Susan Piotroski has over 20 years of experience designing and implementing high impact marketing and customer focused business strategies for leading U.S. and global companies.  She has consulted across a broad range of industries and customer related issues to help clients drive growth and value.  Her focus includes strategic growth assessment, needs/value based market segmentation and targeting, differentiated brand positioning, innovative value proposition/product development and creating optimized customer experiences and effective/efficient marketing communications and media spend. She has had the privilege of working with clients in financial services, healthcare, communications and high technology, retail, consumer packaged goods, hospitality, energy as well as other industries for both b-c and b-b customers. Susan’s consulting work typically includes generating deep customer analysis and insights using state-of-the-art primary and secondary research methods, statistical modeling, buyer behavior analysis and mining a wide range of customer data from both on and offline sources.

Prior to her Of Counsel role with HawkPartners, Susan was a Senior Executive and Lead of the Market/Customer Strategy Practice at Accenture. At Accenture she served a range of U.S and global clients directly and helped develop the toolkit of customer analytic methods and approaches to assist our clients in marketing and customer growth strategy across the firm. Susan was also the head of Customer Strategy Group at IXL Enterprises (a one time leader in internet consulting) and was a Partner in Customer Strategy at Mercer Management Consulting (now Oliver Wyman) where she began her consulting career.

Susan has written a range of articles and is frequently cited on the topics of marketing analysis and strategy. Among her recent work is “Seven Lessons of Building a Winning Brand in China” (Strategy and Leadership, 2010) and “Trust in Brand Building” to be published in 2011.  Susan has also chaired/spoken at two national conferences on Customer Experience and Loyalty, presented at the annual NetPromoter conference and at the Wharton Business School Marketing conference. Her work has been cited in the Wall Street Journal, Harvard Business Review, Business Week and other media.

Susan has a B.S. from the Pennsylvania State University and a Ph.D. and M.S in Applied Statistics/Quantitative Methods from the University of Pittsburgh.