Company News and Culture / September 25, 2014 / By Erin Martin
The Mix – Customer Satisfaction Expert Jamey Power
This month we were pleased to welcome Jamey Power, most recently the EVP of International Operations at J.D. Power and Associates, and expert in customer satisfaction to speak to us at our thought leadership series, The Mix. Kevin Ascher’s interview with Jamey covers a range of topics including the importance of storytelling, how to measure satisfaction, and challenges facing rapidly growing companies.
For some background on Mr. Power is the author of Satisfaction, a board member, investor, philanthropist and alpaca farmer. Recently he led the development of international strategy and global platforms for research, analysis, consulting and education at J.D. Power and Associates where he’s held many different roles. He launched his career at the advertising agency Foote, Cone and Belding as a key member of-the account management team responsible for Mazda’s national marketing and communications program. He subsequently worked for the Chevrolet Motor Division of General Motors Corporation as Geo marketing development manager for the Southern California and Arizona region. Jamey Power received a bachelor’s degree in history from the University of San Diego and is a member of the Board of Regents of California Lutheran University.
Highlights from the interview with Jamey:
00:10 Intro to Jamey
02:23 How did J.D. Powers get started and what does it mean to measure satisfaction?
09:45 How did you identify new product lines?
15:24 What is your business decision-making process?
17:16 What is the connection between satisfaction, loyalty and business growth?
19:50 How do you tell someone you have great service?
26:49 What challenges arise in rapidly growing companies?
31:25 What advice do you have around acquisitions?
35:05 How do you translate your business experience to serving nonprofits?
40:10 How did you get into alpaca farming?
44:05 How do you go about structuring a good survey?
48:45 How do you approach unsatisfied customers?