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Alliance Leadership Scott
M. Broetzmann Scott is co-founder, President and CEO of Customer Care Measurement & Consulting (CCMC), where he provides measurement and consulting services to a variety of multinational companies pursuing leading edge customer care strategies. Scott is a founder of Customer Care Alliance (CCA). The Alliance is committed to fostering customer care innovation and best practices through national and international research studies on emerging customer needs and expectations. Scott’s work, on behalf of the Alliance, has been featured in The Wall Street Journal, USA Today, CNN, The Washington Post, and MSNBC. Scott has over 15 years experience as a leader in the customer care arena. He joined the Council of Better Business Bureaus in 1989 and assisted in the development of BBB Care, the Better Business Bureau's national customer care program. Joining TARP in 1990, Scott built a customer care practice founded on significant innovations in customer care assessment and measurement methodologies. He was a Senior Consultant, Vice President of Measurement, and Chief Operating Officer during his tenure with TARP. Scott also has hands-on expertise assisting companies with their international customer care challenges, having served as TARP Europe's Head of Consulting (1995) and Managing Director (1998-2000). Scott graduated from University of Wisconsin - Madison in 1982 with a B.A. in Psychology and Communication Arts. He currently sits on the Advisory Board for the Center for Communication Research at the University of Wisconsin – Madison. Scott also serves on the board of The Diocesan Fund for Human Need for the Episcopal Diocese of Virginia. Scott lives in Alexandria, Virginia with his wife, Jennifer, and his three children, Ellen, Elizabeth and Benjamin.
Marc graduated from University of Michigan in 1969 with a B.A. in political science, magna cum laude/Phi Beta Kappa and received a J.D. degree from Harvard Law School in 1972. While at Harvard, Marc founded the customer care consulting/research firm, TARP. During his 30 years at TARP, he served as Chairman and was responsible for the initial development of that company's survey research, economic modeling, consulting, training, and software products. Marc also established the TARP Europe office in London and ran that subsidiary on a day-to-day basis for nearly ten years. Marc has provided customer care services to hundreds of companies in most major industries throughout the world. He conducted a series of research projects in the mid-70's that established the bottom-line benefits of effectively executed customer care programs and helped establish some of the first complaint handling call centers. For nearly 25 years, Marc has been a featured speaker on all aspects of customer care.
Matt has 12 years of executive level leadership and consulting experience in the call center/customer relationship management industry. Matt was one of the original co-founders of First Contact, Inc. a leading customer contact solutions outsource provider. Over the past 10 years Matt has also had the opportunity to interact and consult with a number of Fortune 500 companies in a variety of distinct and specialized industries (Telecommunications, Wireless, Financial Services, HealthCare, Satellite, Government, and Technology), giving him a unique perspective of "best business practices" across multiple industry lines and allowing him to add valuable insight into organizations based on proven fundamental business tenets. Some of Matt's success stories include:
Cynthia
Cormier Cindy serves as CareCall's Director of Professional Services. Cindy's responsibilities include managing client-facing operations groups within the organization, as well as heading up the company's consulting group. Cindy has extensive experience in the Call Center industry and brings a rigorous approach to quality control, customer satisfaction and process improvement. Prior to joining CareCall, she served as an associate for Response Design Corporation, a consulting firm specializing in the customer contact center industry. Her specialties include customer centered process improvement, service quality assurance and customer satisfaction, retention and loyalty, and statistical methods. Prior to her position at RDC, she directed strategic and operational level quality initiatives for Intuit's customer care centers. During her career at Intuit, Cindy directed the development and implementation of Intuit's customer care centers' Voice of the Customer program. The American Productivity and Quality Center selected this program as a Best Practice in 1998. Cindy also led Intuit's Direct Sales and Service group's participation in the 1997 Arizona Governor's Award for Quality in which the group received the Prospecting for Quality Award. Cindy also managed the Service Quality Assurance department within Direct Sales and Service (DSS). Her role included developing and implementing customer-centric training programs, service standards and quality-based incentive programs. She assisted in the development and implementation of the new customer-centric organizational structure for DSS. Cindy also developed the quality assurance processes for the DSS customer contact center area of Quicken.com. Cindy is pursuing a Doctorate in Business (Organization & Management) at Capella University. She holds a Masters of Arts degree in Management (Human Relations & Organizational Behavior) from the University of Phoenix and a Bachelor of Science degree in Psychology from Texas Christian University.
Jo
DeMars Jo graduated the University of Wisconsin—Milwaukee in 1986 with a Bachelor of Science in Community Education, summa cum laude/Phi Kappa Phi. The Wisconsin Truck Dealers Association appointed Jo as a consumer member on its arbitration program, AUTOCAP. She filled the same position on the Milwaukee Builders Association Ethics and Arbitration Committee. Jo designed and implemented an independent administration process to handle warranty disputes for Ford Motor Company in California. The program is in its fifteenth year of operation and was expanded nationally in 1995. DeMars coordinates a similar program for DaimlerChrysler. Jo created and coordinated consumer education and telecommunication public policy conferences for Ameritech and worked as consultant to BT (British Telecom.) She is a frequently requested facilitator for senior-level strategic planning sessions in a variety of industries. In conjunction with the University of Wisconsin Center for Consumer Affairs, Jo sponsored and convened numerous public policy conferences. She organized and co-taught arbitration training programs that prepared more than 500 arbitrators to hear automotive warranty disputes. Her company receives continuous praise for innovative, creative training techniques. Jo served as the Associate Director of the Concerned Consumers League, a grassroots consumer organization, and was active in national consumer arenas. Governor Tony Earl appointed Jo as the public member on the Funeral Directors Examining Board where she served for six years, being elected to chair the Board for five years. Additionally, Jo served for another six years as the public member on the Accreditation Committee of the American Board of Funeral Service Education. She co-authored a consumer reference book, Final Choice: Making End of Life Decisions, with Lee Norrgard from the AARP. In 1995 Jo was awarded the Wisconsin Entrepreneurial Woman of the Year.
John's background combines proven leadership skills, broad global marketing expertise and a strong customer mindset. John spent his 30-year Ford Motor Company career in sales, marketing and strategic planning, specializing the last ten years in customer relations management. This unique combination of expertise was gained through extensive experience in the following initiatives:
More recently, John has continued his passion for customer care as Director of Marketing for DeMars & Associates, a leader in consumer arbitration services for automotive, homebuilding and health care. Additionally, he is a faculty and Board of Advisor member for the Dealership Management Program at the W.P. Carey College of Business, Arizona State University. John
graduated from Babson College (BSBA) and the Strategic Marketing
Executive Education program at Duke University.
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