Description
Accomplishments * Auto Shopping Assessment, State Farm Insurance - Lead qualitative portion of this reassessment of customer shopping experience for auto insurance that became the groundwork for subsequent quantitative work. Identified key customer expectations, preferences, motivators and the emotions that drive decisions, and the best ways to integrate State Farm's agent, call-center and online channels. Introduced methodologies and practices new to State Farm that brought new insight and understanding. Findings from the studies have been received positively, presented widely, and recommendations are being implemented. * Selling Life Insurance by Videoconferencing, State Farm Insurance - Evaluated options and opportunities for selling Life Insurance using video conferencing applications. Devised both qualitative and quantitative phase for comprehensive understanding. Used internal resources for much of the preliminary work, providing increased efficiency and significant cost reduction. Implementation is strongly being considered. * Voice of the Customer Research Projects, RadioShack - Managed a series of projects including in-home video, customer interviews and hidden camera shopping interviews that helped management better understand and address customer perceptions regarding the RadioShack Brand and the RadioShack shopping experience. Findings from the studies were used extensively to suggest changes in merchandising, store layout and design to improve associate training and to help design and select new products relevant to consumer lifestyles. * Cellular Phone Offer Study, RadioShack - Proposed and managed a project devised to select the best elements for cellular phone offers in RadioShack stores nationwide. Used advanced analytics (conjoint and TURF) to determine the best combination of elements to create optimal offers for customers. Additionally, delivered an interactive market simulator with final results so that potential offers could be evaluated before going to market and competitors' offers could be counter-programmed effectively. Technique was so effective that total annual sales projections were met by the third quarter and gross profit for the category increased 30% over projections by year end. * Energizer Professional Lights, Energizer - Identified key strategic issues for the Professional Lighting Group and established product evaluation program to provide input from fire fighters, first responders, police, mining and other unique user groups Program has provided actionable insight, valuable feedback and new product development ideas at a savings of approximately 75% over traditional research methods. * Catalog Customer Satisfaction Project, JCPenney - Managed a comprehensive qualitative and quantitative research project that helped Catalog Management better understand the needs, wants, and expectations of its catalog customers. Performed segmentation analysis to identify different consumer targets and the best way to address each of them. Established benchmarks so that progress could be measured. The study became the basis for the Division's Three Year Strategic Plan.
Accomplishments
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