Jim Jubelirer has designed and implemented programs that bring the voice of the customer into organizations facing complex competitive challenges. His clients are from a wide variety of industries and include a fast-growing division of a Fortune 50 company, America’s most profitable company, and one of the world’s largest financial services firms. Jubelirer has also conducted global research projects and worked with managers from 25 countries. Jim is also an instructor at ASQ (American Society for Quality) and will host a training series on customer service measurement in November. For more information, visit www.asq.org/service-quality-measurement.