Passionate about improving the customer experience, Sara Goertel's expertise lies in uncovering customer needs and insights and using those learnings to drive strategy across the touchpoints of an enterprise. Since founding SNG in 2005, Sara has used her background in organizational development and change management to operationalize customer-focused vision and strategy throughout client organizations. She is an expert in customer journey thinking and pioneered the development of various journey and touchmapping methodologies. During her seventeen years with SNG, Sara has worked with leading companies such as Volkswagen of America, Volkswagen AG, Audi of America, Porsche Cars North America, Shiseido, Royal Caribbean International, Regent Seven Seas Cruises, Smart & Final, Maserati, Moose Knuckles, The Children’s Place, The Vitamin Shoppe, The Shade Store, Weleda, Take Care Health Systems, CVS/pharmacy, Saks Fifth Avenue, Lord & Taylor, AmeriCares, Windsor Fashion, PepsiCo, Tory Burch, Diageo, and Bayer AG, among others.

Sara was formerly a Senior Consultant with Peppers & Rogers Group. During her seven years with Peppers & Rogers Group, she led engagements for clients such as Ford Motor Company, SAP, Verizon, Wyeth, Sony, Marriott Vacation Club International, BMW, International Trucks, Citicorp and Radisson Seven Seas Cruises. Prior to joining Peppers & Rogers Group, Sara was a Senior Business Analyst with Marketing Corporation of America in their Management Consulting Group.

Sara is a skilled executive coach, as well as a facilitator of workshops, planning sessions and focus groups with management teams and customers. She is a Burke Institute trained moderator as well as an ICCR trained mediator. She particularly enjoys focusing on customer experience management, customer journey, loyalty and change management themes. 

Sara graduated magna cum laude from the University of Pennsylvania, and earned her M.A. in Organizational Psychology from Columbia University.