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12 September, 2013 | (01 hr)

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In slow-growing markets, organizations continuously make adjustments in their operations to remain profitable. But, some of those changes--particularly in the areas of cost-cutting and changed procedures--may have a negative impact on customers, resulting in decreased satisfaction and loyalty. To avoid pitfalls, many organizations are relying on market research to help assess potential impact and to track reaction as changes are implemented.

Join this webcast to learn what techniques are most useful--and the major contributions and limitations of market research in the pursuit of operational excellence.

Audience: Leaders and practitioners of operational excellence, process improvement, Six Sigma, quality, customer experience, strategy, marketing, market research, brand, human resources, finance


Christine Hight

Christine Hight
Senior Director of Customer Insights
Hilton Worldwide

Christine Hight is Senior Director of Customer Insights for Hilton Worldwide, and leads the company’s global custom research group.

Christine is a 25-year veteran of the market research industry, with the past fourteen years with Hilton Worldwide in Market Research.  Prior to j...Full Bio

Laurie Wilshusen

Laurie Wilshusen
Director of Marketing
Mayo Clinic

Ms. Laurie Wilshusen leads the Market Insights team at Mayo Clinic and directs the marketing function of the Arizona practice. She received her BA and MA from the University of Nebraska in Lincoln. Ms. Wilshusen has worked in the healthcare marketing field since 1989 and has consulted for many of...Full Bio

Anne Greer

Anne Greer (Moderator)
Program Director, Market Insights Council; Co-Program Director, Innovation Leadership Council, and Applied Innovation Council
The Conference Board

Anne Greer began working with The Conference Board in 2012.  Along with Rita Shor, she directs the annual Innovation Master Class, designed for advanced learned among Fortune 500 executives responsible for leading innovation in their companies. She is Co-Program Director fo...Full Bio

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