John McKean
John McKean is the 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 human beings. 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. He holds a degree in Economics and a Master's degree in Business.
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 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.
MOST REQUESTED TOPICS:
Mr. McKean addresses subjects centered around the work and research of CIBC. These subjects are typically focused on the coordinated effort to profitably achieve customer value through the use of a sophisticated information approach. The basic of these sessions are drawn from the customer-intensive industries of Financial Services, Telecommunications, and Retail. Below is a list of the major themes for training events, executive summits, customer-focused motivational seminars, and sales and marketing strategy workshops.
Unleashing your “Small Corner Shop”: Treating Customers as People
Organizations are investing in sophisticated sales and service approaches, yet consumers continue to become less loyal. Why?
Organizations focus up to 90% of their resources on sales and service effectiveness for customers as “consumers” yet the consumer elements drive less than 30% of their buying decision. Over 70% of their buying decision is based on how they are treated as people. Despite this, less then 10% of an organization’s resources are focused on treating customers like real people.
35 Industry Leaders such as Ritz-Carlton, Walt Disney, Fidelity Investments, Verizon Wireless, and Wal-Mart joined McKean’s 3 year research study to discover what customers as people remember most about their Sales, Marketing, and Service. From this research, McKean created a powerful new approach with organizations such as Bank of America and Harvard Business School heralding its innovative science around creating a consistent “small corner shop” feel across every touch-point of a large organization.
In this keynote presentation UNLEASHING YOUR SMALL CORNER SHOP, audiences will learn how to:
- Unleash the power of your “small corner shop” at every touch point
- Foster consistent customers as people treatment in human & technology channels
- Create the little things in every interaction so they Buy, Buy more, & Tell others
Creating Information Mastery: Secrets of the Customer Race
As businesses evolve in this new millennium, most firms find themselves in a never-ending parade of marketing, service, and loyalty approaches with all the enabling technologies, yet still find themselves only marginally closer to their customers. Why?In essence, most firms have found that these powerful customer approaches require a customer information competency beyond what they currently possess.In response, they have invested over 80% of their customer information investments in technology despite the recent evidence that shows technology only determines 10% of the firm's ability to apply its customer information. 90% of the determinants are non-technological in nature and received relatively little coordinated investment. These determinants lie in the most difficult areas to address-people skills, processes, organizational structure, culture, leadership, and information itself.
In this keynote presentation CREATING INFORMATION MASTERY, audiences will learn how to:
- Identify the right investment balance between the 7 Information Competencies
- Translate information investments into Customer Initiative ROI
- Apply lessons learned from 32 Leaders in Information Mastery
PRODUCTS:
Customers Are People ... The Human Touch
Information Master ... Secrets of the Customer Race
John McKean is the 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 human beings. 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. He holds a degree in Economics and a Master's degree in Business.
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 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.
MOST REQUESTED TOPICS:
Mr. McKean addresses subjects centered around the work and research of CIBC. These subjects are typically focused on the coordinated effort to profitably achieve customer value through the use of a sophisticated information approach. The basic of these sessions are drawn from the customer-intensive industries of Financial Services, Telecommunications, and Retail. Below is a list of the major themes for training events, executive summits, customer-focused motivational seminars, and sales and marketing strategy workshops.
Unleashing your “Small Corner Shop”: Treating Customers as People
Organizations are investing in sophisticated sales and service approaches, yet consumers continue to become less loyal. Why?
Organizations focus up to 90% of their resources on sales and service effectiveness for customers as “consumers” yet the consumer elements drive less than 30% of their buying decision. Over 70% of their buying decision is based on how they are treated as people. Despite this, less then 10% of an organization’s resources are focused on treating customers like real people.
35 Industry Leaders such as Ritz-Carlton, Walt Disney, Fidelity Investments, Verizon Wireless, and Wal-Mart joined McKean’s 3 year research study to discover what customers as people remember most about their Sales, Marketing, and Service. From this research, McKean created a powerful new approach with organizations such as Bank of America and Harvard Business School heralding its innovative science around creating a consistent “small corner shop” feel across every touch-point of a large organization.
In this keynote presentation UNLEASHING YOUR SMALL CORNER SHOP, audiences will learn how to:
- Unleash the power of your “small corner shop” at every touch point
- Foster consistent customers as people treatment in human & technology channels
- Create the little things in every interaction so they Buy, Buy more, & Tell others
Creating Information Mastery: Secrets of the Customer Race
As businesses evolve in this new millennium, most firms find themselves in a never-ending parade of marketing, service, and loyalty approaches with all the enabling technologies, yet still find themselves only marginally closer to their customers. Why?In essence, most firms have found that these powerful customer approaches require a customer information competency beyond what they currently possess.In response, they have invested over 80% of their customer information investments in technology despite the recent evidence that shows technology only determines 10% of the firm's ability to apply its customer information. 90% of the determinants are non-technological in nature and received relatively little coordinated investment. These determinants lie in the most difficult areas to address-people skills, processes, organizational structure, culture, leadership, and information itself.
In this keynote presentation CREATING INFORMATION MASTERY, audiences will learn how to:
- Identify the right investment balance between the 7 Information Competencies
- Translate information investments into Customer Initiative ROI
- Apply lessons learned from 32 Leaders in Information Mastery
PRODUCTS:
Customers Are People ... The Human Touch
Information Master ... Secrets of the Customer Race
