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Dr.
Sheila Kessler, author of Total Quality Service, Measuring and Managing Customer
Satisfaction: Going for the Gold and 8 other business books, is an internationally
recognized expert in business excellence. She has
done keynote speeches, training and executive coaching from
Singapore to Paris. She has helped several Baldrige award
winning companies as a keynoter, consultant and trainer,
including Ritz Carlton, Marriott, and Motorola. She was
selected by the American Society for Quality (ASQ) to be their
expert on customer satisfaction surveys and has helped ASQ
design their own satisfaction system.
The statistical research she did in the 1980s and 1990s lead
to a very strong correlation between customer satisfaction or
loyalty and employee loyalty. The extensive work in Kudos
culture and Kudos coaching has helped organizations optimize
their work force so customer loyalty is easy. That work has
included employee satisfaction surveys and employee recognition
programs.
Prior to being President of Competitive Edge (1992),
Dr. Kessler was Manager of Strategic Sales and Marketing at
Fluor Daniel, a Fortune 500 engineering and construction
company. The re-engineering done for them to be customer focused
helped skyrocket sales success in winning contracts from 23
percent to 76 percent. As a result, Fluor Daniel was also
selected the "Most Admired Company" in engineering and
construction for seven years running. She went on to help
Microsoft in the early 1990s change from 20 percent market
share in word processing and spreadsheets (WordPerfect and Lotus
had 80 percent) to become the market leader. All of that was
through customer research, customer focus and strategic
re-design of products and services. Employee metrics and
recognition were also a big part of this success.
Her executive coaching is done both through the Center for
Creative Leadership (CCL) and Competitive Edge. The Center for
Creative Leadership has been chosen the #1 Leadership
development program in the U.S. for three years in a row. That
work includes group facilitation, 360 degree performance reviews
and executive coaching. Sheila has been doing executive coaching
for CCL for the past seven years.
She also developed the following Certificate Programs:
*Advanced
Executive Coaching Certificate Program
*Package
Your Expertise for Profit: Internet Marketing
*Measuring and Managing Customer Satisfaction Certificate
*Employee Recognition Certificate Program
Dr. Kessler has won several high awards in her career
including
- *Trainer of the Year
Award by the California CPA
Society in 1999 for highly rated seminars
- *Woman of Achievement: Award
by Fluor Daniel to top achieving woman in company
- *Outstanding Consultant: Award
by the Office of Personnel Management (Federal
Government) for consulting for the various Federal
agencies
- National Film Award for
training film on Mediation
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