Helping organizations build actionable insights and competitive advantage is my focus. As an advocate for 'Voice of the Customer', I provide leadership and expertise on how organizations can measure, recognize, and adapt to customer needs and intentions to optimize ROI. I’m an industry pioneer and proven executive, as well as, featured speaker and contributor on the subjects of Voice of Customer research, Digital Analytics, and Customer Experience Management.
I devoted 25 years to developing Customer Experience Management solutions. As a founding member of ipereptions in 2000, I've worked on hundreds of Voice of Customer projects with leading global brands.
Start with a free discussion to help validate needs, gaps, and opportunities in your customer experience management program. Each client situation is unique, therefore my engagements are quoted based on the scope of the following requirements.
1. Providing information
2. Solving a defined problem
3. Making a diagnosis
4. Making recommendations based on the diagnosis
5. Building a consensus and commitment around action
6. Facilitating learning
Time is our most valuable asset. That’s why when it comes to client selection, I'm choosy. I give each client the time and guidance they deserve to set them on a path to success.
Professional Values: Respect for ‘Voice of the Customer’, Commitment Based Management, Continuous Improvement, Integrity
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