Customer Care Operations Pro Joins the Customer Care Institute
The Customer Care Institute (www. customercare. com) announced today that Donald L. Mayer, an expert on Consumer Response and Customer Care operations, has been named Senior Consultant.
ATLANTA, GA (PRWEB) August 18, 2006
The Customer Care Institute (www. customercare. com) announced today that Donald L. Mayer, an expert on Consumer Response and Customer Care operations, has been named Senior Consultant.
Prior to joining the Institute, Mayer held leadership positions and led a variety of highly-successful service initiatives for Proctor and Gamble’s Clairol division and Kraft General Foods.
While at Clairol, Don directed the RFP process and the implementation of new customer relationship management (CRM) technology. This enabled his unit to handle a 45% increase in customer contacts while realizing a budget savings of 50%.
As Director of Global Business Systems Consumer Solutions for P&G, Don developed and implemented the strategy for allocating contact volume between two major global outsourcing vendors. He further improved Clairol’s response process by successfully outsourcing the high volume routine promotional and direct purchase calls.
As the Director of Consumer Response and Information Services for Kraft General Foods, he was instrumental in consolidating the Consumer Response functions for the operating companies. Don also directed the team that rolled out the toll-free 800 number for all General Foods USA products.
“To succeed in today’s extremely competitive environment, a company must focus on building and increasing customer loyalty. The Customer Care Institute is recognized as providing a unique resource for companies seeking to improve customer relationships,” said Mayer. “I am looking forward to contributing to the Institute’s innovative practices.”
Mayer has written numerous articles on the management and use of data captured as the result of the toll-free number contact channel. He is an expert in the field of toll-free numbers and has been featured on CNBC and ABC news.
“Don’s passion for excellence in Customer Care is well known,” said Roger Nunley, Managing Director of the Institute. “His many years of Customer Care experience, combined with his skills in facilitation and group dynamics, help ensure that the Institute’s members and clients will have access to the latest Best Practices tools and techniques.”
About the Institute
The Customer Care Institute (CCI) is an international organization that assists companies with improving the delivery of Customer Care. CCI focuses on issues found in the Customer Service, Consumer Relations, Teleservices and Help Desk professions.
The Institute provides its clients with Customer Care assessments, Customer Care certification programs, front-line and management skills training courses, customer satisfaction measurement programs and other services designed to build customer loyalty.
CCI conducts and monitors research on Customer Care issues, identifies emerging trends, organizes Forums and workshops and publishes the Customer Care Update e-newsletter.
The Institute’s clients represent a wide range of industries including financial services, healthcare, information technology, electronics, manufacturing, consumer goods, associations, and government and non-profit organizations.
# # #
