Category Archive

Does Customer Satisfaction Equal Customer Loyalty?

Stu Perlmeter February 17, 2021

Marketers are often confused, for good reason, about the connection between these three things: Customer Satisfaction — Loyalty — Retention Customer Satisfaction is most often measured. It has been made …

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How did Net Promotor Score become the standard for Customer Satisfaction and why should you care?

Stu Perlmeter March 7, 2020

If you’re a B2B marketer, here’s what you need to know about Customer Satisfaction (C-Sat) and why you should be wary of NPS as a sole measure of customer experience.

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Satisfied Does Not Equal Loyal – The Flaw in Customer Satisfaction Measurement

Stu Perlmeter February 26, 2020

We all recognize the need to measure it, and almost universally, there’s a program in place.

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Michelle Lapierre, Senior Analyst

Michelle has spent many years in travel and hospitality holding global leadership positions in loyalty marketing, developing digital channels, sales effectiveness and global account management. Her areas of expertise include customer acquisition/retention, CX strategy, and digital channel brand positioning using effective content. Michelle has held executive committee positions on the boards of both non-profit and professional service associations. Her current attention is on expanding the community reach for Benefits in Action, dedicated to improving the lives of those who are health, housing and food insecure. She has also served on the boards of The Marketing Alliance and Strategic Account Marketing Association. Michelle partners with B2B/B2C Fortune 100, mid-size and start-up organizations to assess and transform sales, marketing, business and brand strategies. She gained her M.A. in Business Management from the University of Redlands and received her B.A. in psychology from Michigan State University.

Deborah Risden, Senior Analyst

Deb Risden has a background in Human Resource management, Operations and Marketing. Her strength as a qualitative research analyst is in her in-depth interview skills with stakeholders at all levels in order to secure pertinent information for clients in the areas of customer engagement, win-loss analysis, employee engagement and organizational development. During her six-year tenure in a leadership position for a nonprofit organization, one of Deb’s operational responsibilities was ensuring compliance with various city and state funding sources including CDOT. Deb holds a B.A. in Psychology from University of Colorado-Denver.

Heather Kramer, Project Manager

Heather’s passion for details, along with a strong sense of organizational and management skills keep 1st Resource projects running smoothly. Heather has spent much of her career in the software engineering field where she has been instrumental in product development and management. She earned a BBA in Business Analysis from Texas A&M University. Heather spends her spare time cheering for her daughter, who competes in distance swimming events.

Susan Geiser, Senior Quantitative Analyst

Susan brings over 25 years of experience in working with clients to determine their research needs and design custom methodologies to obtain actionable answers. She has helped numerous clients across the non-profit, professional services firms, consumer packaged goods, and technology industries. Susan earned an MBA in Marketing Research from the University of Minnesota and a Certificate in Applied Sensory Science and Consumer Testing from the University of California, Davis. In her free time, Susan likes to travel, read, hike, and volunteer.

Bruce Stouffer, Senior Analyst

Bruce has spent the last 25 years identifying market needs and developing and implementing programs in a variety of industries to profitably exploit opportunities. He has held numerous senior executive level sales and marketing positions in technology companies and software, hardware and consulting businesses. He earned an MBA from the University of Michigan and a BS in Economics from Cornell University. Bruce has taught Marketing and Sales Management courses at the university level and serves on the board of directors for several companies and non-profit organizations. He is an avid sailor; his racing team competes near his home in Santa Barbara.

Kelly Flynn Eisner, Qualitative Analyst

Kelly Flynn Eisner brings creativity and depth to each project she undertakes. She has been providing insightful qualitative and quantitative market research analysis for over 18 years, in a variety of industries and settings. Previously, she served as VP of Market Research at Universal Pictures, Universal City, CA. Kelly earned a BA in Government/Political Science from Harvard University.

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Janet Flesch, Senior Analyst

With a laser focus on actionable customer insights, coupled with strategic market assessment and analytics, Janet has managed and launched brands both nationally and internationally in consumer packaged goods, telecommunications, and entertainment. Her areas of expertise include results-oriented strategic marketing, branding and positioning, research and analysis, and customer experience and insights. She holds an MBA from Indiana University and a Bachelor of Science in Marketing from Miami University. She is involved in several non-profit organizations. In her spare time, she enjoys adventure travel, fly fishing and skiing with her family.

Paul Houston, Senior Competitive Analyst

Paul is a highly skilled researcher and analyst with a special expertise in industry competitiveness and competitive analysis; Paul has served on the Board of the Society of Competitive Intelligence Professionals (SCIP). He is also skilled in human resources and executive recruiting across a broad range of industries. Early in his career, Paul served as a Navy Intelligence Officer. He was awarded a BS from the United States Naval Academy and an MBA from the Daniels College of Business at the University of Denver. He is an avid follower of geo-political events and is actively involved in local issues.

Carol Kauder, Qualitative Analyst

Carol brings a journalistic sense of inquisitiveness and objectivity to understanding the customer perspective. She honed her skills as a journalist, as the director of insights for Radar Communications, and as a branding and innovation strategist at Egg Strategy, working with brands such as Intel, HP, General Mills, WD-40 and Columbia Sportswear. Carol earned her MA in journalism from the University of Colorado and a BA in English from Oberlin College. Carol embraces the Rocky Mountain lifestyle as a competitive cyclist and an avid telemark skier.

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