Method

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