Innovator Series: Customer Service Biographies
REALTOR® Magazine’s 2007 Innovators Series lets you sit in on four freewheeling discussions with some of the industry’s thought leaders in brokerage, technology, marketing, and customer service. Find out where the sharpest minds in the field think the industry is going.
November 1, 2007
Chip Bell Group, Dallas
Chip Bell, founder of the Chip Bell Group in Dallas, is the author or co-author of several bestselling books, including Service Magic (2003: Dearborn Trade Publishing), Customers As Partners (1996: Berrett-Koehler Publishers), Managing Knock Your Socks Off Service (1992: AMACOM), and Magnetic Service (2004: Berrett-Koehler Publishers). His newest book, Customer Loyalty Guaranteed (2007: Adams Media), was set for release in the fourth quarter.
Katzenbach Partners, New York
Traci Entel, principal of Katzenbach Partners in New York, researches and provides business consulting on ways to improve the quality of interaction between frontline staff and customers. Entel in 2007 published a white paper, “The Empathy Engine: Turning Customer Service into a Sustainable Advantage,” and was featured on CNBC’s Morning Call.
National Quality Research Center at the University of Michigan
Barbara Everitt Bryant, Ph.D., consultant and lecturer with the National Quality Research Center at the University of Michigan in Ann Arbor, was managing director of the American Customer Satisfaction Index from 1994 to 2001. ACSI is a cross-industry, national economic indicator, based on econometric modeling of survey data. Bryant designed the survey methodology for ACSI, which measures customer satisfaction with 200 private sector companies and select federal and state government services.
Coldwell Banker Howard, Perry & Walston, Raleigh, N.C.
David Jones, president of Coldwell Banker Howard, Perry & Walston in Raleigh, N.C., launched a formal customer service management program a little more than a year ago and has seen one office, Raleigh Crabtree Valley, receive 100 percent customer satisfaction in its first year. Jones oversees more than a dozen brokerage offices. The company also maintains business units providing mortgage finance and title insurance, among other services.
President and CEO
RE/MAX All Cities Realty, Los Angeles
Kelli Todd, president and CEO of RE/MAX All Cities Realty in Los Angeles, has been involved in a formal customer service program for more than six years. Todd was inducted into the 2002 National Association of Women Business Owners Hall of Fame and in 2003 was named a Business Woman of the Year from The Women’s Referral Services Group. In 2005, she was recognized by Los Angeles Business Journal under its “Women Who Make a Difference” award program.
Prudential Northwest Properties, Portland, Ore.
Bert Waugh Jr., CEO of Prudential Northwest Properties in Portland, Ore., oversees 750 sales associates in 22 offices throughout Oregon and Southwest Washington. Waugh launched a formal program for customer service and satisfaction three years ago. All of the company’s sales associates participate in the program, which is built around a defined service process, the use of a service guarantee, and an independent survey assessment of each closed transaction. Coincidentally, Waugh is profiled as one of REALTOR® Magazine’s 2007 Good Neighbor Award winners.
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