John McKean is a best selling author and Executive Director of the Center for
Information Based Competition, which provides thought leadership to help
businesses advance their understanding of customers, both as consumers and as
people. He is frequently called on by the world's leading businesses to inspire
new levels of customer awareness and effectiveness through fact-based insights
and a passion for customer excellence. John McKean's real world customer work
is balanced with the academic rigors of guest lecturing at MIT Sloan Graduate
School and postgraduate work at Harvard University.
"Customers Are People - The Human Touch" is being heralded as a "powerful" and
"compelling" work ushering in the new era of customer interaction. McKean
reveals how the world's leading "Human Touch" firms implement the intuitive art
of their most successful sales, marketing and service individuals as a
consistent science across business functions...a science based on our research
findings that "70% of the customer's decision to buy is based on how they are
treated as people..."
"Information Masters - Secrets of the Customer Race" is "utterly riveting and
very surprising" (Amazon.com.uk), revealing why only 5% of the world's firms
are achieving the full potential of their Customer Relationship Management
initiatives. Information Masters was also awarded the exclusive honor of Wiley
Publishing's "BEST ON THE MARKET" book list along with Wiley's other high
profile list of authors including Peter Drucker, Jack Welch and Warren Buffett.
Mr. McKean's experience spans twenty years of operational success in Sales,
Marketing and Service enabled by powerful information capabilities in both the
private and public sectors.
Mr. McKean's academic rigors include teaching, studying and research at some of
the world's top universities. These include: MIT's Sloan Graduate School of
Management - guest lecturer for the application of advanced technologies,
Harvard University - Postgraduate International Monetary Economics and Finance
with research in international technology transfer, Georgetown University -
postgraduate work in international trade, University of New Hampshire - Masters
Degree in Business and Marketing, Hartwick College - Undergraduate studies in
Economics and Political Science.
Customers Are People - The Human Touch:
Mr. McKean's recent book, Customers Are People - The Human Touch, is being
heralded as a "powerful" and "compelling" work ushering in the next era of
customer interaction.
McKean reveals how the world's leading "Human Touch" firms implement their art
as a consistent science across the entire business...
... a science based on the basic premise that top sales, marketing, and service
individuals know and practice intuitively - "70% of the customer's decision to
buy is based on how they are treated as people".
Customer Relationship Management (CRM)
Branding
Information and Technology
Communications - customer and employee
Employee programs, including training and recognition
Measurement systems, including performance management
Customer tracking and reporting
Complaint handling
Customer interaction processes
Customer interfacing technologies
Workshops and Facilitations:
Our workshops provide assistance in creating awareness and motivation, in
identifying key strengths and opportunities, in building customer-oriented
action plans. Organizations use one type or a combination of workshop types to
meet their particular situation. All workshops' designs are customized to the
specific needs, culture and expectations of the individual organization.
