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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.
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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:
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Focus on the right customers: Know what
experiential outcomes matter most to you strategically-important
customers.
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“Data Context” drives insight: How
competitive analysis of “customer-perceived diagnostics” versus
“actual diagnostics” creates unique insights.
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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.
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