residential real estate and corporate relocation, the #1 cornerstone of Jill’s business has always been the experience she and her team delivers. Little did she know that this strategy that would become a leading best practice for the world’s greatest businesses to survive in the future. This inspired Jill to interview big business as well as top CX professionals who are leveraging strategies to deliver a superior customer experience, and to share their stories with the business community at large. Join Jill every third Wednesday at 10AM at CXRadio.online.
Mike Gomes is Cortland’s, and the multifamily real estate industry’s, first-ever Chief Experience Officer. In his role as CXO, Mike oversees marketing and communications, design (architecture, interior design and product design), and innovation teams, and he works across all of Cortland to align the entire organization around a forward-thinking resident and community experience.
Prior to joining Cortland, Mike served as SVP, Fan Experience for AMB Sports and Entertainment (AMBSE), the parent company of the NFL’s Atlanta Falcons, Atlanta United of MLS, and Mercedes-Benz Stadium. He helped achieve industry-leading results through the design and implementation of innovative strategies and programming that enhanced the game and event day experience for fans and guests of the new stadium. He also oversaw marketing and brand management for the Falcons and the Stadium as well as game-day and special event multimedia production, creative services, mobile applications, and retail across all three brands.
Prior to joining AMBSE, Mike enjoyed a more than 20-year career with Walt Disney Parks and Resorts. During his career he held a variety of executive leadership roles overseeing the strategic development and launch of several new guest experience enhancements, including new products, services, and events at Walt Disney World and other Disney theme parks across the world. He has had responsibilities overseeing product management, business development, website and mobile applications development, ecommerce, and operations. He has also been named on three US patents.
Brian Ericson is the Vice President of Marketing Insights and Technology for Cortland. He works to develop a deep understanding of who Cortland’s residents are and what makes them love their living experience, leveraging primary research and the Kingsley resident satisfaction program. His team is responsible for enhancing Cortland’s digital reputation, through actively managing and soliciting online reviews. His team also recently led a complete re-launch of Cortland’s website platform and manages a variety of pilot programs for customer-facing technologies.
He previously spent 8 years in global loyalty program development at IHG (InterContinental Hotels), including a two year assignment in Bangkok, Thailand. He earned his MBA from Kellogg (Northwestern).
About Your Host
Jill Heineck is a leading authority on corporate relocations, and is highly sought after for her real estate industry acumen and business insights. As a published author, frequent panelist and keynote speaker, Jill shares her experience and perceptions with people from around the globe.
Jill is a founding partner of Keller Williams Southeast, established in 1999, and the founder and managing partner of Heineck & Co. Her real estate practice specializes in corporate relocations, individual relocations, luxury residential, and commercial properties. Jill’s analytical approach to problem-solving, along with her expert negotiation skills and sophisticated marketing, deliver superior results to her clients. Her winning strategies and tenacious client advocacy have earned her a reputation for excellence among Atlanta’s top producers.
While Jill has received many accolades throughout her career, she is most gratified by the personal testimonials and referrals she receives from her clients. Jill’s unwavering commitment to the customer experience, and her focus on the unique needs of each client, serve as the foundation of her success.
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