About the author

JV 250 pxl

Johanna Vesterinen

  • Founder of XperienceFocus, trainer, writer and consultant helping companies focus on developing delightful customer experiences
  • Background in the international business environment
  • Over 30 years’ experience from both global corporate life and from businesses of various sizes in different industries
  • Coauthor of over ten study books, handbooks and guides, published in Finland, Sweden and Germany
  • 1998-2012: global roles in Corporate Competence Development, Quality and Customer Intelligence organizations at Nokia
  • 2008-2012: leading Customer & Operator Feedback and Net Promoter Score Operations teams at Nokia, where the team was recognized with Nokia Excellence Award
  • 1981-1998: Training Manager, Head of Department, Vice President at FINTRA, the Finnish Institute for International Trade
  • M.A. from the University of Helsinki
  • Net Promoter┬« Certified Associate