Testimonials
Gar Lee: Chief Experience Officer
"Will would be a major asset to any customer education or training role needing to simplify sophisticated products. His strategic mindset, hands-on experience, and creative aptitude equip him perfectly to build exceptional, leading experiences that drive user proficiency. Will gets my highest recommendation."
Wilson Brown: Customer Success Manager
"I had the pleasure of being directly managed by Will Feetham between 2020 and 2022. Without a doubt, Will was the most supportive, encouraging, and thoughtful manager I have had the pleasure to work with during my professional career. His dedication to customers, ability to solve complex problems, and clearly articulate complex information to all relevant stakeholders is beyond compare. He singlehandedly helped develop and maintain key company policies, customer support procedures, internal and external facing content, while simultaneously assisting multiple departments - from Sales to Product. Will was not only a wonderful manager, but a genuine mentor, and any team would be lucky to have him onboard as a contributor and leader. "
Eric Johannsen: CTO, Author
"I recommend Will based on his work at GrowFlow. He's outcome-oriented and great at his job. Get to know him if you're hiring for something in his wheelhouse."
Bob Bishop: Owner Bishop Orchard
"Will is one of the smartest people I've ever worked with. He did a great job for us. We were sorry to see him leave but we're happy he's on to bigger and better things."
About Will Feetham
Introduction
Will Feetham is a passionate and innovative customer experience expert with a unique background that blends entrepreneurship, global exploration, and a commitment to empowering learners. With a career marked by significant achievements and a non-traditional path, Will brings a wealth of diverse experiences and a deep understanding of effective CX strategies to every project.
Professional Journey
At the age of 20, Will made the bold decision to forgo a traditional college education and instead founded a successful cannabis cultivation business. Driven by a fascination with the intersection of botany and technology, he demonstrated exceptional self-motivation and a keen ability to dive directly into his interests. This entrepreneurial spirit laid the foundation for a career characterized by continuous learning and innovation.
As the head of the Knowledge Department at GrowFlow, Will designed and implemented a comprehensive self-guided training program that revolutionized the company’s onboarding process. By building a robust video learning management system (LMS), delivering live virtual training, and creating self-guided content, he reduced onboarding costs by 30% and enhanced customer retention, saving the company $696K in annual recurring revenue (ARR) in 2021. His work in collaborating with the product team to enhance customer education based on usage data and direct feedback significantly improved the user experience.
In his role as Compliance and Operations Manager at Bishop Orchard, Will developed training protocols and authored over 100 pages of standard operating procedures and work instructions adopted by a 25-person staff. His leadership extended to overseeing all aspects of regulatory compliance, cultivation, processing, branding, packaging, and managing external partnerships and sales teams.
Global Perspectives and Adaptability
Will’s extensive travels to 19 countries, including extended stays in Guatemala, France, Vietnam, Cuba, and Italy, have profoundly influenced his approach to customer experience design. Immersing himself in diverse cultures and learning environments, Will has honed the ability to rapidly adapt to new situations, communicate across cultural and language barriers, and approach problems with a fresh perspective. These experiences have strengthened his resilience, openness, and appreciation for different viewpoints, all of which enhance his effectiveness as a CX expert.
Key Skills and Strengths
Through managing large teams and running a business, Will has developed critical skills in empathy, strategic planning, training, mentoring, and delivering effective feedback. His resilience, adaptability, and quick learning abilities make him ideally suited for roles that require rapid acquisition and dissemination of new information. Will’s gritty, persistent mindset and deep respect for diverse life experiences allow him to design customer experiences that are both impactful and inclusive.
Passion and Vision
One of Will’s most rewarding experiences was hearing from clients at GrowFlow who found the company’s software training program to be the easiest part of running their business. Empowering people to grow, meet their goals, and succeed is a driving force behind Will’s passion for customer experience design.
Looking to the future, Will aims to continue enhancing his skills to make a greater impact on people’s success. He is particularly focused on helping individuals develop a growth mindset and designing learning experiences for new industries and learner profiles. Will envisions a future where self-directed learning significantly enhances human well-being by making new skills accessible to billions of people, and he is dedicated to being a part of this transformative movement.