Also known as: billself
Professional speaker at worldwide conferences. Co-author of a book on ISO 9001 and customer satisfaction. Designated trainer for the American Society for Quality. Certified reviewer for the Empire State Advantage award, the NY State equivalent of the Malcolm Baldrige National Quality Award. Recent Chairman of the Greater Rochester Quality Council. Specialties Transforming product-centric organizations into customer-centric. Measurement and improvement of customer satisfaction and loyalty. Business performance strategies grounded in listening and learning from customers and employees. Active member of Toastmasters International and regular speaker at professional conferences.
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