Aren’t we all really in the customer experience business? During the 20+ years in residential real estate and corporate relocation, the #1 cornerstone of Jill’s business has always been the experience she and her team delivers. Little did she know that this strategy that would become a leading best practice for the world’s greatest businesses to survive in the future. This inspired Jill to interview big business as well as top CX professionals who are leveraging strategies to deliver a superior customer experience, and to share their stories with the business community at large. Join Jill every third Wednesday at 10AM at CXRadio.online.
Mark Michelson has over 30 years’ experience as a marketing researcher. Mark is an expert with all forms of quantitative and qualitative research with extensive experience in designing and conducting studies that explore behavior, emotions and sentiment related to customer and user experience. With training based on classic anthropology, sociology and psychology, Mark is adept at observing people and getting them to share their stories and unique points of view whether in focus groups or in-depth interviews, in person or online.
Mark has extensive experience conducting qualitative research around the globe to help design customer experiences, products, packaging and communications for some of the worlds’ most respected brands including Walmart Stores, Sears, Target, General Motors, Ford, Goodyear, Michelin, Home Depot, Lowe’s, Hewlett-Packard, Samsung, Microsoft, American Cancer Society, GSK, Eli Lilly, Coca-Cola, Wrigley and more.
Mark is the co-founder and executive director of the highly acclaimed CX Talks conference series and founder of three industry trade associations including the Mystery Shopping Provider’s Association (MSPA), the Mobile Marketing Research Association (MMRA) and the Social Media Research Association (SMRA). Mark also served over a decade on the board of directors of the Qualitative Research Consultant’s Association (QRCA). Mark is a frequent speaker at conferences, trade shows and universities around the globe. In his spare time, Mark enjoys songwriting and performing in various bands around the Atlanta area.
Frank Capek is the founder and CEO of Customer Innovations, Inc. His work on CX started 35 years ago with research focused on the integration of design and cognitive science at MIT. Frank started the first CX Transformation practice 25 years ago as part of the consulting firm that developed the concept of Business Reengineering. Since then he’s worked on CX transformation projects with over a hundred organizations in virtually every industry.
Connect with Frank on LinkedIn.
About Your Host
Jill Heineck is a leading authority on corporate relocations, and is highly sought after for her real estate industry acumen and business insights. As a published author, frequent panelist and keynote speaker, Jill shares her experience and perceptions with people from around the globe.
Jill is a founding partner of Keller Williams Southeast, established in 1999, and the founder and managing partner of Heineck & Co. Her real estate practice specializes in corporate relocations, individual relocations, luxury residential, and commercial properties. Jill’s analytical approach to problem-solving, along with her expert negotiation skills and sophisticated marketing, deliver superior results to her clients. Her winning strategies and tenacious client advocacy have earned her a reputation for excellence among Atlanta’s top producers.
While Jill has received many accolades throughout her career, she is most gratified by the personal testimonials and referrals she receives from her clients. Jill’s unwavering commitment to the customer experience, and her focus on the unique needs of each client, serve as the foundation of her success.
Follow Jill Heineck on LinkedIn.