In the early days of the web (1999), Kim developed customer-centric strategies by listening and aligning with customer evangelists. She grew customer engagement, word of mouth and was able to build spirituality.com to one million users.In 2004,Kim was the Director of Customer Service for a global not-for-profit organization, where she managed a staff of 30 and improved customer service levels and retention while re-organizing and revamping the goals of the department.
By 2007 she was Director of Web Marketing at The Christian Science Monitor, a Pulitzer-prize winning newspaper, where she implemented several new revenue sources, grew engagement with existing customers via the web, and launched a successful voice of the customer program.
Since that time, Kim has also worked at two start-up dot coms, Internships.com and AssetAvenue.com (a commercial real estate crowdfunding website). Kim’s consulting experience includes working with two best-selling CX authors and consultants for a variety of Fortune 500 clients with a focus on Customer Journey Mapping and other customer-centric strategies.