Pioneering in consumer satisfaction information

Finnbarr O’Neill, CEO of J.D. Power and Associates, talks with Robert Reiss about pioneering in consumer satisfaction information [ surveys ], getting to the root causes of issues, and empowering the client-side to act on findings. O’Neill gives [ offers ] some specific examples demonstrating the value of well designed surveys, and touches on the application of social media and mobile communication devices pertaining to customer satisfaction studies. Buttressing O’Neill’s statements about ROI, he cites facts to make his point.

Interview Aired: 08/29/2010


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