Jacqueline Elizabeth Hunter is a leading figure in the marketing world and the founder and CEO of Brand Evolve Solutions, a cutting-edge marketing agency headquartered in Austin, Texas. With over 15 years of hands-on experience in branding, digital marketing, and strategic communications, Jacqueline has built a reputation for delivering custom marketing strategies that drive results for businesses in diverse sectors, including technology, retail, and healthcare.
Her academic foundation in marketing began at the University of Texas at Austin, where she earned her Bachelor’s degree in Marketing. Jacqueline later pursued her MBA at Northwestern University’s prestigious Kellogg School of Management, specialising in Marketing and Strategic Management. This blend of academic rigor and industry experience has enabled her to develop a keen understanding of market dynamics and consumer behavior, skills she puts to use in creating tailored marketing campaigns.
In 2015, Jacqueline founded Brand Evolve Solutions with a clear vision: to provide data-driven, creative marketing solutions that reflect each client’s unique brand identity. The agency has earned a strong reputation for its forward-thinking strategies, with a focus on brand development, digital innovation, and crafting memorable customer experiences. Under Jacqueline’s leadership, the firm has grown steadily, establishing itself as a trusted partner for companies seeking to enhance their market presence.
Committed to nurturing the next generation of marketing talent, Jacqueline actively mentors young professionals and is a vocal advocate for women in leadership roles. Her dedication to innovation, client success, and professional growth continues to shape the evolution of Brand Evolve Solutions, positioning it as a standout in the competitive marketing landscape.
Jacqueline, thank you for joining us today. Let’s start by discussing why enhancing customer experience has become such a central focus in your work. What sparked your interest in this area?
Thank you for having me! My journey in marketing has always been driven by a passion for understanding what customers truly want. Over the years, I’ve seen firsthand how consumer expectations have evolved, especially with the digital transformation we’re experiencing. I realized that while traditional marketing can attract customers, it’s the experience that truly retains them. Brands today are competing not just on products and services but on how they make customers feel at every touchpoint. This realization led me to focus on strategies that enhance customer experience, making it a central part of my agency, Brand Evolve Solutions.
With so much emphasis on customer experience (CX) these days, what do you believe are the key components of a strong CX strategy?
A successful customer experience strategy hinges on several key components. Firstly, it’s about understanding your customer deeply—what they need, how they behave, and what they value. This requires investing in data and analytics to gain those insights. Secondly, personalization is crucial. Customers want to feel that a brand understands them individually. Lastly, consistency across all touchpoints is vital. Whether a customer engages with you on social media, via email, or on your website, the experience should be seamless and cohesive. These elements, when combined, help build trust and long-term loyalty.
Speaking of data-driven insights, could you share how you leverage data to enhance customer engagement?
Absolutely! At Brand Evolve Solutions, we believe that data is the foundation of all effective marketing strategies. It provides us with a clear understanding of customer behaviors, preferences, and pain points. We use advanced analytics tools to gather data on how customers interact with our clients’ brands across different channels. This information allows us to segment audiences, tailor messaging, and create personalized experiences that resonate with specific customer segments. For instance, by analyzing user journeys, we can optimize the customer’s path to purchase, ensuring a smoother and more engaging experience.
You mentioned personalization as a necessity rather than a luxury. How can brands effectively implement personalization in their marketing efforts?
Personalization today goes beyond simply addressing customers by their names in emails. It’s about delivering relevant content, recommendations, and offers based on each customer’s past interactions and preferences. To do this effectively, brands need to invest in technology that allows them to track and analyze customer behavior in real-time. However, it’s also about understanding the nuances—like sending the right message at the right time through the right channel. When done correctly, personalization makes customers feel valued and understood, which can significantly boost engagement and loyalty.
With so many digital channels available, what advice would you give to businesses trying to manage multi-channel engagement effectively?
The key is to ensure consistency and cohesion across all channels. Customers should feel that they are interacting with the same brand, whether they’re on your website, social media, or speaking to customer support. At Brand Evolve, we emphasize creating a unified messaging strategy and ensuring that all platforms are integrated. This way, if a customer starts an interaction on social media but continues it via email or a phone call, the transition is smooth, and they don’t feel like they’re starting over. Investing in the right tools to track these interactions is essential.
You’ve emphasized the importance of customer feedback. How should businesses use feedback to improve their strategies?
Feedback is an incredibly powerful tool for growth. It’s like having a direct line to your customers’ thoughts and opinions. Brands should actively seek feedback through surveys, social media interactions, and reviews. Once you gather that information, the real work begins—analyzing it to identify trends, uncover pain points, and find areas for improvement. The next step is to act on that feedback. Customers appreciate when brands listen to their concerns and take visible steps to address them. It not only improves the experience but also strengthens trust and loyalty.
Building emotional connections with customers seems to be a priority for you. Why do you believe this is crucial in today’s marketing landscape?
In today’s saturated market, products and services can be easily replicated, but emotional connections cannot. Brands that can connect with customers on a deeper, more personal level are the ones that stand out. Storytelling is one of the most powerful tools we use at Brand Evolve to build these connections. It’s about sharing your brand’s journey, values, and mission in a way that resonates with your audience. When customers feel emotionally invested in a brand, they’re more likely to become loyal advocates who not only buy from you but also spread the word.
You’ve worked extensively with teams to improve customer experience. How important is employee training in achieving CX excellence?
Employee training is absolutely critical because your team is often the face of your brand. They’re the ones directly interacting with customers, so their understanding of your brand values, products, and customer service standards needs to be top-notch. At Brand Evolve, we emphasize continuous training to equip our teams with the skills and knowledge they need to deliver exceptional customer service. This includes everything from product knowledge to effective communication and problem-solving skills. When your employees are empowered and confident, it directly translates to better customer experiences.
You’ve achieved so much with Brand Evolve Solutions. What has been your proudest accomplishment to date?
There have been several moments that I’m incredibly proud of, but one that stands out is a campaign we developed for a healthcare client. We were able to significantly boost patient engagement through a multi-channel digital strategy. Seeing the positive impact on patient outcomes was truly rewarding. Another proud moment was expanding our services to include more data-driven solutions, which have helped our clients achieve tangible growth. But honestly, my proudest moments are when I see the positive feedback from clients and the results they achieve. Knowing that we’ve made a difference in their success is the most fulfilling part.
Finally, Jacqueline, what’s next for you and Brand Evolve Solutions? What can we expect to see in the coming years?
I’m incredibly excited about the future! We’re continuously exploring new ways to innovate, especially as digital marketing evolves. One of our key focuses moving forward is sustainability. We’re working on incorporating more eco-friendly marketing strategies, helping brands align with today’s conscious consumers. Additionally, we’re looking to expand our mentorship programs to support young marketers and women entrepreneurs. My mission is to not only help businesses grow but also to make a positive impact on the community and industry as a whole. The journey has just begun, and there’s so much more to come!
About The Author
