Jim Jubelirer is an experienced researcher and consultant. Jim’s specialty is designing and implementing customer loyalty measurement programs that bring “the voice of the customer” into organizations that are facing complex competitive challenges.
In 2008 and 2009, Jim was part of Harris Interactive as a Senior Consultant in the Loyalty Center of Excellence. Jim was also instrumental in shaping the direction of Harris’ new Green Center of Excellence specializing in projects relating to sustainability and corporate social responsibility. Prior to Harris, Jim spent 14 years at Burke, Inc. in both business development and consulting roles for their loyalty research activity. He has worked in a wide variety of industries, across business and consumer segments.
Jim is a recognized leader in Stakeholder and Reputation Management, with a focus on employee and customer satisfaction, loyalty and retention. While at Burke, Jim created analytical models that demonstrated the linkage between customer satisfaction and profitability. In the mid-1990's Jim worked closely with GE in the development of their Six Sigma program and has worked with a number of other companies using Six Sigma. Jim also led the development of new products and services, including the implementation of web-based online reporting: and the creation of new intellectual property about how to maximize the value of customer feedback by linking to goal-setting and compensation.
In 2008, Jim was the lead researcher on a special project entitled "Turning Chaos into Clarity: Managing the Multi-Channel Customer Experience" co-sponsored by SAS and Peppers and Rogers Group. Jim interviewed leaders of customer experience management across a range of industries and reported on how they handle issues relating to privacy, trust, and managing multiple touchpoint channels.
Jim is also active in the field of corporate social responsibility and environment sustainability. Jim has been a judge and speaker at the Sustainable North Carolina Awards conference, is a member of Environmental Grantmakers Association and the Sustainable Production and Consumption Working Group. He attended the Sustainable Enterprise Academy, a 4 day intensive for senior executives and policy makers.
Jim’s competencies include strategic planning; change management and organizational development, and qualitative and quantitative research. He has designed custom training programs for in-house delivery, and has delivered speeches, conference presentations and/or executive seminars to over 5,000 people.
As a volunteer Jim has been active as a mentor and in fundraising campaigns for a variety of causes.
Jim’s received his B.A. degree from the University of California at Santa Cruz, 1980, and an M.B.A. from Johnson Graduate School of Management, Cornell University, 1986.
After business school, Jim was a Product Manager at Digital Equipment Corporation and served as Senior Consultant at Strat*X International, designing and delivering executive education programs. He was responsible for a major contract to deliver marketing courses for GE Management Education at Crotonville, NY.
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