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Principals
Scott
M. Broetzmann
Scott is co-founder and President of Customer Care Measurement & Consulting (CCMC), where he provides measurement and consulting services to a variety of multinational companies pursuing leading edge customer care strategies. Scott is a founder of Customer Care Alliance (CCA). The Alliance is committed to fostering customer care innovation and best practices through national and international research studies on emerging customer needs and expectations. Scott’s work, on behalf of the Alliance, has been featured in The Wall Street Journal, USA Today, CNN, The Washington Post, and MSNBC. Scott has over 15 years experience as a leader in the customer care arena. He joined the Council of Better Business Bureaus in 1989 and assisted in the development of BBB Care, the Better Business Bureau's national customer care program. Joining TARP in 1990, Scott built a customer care practice founded on significant innovations in customer care assessment and measurement methodologies. He was a Senior Consultant, Vice President of Measurement, and Chief Operating Officer during his tenure with TARP. Scott also has hands-on expertise assisting companies with their international customer care challenges, having served as TARP Europe's Head of Consulting (1995) and Managing Director (1998-2000). Scott graduated from University of Wisconsin – Madison in 1982 with a B.A. in Psychology and Communication Arts. He currently sits on the Advisory Board for the Center for Communication Research at the University of Wisconsin – Madison. Scott also serves on the board of The Diocesan Fund for Human Need for the Episcopal Diocese of Virginia. Scott lives in Alexandria, Virginia with his wife, Jennifer, and his three children, Ellen, Elizabeth and Benjamin.
Marc graduated from University of Michigan in 1969 with a B.A. in political science, magna cum laude/Phi Beta Kappa and received a J.D. degree from Harvard Law School in 1972. While at Harvard, Marc founded the customer care consulting/research firm TARP. During his 30 years at TARP, he served as Chairman and was responsible for the initial development of that company's survey research, economic modeling, consulting, training, and software products. Marc also established the TARP Europe office in London and ran that subsidiary on a day-to-day basis for nearly ten years. Marc has provided customer care services to companies in most major industries throughout the world. He conducted a series of research projects in the mid-70's that established the bottom-line benefits of effectively executed customer care programs and helped establish some of the first complaint handling call centers. For nearly 25 years, Marc has been a featured speaker on all aspects of customer care. Marc is married to Diane and has two sons, Richard and Jason.
David J. Beinhacker
David Beinhacker is Chief Research Officer for Customer Care Measurement & Consulting (CCMC). David oversees CCMC’s measurement practice. His client portfolio includes “blue chip” companies from more than a dozen sectors, including Automotive, Consumer Electronics, Financial Services, Health Care/Medical Products, and Small Ticket Packaged Goods. Blending his knowledge of innovative research methods and practical experience, David’s strength is his ability to help clients set priorities and drive actions that improve the “bottom line”. David’s cutting-edge research has been an instrumental factor in the thought leadership achievements of Customer Care Alliance (CCA). CCA is committed to fostering customer care innovation and best practices through national and international studies on emerging customer needs and expectations. David has managed more than 10 CCA studies, including CCA’s Annual Customer Rage study. The results of these studies have been featured in The Wall Street Journal, CNN, MSNBC, the CBS Early Show, and The Washington Post. David has considerable expertise managing customer satisfaction/brand loyalty studies. Prior to joining CCMC, he was a Measurement Manager with TARP. David also has extensive experience in quantitative methods and economic modeling. He served as an Economic Analyst at the American Petroleum Institute and an Economist at the US Coast Guard Headquarters. David has an M.P.A. from American University and a B.A. in Economics from Franklin and Marshall College. David lives in Alexandria, Virginia with his wife Christine and his daughter Helena.
Kelly
A. Dillon
Kelly's graduate-level education in survey design and statistics combined with over 12 years of professional work in the customer care field make her a valuable asset to CCMC. After graduating from Bucknell University in 1992 with a dual major in Psychology and Philosophy, Kelly began her professional life developing an evaluation system for the Federal Emergency Management Agency (FEMA). Kelly completed her Master's Degree work in Measurement, Statistics and Evaluation at the University of Maryland in 1996 and joined TARP shortly thereafter. While with TARP, Kelly spent several years designing and managing customer care research studies and quantifying the bottom line impact of poor service for companies in the US and abroad. Kelly's experience spans many industry sectors, including Automotive, Travel, Consumer Packaged Goods, Internet Commerce, and Associations. Kelly later served as the Director of Research at TARP before joining CCMC in 2003. Kelly lives in Manassas, Virginia with her husband, Michael, daughters Piper and Avery, Great Dane Buddy and Rhodesian Ridgeback Samantha.
Jeff Maszal
Jeff Maszal, Vice President of Sales and Marketing, brings 20 years of contact center consulting and research experience to CCMC. Prior to joining CCMC, Jeff was the Director of Research and CRM Practice Lead for The Management Network Group (TMNG), a leading research and consulting firm in the communications industry located in McLean, Virginia. He was responsible for directing and publishing a series of syndicated studies on the industry impact of wireless number portability in the United States in 2003 and 2004. Widely regarded as the most in-depth series of studies at the time, his work brought TMNG to the forefront in the wireless industry. Jeff began his consulting career with TARP, providing contact center consulting services to key multinational corporations in the United States and Europe. As a TARP Principal, Jeff spent three years at TARP Europe and has managed projects in North and South America, Europe, and Australia. Jeff’s insights and work have been featured in The Wall Street Journal, The Washington Post, The New York Times, The Financial Times, National Public Radio, Bloomberg TV, and CNN. He is an accomplished speaker, having presented at conferences and workshops worldwide. Jeff received his BS from Western Michigan. Jeff currently lives in Alexandria, Virginia.
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