I take a thoughtful approach to solving your customer experience and business analytics problems. I adhere to scientifically accepted research practices and apply my 20+ years of training and consultation experience to help formulate an effective solution. While I do not claim to know everything, I approach all problems with a scientific eye and create solutions that are based in reality and that are verifiable.
My research expertise includes:
- Customer Experience Management: designing customer experience management (CEM) programs that are based on scientifically-derived best practices
- Customer Survey Development and Use: helping you understand your customer feedback program’s strengths and areas needing improvement
- Research Designs: designing research projects to help you critically evaluate your business hypotheses, using both experimental and quasi-experimental designs
- Quantitative Methods: Applying appropriate statistical methods to ensure results (e.g., trends, differences) in your data are meaningful, real and valuable
- Regression Analysis
- Factor Analysis
- Multiple Regression
- Analysis of Variance
- Cluster Analysis
