CUSTOMER LIFECYCLE - Key Persons
Deborah brings advanced training in experimental and cognitive psychology and in research methodology to the solution of business problems as well as broad and varied experience in marketing research.
With more than two decades' experience as a researcher, she has conducted both qualitative and quantitative studies for a wide range of clients across a number of different industries including healthcare, pharmaceuticals, and animal health and the related part of agribusiness.
She was a senior researcher at Harris Interactive for thirteen years, both in Customer Loyalty and also in Healthcare. She also held senior positions at Mathematica Policy Research and RL Associates, owned an independent marketing research and consulting practice, and served as a faculty member in Psychology at Sarah Lawrence College.
Deborah earned a Ph.D. in Psychology at the University of Pennsylvania and a B.A. in Philosophy and Quantitative Methods in the Social Sciences from Stanford University.
Job Titles:
- Contributor
- Executive Marketing Scientist
Joan specializes in designing strategic research aimed at enhancing customer relationships and, ultimately, business performance. Her work addresses such issues as market positioning, segmentation, and modeling the impact of product and service improvements on market share and profitability. Her background includes advanced training in psychometrics and research design, along with years of public and private sector research and consulting.
She spent over 25 years at Harris Interactive (formerly as part of Total Research Corporation). As SVP, Director of Marketing Sciences she was responsible for the company's Advanced Analytics, Representativeness (sampling and weighting), Survey Design and Text Analytics divisions. Currently at Customer Lifecycle she designs research and applies advanced analytics to solve business challenges for our clients.
Joan is an active contributor to the marketing research profession. Her engagements include presentations, workshops and tutorials for The Conference Board, American Marketing Association, American Society for Quality Control, ESOMAR, American Quality and Productivity Council, and the Customer Value, Retention, and Satisfaction Councils. Her articles have appeared in The Journal of Quality and Productivity, Marketing Management, Management Review, Quality Progress, and Quirk's.
Joan holds a B.A. from the University of Chicago, and an M. Phil. from Columbia University.
Morris is an expert regarding research into the customer experience, market segmentation, new product development, and price. He has held marketing science positions in the marketing research industry for over 20 years, having worked at The Gallup Organization, Market Probe and SDR Consulting. He has a master's degree in Sociology with a concentration in survey research methodology from the University of Chicago.
Morris consults with clients on the client's research program, research design of individual studies, performs advanced statistical analyses, and consults in how to use the research results to make business decisions. The analytical techniques include conjoint, structural equation modeling, partial least squares, Shapley Value Regression and latent class.
Morris has conducted studies in over 40 countries, in industries ranging from surf boards to helicopters, and from financial services to service on Alaska cruises.
Morris is author of the book Managing the Customer Experience: A Measurement-Based Approach and co-author of Linking Customer and Employee Satisfaction to the Bottom Line.
Job Titles:
- Director
- Director, Project Management
Paul has been a market research professional for more than 20 years and has expertise in all facets of the research process, from questionnaire design and respondent interviewing (telephone, online, in-person and focus group) to data analysis and report presentation (oral and written). He holds a BSB and an MBA, with a Marketing Management concentration, from the University of Minnesota.
As Director, Project Management, Paul is responsible for all aspects of clients' research projects, including study and survey design, fieldwork, data analysis, reporting and consulting on the implementation of research findings. He has been project manager for a wide array of domestic and international studies including but not limited to customer loyalty, positioning, product concept / new product development, consumer behavior, competitive intelligence, and web site effectiveness. His specialty is large-scale, complex and operationally demanding customer satisfaction and loyalty measurement research.
Terri Flanagan is a specialist in customer loyalty research who has held a number of business leadership positions in the market research and consulting industry. For several years Ms. Flanagan served as a Corporate Officer and Group President - Customer Loyalty Management for Harris Interactive, a $200 million, publicly traded market research and consulting firm. Under her leadership, the Customer Loyalty business grew to nearly $25 million, with strong year-over-year revenue and profitability improvements. Prior to her position at Harris Interactive, Ms. Flanagan held various senior positions at Total Research Corporation. As Division President at Total Research, she co-founded and built the $16 million Quality Management Division. Her experience includes strategic planning, P&L ownership, sales and marketing management, staff training and development, and hands-on client consultation. Over the years she has worked with scores of Fortune 1000 companies across a broad range of industries.
Ms. Flanagan holds a B.A. in Economics and Communications and an M.B.A. from Rutgers University. She has been a frequent speaker at many conferences and seminars on customer satisfaction, loyalty and quality management, including conferences sponsored by the American Marketing Association, American Society for Quality Control, The Conference Board, the Institute for International Research, and the Council for American Survey Research Organizations. She has also published articles in the National Productivity Review, Total Quality Observer, and Quirk's Marketing Research Review.