More Reasons to Choose the Experts...

Read what service-driven professionals say about
Customer Experience Experts and its President, Nancy Draude.


Nancy is a professional of upstanding character. She is conscientious, caring, hard working and has an amazing ability to remember details and important facts about the people she comes into contact with. Nancy is a tireless worker and is committed to providing insight and resources to an organization in order to delivery an exceptional customer experience.

- Beverly Wise, Chief Human Resources Officer, Susquehanna Bancshares

Customer Experience Experts understands bottom-line issues. They know that service leaders can charge 10% more for their products, yet grow twice as fast as their competitors. Their program has bottom-line impact.

- Kent Stickler, President, CEO, Stickler Learning, National speaker and trainer of sales, service and leadership skills

Any company looking to measure and quantify how well they are serving their customers should contact Nancy at Customer Experience Experts. She not only lives and breathes customer service, but has the background and knowledge to assist her clients in developing customer measurement programs, which will lead to employee behaviors that produce bottom line results. Nancy is a class act and a pleasure to work with. I would not hesitate to recommend her to anyone.

- Craig Rodenberger, Marketing Director at Ephrata National Bank

Nancy, President of Customer Experience Experts, is a detail-savvy, results oriented manager. She is extremely organized and people oriented. She has always impressed me as being at the cutting edge of whatever she tackles. It has been rewarding to know her.

- Dusty Rees, Owner, Frederick Lee & Lloyd, Inc., Digital Studios

I have worked with Nancy for 25+ years as an expert professional in the marketing field. Most recently Nancy, through Customer Experience Experts, has served as a consultant for my company providing customer satisfaction mystery shops with excellent results. I would highly recommend her services to other companies.

- Michelle Paulnock, SVP Operations at Orrstown Bank

Nancy Draude? Here's what comes to my mind about her: upbeat, positive, professional, respectful, energetic, assertive, fun and passionate. I've worked with Nancy for ten years ever since she became a certified L.E.T. Trainer and it's been a mutually-satisfying relationship since day one. I can count on her timely reply and feedback and to always do the right thing. Her enthusiasm is never ending and while we never worked together at a company, I have a feeling she could accomplish the work of ten people. She's aces.

- Michelle Adams, VP at Gordon Training International, Specializing in Leadership Effectiveness Training for corporate executives and their managers

Nancy has brought an innovative approach to Mystery Shops. The shops have enabled our bank to measure and quantify the effectiveness of our customer service initiatives. In 2010, Fidelity Bank was recognized by our local chamber of commerce as providing the best customer service in Lackawanna County. Nancy's efforts, through Customer Experience Experts, were a significant contributor to the Bank receiving this award.

- Dan Santaniello, President & CEO, Fidelity Deposit & Discount Bank

Nancy's company, Customer Experience Experts, provides excellent customer service feedback tools and supporting training programs that are tailored to specific client needs. She has terrific interpersonal and presentation skills and works diligently to exceed client expectations.

- Paige Turk, Human Resources Consultant, SVP/Senior Consultant, J. L. Nick & Associates, Inc.

Nancy is a pleasure to work with. Her genuine concern for her clients' success drives her work. She is always thinking of ideas beyond the basic assignment, and has enhanced each project she has done for me. I have worked with Customer Experience Experts on several projects and plan to work with them on many more.

- Jeane Vidoni Coyle, Chief Administrative Officer, First Federal of Bucks County

The team at Customer Experience Experts has a results-oriented approach and ability to bring out the best in others, which translates into success. Nancy Draude has always inspired me with her energy, problem-solving ability and dedication.

- Christina Cox Partner/Creative Director, TCG Advertising & Design

No one knows and understands the bank customer better than Customer Experience Experts. They excel in motivating employees to provide exceptional customer service. They can positively impact the results of any marketing program with their strategic insights and direction. I worked with Nancy for many years when she led the Marketing Department at Bank of Lancaster County/Sterling Financial. Nancy was a key ingredient in the Bank's strong growth and stellar reputation. Nancy's inspiration and energy elevated both the bank's level of professionalism and quality of service which helped transform the organization to top rated bank in the area.

- John Havrilla, CEO/Owner of Havrilla Group

I think it's Customer Experience Experts's exceptional level of knowledge and creativity that makes their programs so tremendously successful. They understand what it really means to deliver the kind of customer service that can set you apart from your competition.

- Charlie Funk President & CEO, MidWestOne Bank

Nancy is a creative "action-oriented" leader with fresh ideas and the ability to collaborate. She led the marketing effort for one of the most respected community banks in the commonwealth.

- Robert Shoemaker, President of the Lancaster Alliance, formerly Business Services Leader/SVP for Bank of Lancaster County

Nancy's company offers full valuable marketing services including mystery shopping to community banks. I talked to several other bankers who used her services and all spoke highly of her professionalism and client delivery.

- Diane Brown, EVP of First Savings Bank of Perkasie

Customer Experience Experts specializes in identifying and setting up the programs necessary to position your organization for success. I worked with Nancy for 5 years at Bank of Lancaster County. She was the senior executive in charge of marketing and I was Vice President of Business Development. During our time working together, I came to respect Nancy for her creativity, results orientation, dedication, commitment and ability to generate a "wow" experience for the customer. She has the unique ability to develop campaigns that create image, generate sales & profits, and make the customer feel valued while engaging the employees in a cause they believe in.

- John C. Boyer, Jr., Senior Regional Representative, Hope International

Professional, talented, reliable and strives for excellence - this is how I would describe Nancy Draude.

- Richard H. Albright, Jr., D.D.S. Owner, Albright Orthodontics and former member of the Board of Directors of Sterling Financial Corporation

The enthusiasm and genuine sense of caring Nancy Draude displays are not just sales strategies. This is Nancy's true character on a day-to-day basis.

- Jan Agnew Groft, Retired Business Owner (Groft Design) and Entrepreneur

I've had the pleasure of knowing Nancy for a number of years and highly recommend her company, Customer Experience Experts. She is deeply experienced in financial services and understands how to build a successful sales culture. Nancy provides timely and relevant information that helps to measure employee performance and improve customer-focused programs. She is a consummate professional, compassionate and generous which enhances her ability to work with diverse teams across broad industries.

- Matt Weaver, Account Manager, Financial Services - IMRE

Working with Nancy greatly focused my attention to important details of customer service. She is quite insightful and gets measureable results.

- Leo Kloss, Energy Consultant at Insource Power, Inc.

Nancy is the ultimate enthusiastic professional! Her knowledge of marketing and providing the highest level of customer service gives her an expertise that will be valuable to many businesses. I have personally experienced her ability to develop, train and evaluate the interaction between the customer and a business at various contact points. Her knowledge and experience turns into valuable execution for your company because of her enthusiastic attitude.

- Thomas Mayer, Owner, TC Mayer Associates

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