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Marc W. Ciagne
Senior Consultant
OVERVIEW
Marc is
currently head of Business Development and a Business Consultant
for Person to Person Quality, the mystery shopping division of
ADI Consulting. He also has the rank of Senior Consultant
for ADI Consulting. His areas of expertise include: designing and
managing mystery shopping programs, performing market research,
and developing client strategies for improving customer service
and sales performance. He joined Person to Person Quality in
early 2004 after serving as the Research Manager for Washington,
D.C.-based Consumers’ Checkbook magazine, published by
the Center for the Study of Services.
Marc has
developed and successfully implemented mystery shopping programs
for clients in sectors such as Automotive, Banking, Insurance,
and Restaurants, among others.
Marc has a strong, generalist background in Business Management,
Market Research, and Customer Service. He works with clients to
develop strategies for accomplishing their business goals by
focusing on the customer experience on the front lines of the
operation, where employees interact with potential customers.
Marc helps businesses succeed by assisting them in creating a
competitive advantage in customer service and employee
performance.
prior experience
Prior to
joining Person to Person Quality, Marc was the Research Manager
for Consumers’ Checkbook magazine – a resource for
consumers published by the nonprofit Center for the Study of
Services based in Washington,
D.C.
While at Checkbook, Marc managed a team of market researchers
and successfully expanded the magazine’s reach from just two
U.S.
cities to seven. The publication surveys consumers on their
experiences with local service providers - such as banks, health
care providers, wireless companies, and home improvement
contractors - then publishes customer service ratings and
comparative pricing data to allow consumers to make an informed
decision when selecting a service provider.
Before
joining Consumers’ Checkbook, Marc was a Business Product
Manager for America Online in Dulles, VA
where he developed strategies for personalizing the AOL member
experience.
education
Marc has an
MBA from the Smith School of Business at the University
of Maryland, and a BA from the University of Michigan.
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