March 15th, 2010
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:
- Focus on the right customers: Know what experiential outcomes matter most to you strategically-important customers.
- "Data Context” drives insight: How competitive analysis of "customer-perceived diagnostics” versus "actual diagnostics” creates unique insights.
- 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.
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Network, enjoy the informal interchange with professional colleagues, and come prepared to challenge the speaker with your probing questions.