Print Page  |  Contact Us  |  Your Cart  |  Sign In  |  Join IMC USA
IMC DFW Management Consultants Forum - Beyond Standard Customer Satisfaction Reports
Share |

Management Consultants Forum home page

Management Consultants Forum

Dallas Fort Worth Chapter

     
 

   
March 15th, 2010
 

Mark Miller 

Mark Miller is Senior Director, Certifications and Solutions, Global Services and Emerging Industries Division, J.D. Power and Associates. He currently leads the following initiatives for J.D. Power and Associates: Certified Call Center, Certified Technology Service and Support, Distinguished Insurance Agency Program and Solutions where he directs all performance improvement consulting engagements for the company’s non-automotive sectors.

Miller has more than fifteen years of consulting experience with B2B and B2C clients. He began his career with J.D. Power and Associates in 2000, and consults with executives across multiple industries to help improve customer satisfaction and operational performance. He has a bachelor’s degree in Journalism from the University of Texas at Austin and a Masters of Business Administration in Marketing from Regis University.
 

 

 

 

 

 

   

Beyond Standard Customer Satisfaction Reports
Using VOC and Operational Data to Create Meaningful and Actionable Insights

How important is the voice of the customer (VOC) to ensuring that the insights and results that you provide to your clients is actually helping them to be more profitable?

At J. D. Power and Associates it is not only important, it’s the thrust of their primary goal "To be the premier source of actionable VOC insights and tools that help clients become more profitable.”

On Monday, March 15, the MCF dinner meeting you will find out just how J. D. Power does this—by a "closed-loop, continuous performance improvement process” based on the voice of the customer.

Mark Miller, Senior Director of the firm’s Global Services and Emerging Industries Division, will share with us the three key principals used that can help management consultants create and manage their own closed-loop continuous improvement process utilizing VOC data and operational data analysis to create meaningful insights that will provide the correct allocation of scarce resources to initiatives that yield superior ROI. The three principals he will detail are:

  1. Focus on the right customers: Know what experiential outcomes matter most to you strategically-important customers.
  2. "Data Context” drives insight: How competitive analysis of "customer-perceived diagnostics” versus "actual diagnostics” creates unique insights.
  3. Test, measure and validate: Use tracking programs to test and validate before large-scale rollout.

Mr. Miller will share examples and discuss how to execute on each principal to deliver the insights that will help your clients be more profitable and will help you be more successful in your practice.

 

register on-line today - CLICK HERE

Register NOW !  Mark your calendars !

Network, enjoy the informal interchange with professional colleagues, and come prepared to challenge the speaker with your probing questions.

 

 

 

 

 

NEW LOCATION      

Crown Plaza Hotel at 14315 Midway Road in Addison, TX (between I-635 and Belt Line.) Click here for interactive Google Map
  

  
TIME / RESERVATIONS    


           

 
Date:

Networking & Dinner:

Program:

Cost:
March 15th, 2010

5:30 - 6:30 pm

6:30 - 8:00 pm

Members:
$30 – 3 business day advance
$35 – 1 business day advance
$37 – same day / at door

Visitors and Guests
$40 – 3 business day advance
$45 – 1 business day advance
$47 – same day / at door
 
Reservations:  Online or Ken Langley - 214-256-3279  Ken.Langley@SchooleyMitchell.com
 
  

IMC DALLAS/FORT WORTH    www.imcdfw.org                IMC USA    www.imcusa.org

CHECK OUT IMC-DFW'S PRACTICE DEVELOPMENT WORKSHOPS
Monthly on the First Wednesday 7:30 AM

Community Search
Sign In


Forgot your password?

Haven't joined yet?

IMC USA Calendar

12/13/2016
IMC NCR: 2016 Annual Holiday Party

12/19/2016
IMC NorCal 2016 Holiday Party

12/20/2016
December C2M Live "When Good Enough Isn't: What You Can Do to Elevate Your Consulting Competency"

Message from the Chair
Loraine A. Huchler CMC FIMC2016 IMC Fellow Award Recipient
Gayle Carson CMC CSP FIMC2016 IMC Fellow Award Recipient