Terri DeMent

Questioner
DISC Type : c

Director, Consumer Services at Nestlé Purina North America

St Louis, Missouri, United States

Overview

Terri DeMent is the Director of Consumer Services at Nestlé Purina PetCare, where she leads the companys customer engagement strategy. Recognized as a leader in her field, she holds an Executive MBA from Washington University in St. Louis and is described as an empathetic leader. She frequently speaks on building the contact center of the future.

Terri is deeply involved in advancing the customer experience profession. She serves on the advisory board for Customer Contact West and is the 2025 Chair-Elect for the Board of Directors at SOCAP International, a major association for customer care professionals. She is passionate about professional networking and community leadership within her industry.

In 2024, she was named one of the "25 Women in CX to Watch, " highlighting her influence and innovation in the field.

Personality Overview

Value Seeker

Price-Sensitive

Not Easily Convinced

While they don't hesitate to ask questions, they are generally risk-averse and tend to be late adopters.  They generally do not appreciate an overfriendly approach and prefer to stay to-the-point. They are more likely than others to negotiate on pricing and terms.

Topics They Care About

AI in Contact Centers
A frequent speaker on this topic, she presented Nestlé Purina's AI implementation roadmap at the VOX 2023 summit and leads industry discussions on leveraging AI for consumer services.
CX Strategy
Her career is dedicated to consumer services. She serves on the SOCAP International board and the advisory board for Customer Contact West, shaping industry-wide CX standards.
Employee-Centric CX
She has co-presented on the importance of an "employee-first culture, " emphasizing that people are still the most critical component of a great customer experience in the age of AI.

Media Appearances

Terri has no verified media appearances

Work History

11-2020
Director, Consumer Services at Nestlé Purina North America
2-2018 - 11-2020
Senior Manager, Consumer Services at Nestlé Purina North America
11-2000 - 2-2018
Manager, Consumer Services at Nestlé Purina North America
6-1996 - 11-2000
Supervisor, Consumer Services at Anheuser-Busch

Education

Executive MBA from Washington University in St. Louis - Olin Business School

More Information

Social Presence :

Prographics :

Exp : 29 Location : St Louis, Missouri, United States Job Level : Mid-senior Designation : Director, Consumer Services at Nestlé Purina North America
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Insights For Selling To Terri

During A Call Or A Meeting

DO's

  • If you have a lower priced product compared to the competition, call out the same
  • Share as much information as possible regarding your product
  • Back up any claims with data and numbers

DONT's

  • Don’t depend too much on anecdotal evidence, it reduces their confidence
  • Don’t try to be too friendly or informal with them
  • Avoid phrases like ‘do not worry about’, ‘no one compares to’ etc.

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Terri is

  • Confidence that the product provides ROI, effective pricing and process adherence matter the most to them.

  • Will you ever get a clear answer from Terri

  • It doesn’t come naturally to them but they can say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Terri move?

  • They can move at a reasonable pace while making their decisions if they have the necessary information.

  • Can Terri take some risk or not?

  • They can take risk if they are convinced that they have analyzed the circumstances well.


You And Terri

Personality Compatibility


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