I am Business over Broadway (B.O.B.). My professional life is dedicated to sharing my knowledge of customer feedback programs (VOC, customer experience/loyalty programs) and the scientific method to anybody who wants to listen and learn. I conduct research on customer feedback programs, customer experience / satisfaction / loyalty measurement and have published books on these topics (Beyond the Ultimate Question and Measuring Customer Satisfaction and Loyalty). I provide consultation services to companies to help them improve the customer experience, maximize customer loyalty and accelerate business growth.
I have over 20 years of consulting and research experience in enterprise and midsize companies, including Oracle, Agilent Technologies, Sophos and Virtual Instruments, Netsmart Technologies and Genstar Capital. I have managed customer satisfaction research as an employee to Fortune 500 firms, and as an independent consultant. I have published numerous articles in both scientific and trade journals and presented research at national and international conferences on the measurement of customer satisfaction, employee empowerment, and employee perceptions of workplace safety.