My favorite quote: "If you're not serving the customer, you better be supporting someone who does". I like this because it emphasizes roles and responsibilities in the customer-focused organization. The real job of management and leaders is to help their employees satisfy their customers. I am an advocate for systems approaches to improving service processes, employee engagement and customer loyalty.
Jeff Israel is the founder of SatisFaction Strategies, LLC, a consultancy providing customer focused facilitation; public & on-site training; and customer survey (CSM) design and improvement consulting. Jeff has more than 30 years experience in customer-focus and service improvement fields working with consumer; business-to-business; government and nonprofit organizations.
Before starting SatisFaction Strategies, Jeff worked for Market Trends and Gilmore Research Group, two leading Seattle-based market research suppliers. Jeff received his M.B.A. as well as his B.A. in Business (Marketing emphasis) from Washington State University.
Currently Jeff is Chair Elect for the Mighty Customer Supplier Division. Before that he recently served as CSD's Treasurer. Other leader positions since 1992 have included Past Chair, Chair, Vice Chair of Marketing, Vice Chair Membership, Secretary, Webmaster and Regional Councilor.
Jeff frequently speaks on customer satisfaction topics and has written and presented seven papers on customer satisfaction measurement and service quality improvement. He has presented many customer-focus courses, ranging from a half-day to a full week. He is the instructor for CSD's 2-day course called "Improving Customer Satisfaction" and formerly facilitated an ASQ course called "Building a Great Service Culture". Jeff also authored several chapters of first edition of The Certified Quality Manager Handbook. He is a recipient of CSD's R. A. Maass Award for his publications and presentations in the area of customer-supplier relations. Contact Information