Printable Biography of John McKean

He is frequently called on by the world's leading businesses to inspire new levels of customer awareness and effectiveness through fact-based insights and a passion for customer excellence. John McKean's real world customer work is balanced with the academic rigors of guest lecturing at MIT Sloan Graduate School and postgraduate work at Harvard University.

Published Books Customers Are People - The Human Touch is being heralded as a "powerful" and "compelling" work ushering in the new era of customer interaction. McKean reveals how the world's leading "Human Touch" firms implement the intuitive art of their most successful sales, marketing and service individuals as a consistent science across business functions...a science based on our research findings that "70% of the customer's decision to buy is based on how they are treated as people..."

Information Masters - Secrets of the Customer Race" is "...utterly riveting and very surprising" (Amazon.com.uk), revealing why only 5% of the world's firms are achieving the full potential of their Customer Relationship Management initiatives. Information Masters was also awarded the exclusive honor of Wiley Publishing's "BEST ON THE MARKET" book list along with Wiley's other high profile list of authors including Peter Drucker, Jack Welch and Warren Buffett.

Experience: Mr. McKean's experience spans twenty years of operational success in Sales, Marketing and Service enabled by powerful information capabilities in both the private and public sectors.

Academic: Mr. McKean's academic rigors include teaching, studying and research at some of the world's top universities. These include: MIT's Sloan Graduate School of Management - guest lecturer for the application of advanced technologies, Harvard University - Postgraduate International Monetary Economics and Finance with research in international technology transfer, Georgetown University - postgraduate work in international trade, University of New Hampshire - Masters Degree in Business and Marketing, Hartwick College - Undergraduate studies in Economics and Political Science.

Programs:

Customers Are People - The Human Touch:

Mr. McKean's recent book, Customers Are People - The Human Touch, is being heralded as a "powerful" and "compelling" work ushering in the next era of customer interaction.

McKean reveals how the world's leading "Human Touch" firms implement their art as a consistent science across the entire business...

... a science based on the basic premise that top sales, marketing, and service individuals know and practice intuitively - "70% of the customer's decision to buy is based on how they are treated as people".

Customer Relationship Management (CRM).

Branding.

Information and Technology.

Communications - customer and employee.

Employee programs, including training and recognition.

Measurement systems, including performance management.

Customer tracking and reporting.

Complaint handling.

Customer interaction processes.

Customer interfacing technologies.

Workshops and Facilitations:

Our workshops provide assistance in creating awareness and motivation, in identifying key strengths and opportunities, in building customer-oriented action plans. Organizations use one type or a combination of workshop types to meet their particular situation. All workshops' designs are customized to the specific needs, culture and expectations of the individual organization.