Take Your Technical Support Services to the Next Level
Do you know your Gaps-to-Great?
Customer satisfaction is the nexus between expectations and experience, and a great technical support experience anywhere influences your customer’s expectation of your performance. Understanding what constitutes a “great experience” is the key to understanding why your customers aren’t satisfied with the technical support you are providing. By discovering your “Gaps-to-Great” you can sequentially focus your limited resources only on the gaps that will get you to great performance quickly.
At JD Power, we KNOW what customers want most, what top performers do, and can teach you to get there as quickly as possible. Check out our solutions below to learn more.
Customer satisfaction is the nexus between expectations and experience, and a great technical support experience anywhere influences your customer’s expectation of your performance. Understanding what constitutes a “great experience” is the key to understanding why your customers aren’t satisfied with the technical support you are providing. By discovering your “Gaps-to-Great” you can sequentially focus your limited resources only on the gaps that will get you to great performance quickly.
At JD Power, we KNOW what customers want most, what top performers do, and can teach you to get there as quickly as possible. Check out our solutions below to learn more.
How does your technical support organization stand up against others?
Understanding how your organization stacks up against your competitors and best in class technical support organizations helps you identify where you are falling short and where you should be focusing improvement efforts.
JD Power provides comprehensive measurement of customer satisfaction and operational performance to help you prioritize actions that will maximize the customer experience without breaking budgets or wasting time.
- What standards of excellence drive customer satisfaction the most?
- How does your technical support performance compare to certified top performers across industries?
- What matters most to your customers?
- How do you identify the most effective improvement opportunities?
Understanding how your organization stacks up against your competitors and best in class technical support organizations helps you identify where you are falling short and where you should be focusing improvement efforts.
JD Power provides comprehensive measurement of customer satisfaction and operational performance to help you prioritize actions that will maximize the customer experience without breaking budgets or wasting time.
- What standards of excellence drive customer satisfaction the most?
- How does your technical support performance compare to certified top performers across industries?
- What matters most to your customers?
- How do you identify the most effective improvement opportunities?
Benchmarking Solutions
What can you do to improve?
Whether working to develop the most effective operation or preparing for JD Power certification, technical support executives must be careful to choose the right activities against which to deploy limited resources. Pursuing ineffective activities wastes time and money, reduces staff morale, and puts high-potential employees at risk. JD Power delivers both a snapshot of your current operation and prescriptive guidance on how to increase performance.
Whether working to develop the most effective operation or preparing for JD Power certification, technical support executives must be careful to choose the right activities against which to deploy limited resources. Pursuing ineffective activities wastes time and money, reduces staff morale, and puts high-potential employees at risk. JD Power delivers both a snapshot of your current operation and prescriptive guidance on how to increase performance.
Performance Improvement Solutions
What does it take to have a JD Power certified technical support organization?
JD Power certification programs are rigorous, designed to help drive continuous improvement across an organization’s technical support channels. The programs directly address the performance your customers and management value most, offering meaningful recognition by a trusted, credible source to boost awareness, sales, and profits.
JD Power certification programs are rigorous, designed to help drive continuous improvement across an organization’s technical support channels. The programs directly address the performance your customers and management value most, offering meaningful recognition by a trusted, credible source to boost awareness, sales, and profits.
Certification and Verification Programs
Experts You Can Count On
Mark Miller
Managing Director, Advisory Services
Mark's Bio
Mark Miller
Managing Director, Advisory Services
Mark Miller leads the JD Power Global Customer Service Advisory and is responsible for thought leadership, solutions development, strategic alliances and client support. He leads customer service, technical support and sales performance improvement and certification initiatives for the company.
Mark has over 20 years of performance-improvement consulting experience working with small, medium and Fortune 500 clients in more than a dozen industries to improve sales, customer service and technical support operations. Through his work leading the JD Power Certified Customer Service Program across channels, Mark has had the opportunity to interact with over 600 high-performing contact centers, which has given him a unique understanding of what customers want and what top performers across industries actually do to deliver an outstanding experience. With this perspective to draw from and with access to the most comprehensive research data around what defines and drives an outstanding customer experience, Mark is one of the foremost authorities on what top performers do to create a differentiated customer experience.
Prior to joining JD Power in 2000, Mark served as a strategy and operations consultant to senior-level management, as well as an executive in the sporting goods, computer and networking services, offshore software development and Internet security industries.
Mark has a bachelor’s degree in journalism from The University of Texas at Austin and an MBA in marketing (with honors) from Regis University. He was selected as a member of the Alpha Sigma Nu Honor Society.
Rich Bongiorno
Managing Director, GBI Product Management
Rich's Bio
Rich Bongiorno
Managing Director, GBI Product Management
Rich Bongiorno is Managing Director, Customer Service Advisory at JD Power. He is responsible for the management of the company’s Customer Experience Management product, including the Voice of Experience (VoX) data and analytics technology platform, which is JD Power’s solution for customer experience management. In this role, he sets the strategic direction and product development road map in this space for JD Power. Additionally, he supports business development efforts as a subject matter expert within the organization.
Mr. Bongiorno joined JD Power in 1998. Prior to his role in Product Management, he led a global business transformation initiative for JD Power, which focused on improving the way the company designs, executes and delivers its syndicated and proprietary data and insights products to the market. This initiative involved global teams across the company organized into work streams.
Earlier at JD Power, Mr. Bongiorno held several roles of increasing responsibility across several syndicated and proprietary research engagements. He was responsible for the management and execution of some of the company’s most respected and watched syndicated studies across the automotive industry.
On the proprietary side of the business, Mr. Bongiorno has been responsible for some of JD Power’s largest and most complex proprietary tracking engagements across several different industries. During his tenure in this role, his team was nominated for and received the American Honda Premiere Partner Award multiple times.
Mr. Bongiorno received an MBA from Pepperdine University. He holds a certificate in Pragmatic Product Management and a Lean Six Sigma green belt certification.
Mark Miller
Mark Miller
Mark Miller leads the JD Power Global Customer Service Advisory and is responsible for thought leadership, solutions development, strategic alliances and client support. He leads customer service, technical support and sales performance improvement and certification initiatives for the company.
Mark has over 20 years of performance-improvement consulting experience working with small, medium and Fortune 500 clients in more than a dozen industries to improve sales, customer service and technical support operations. Through his work leading the JD Power Certified Customer Service Program across channels, Mark has had the opportunity to interact with over 600 high-performing contact centers, which has given him a unique understanding of what customers want and what top performers across industries actually do to deliver an outstanding experience. With this perspective to draw from and with access to the most comprehensive research data around what defines and drives an outstanding customer experience, Mark is one of the foremost authorities on what top performers do to create a differentiated customer experience.
Prior to joining JD Power in 2000, Mark served as a strategy and operations consultant to senior-level management, as well as an executive in the sporting goods, computer and networking services, offshore software development and Internet security industries.
Mark has a bachelor’s degree in journalism from The University of Texas at Austin and an MBA in marketing (with honors) from Regis University. He was selected as a member of the Alpha Sigma Nu Honor Society.
Rich Bongiorno
Rich Bongiorno
Rich Bongiorno is Managing Director, Customer Service Advisory at JD Power. He is responsible for the management of the company’s Customer Experience Management product, including the Voice of Experience (VoX) data and analytics technology platform, which is JD Power’s solution for customer experience management. In this role, he sets the strategic direction and product development road map in this space for JD Power. Additionally, he supports business development efforts as a subject matter expert within the organization.
Mr. Bongiorno joined JD Power in 1998. Prior to his role in Product Management, he led a global business transformation initiative for JD Power, which focused on improving the way the company designs, executes and delivers its syndicated and proprietary data and insights products to the market. This initiative involved global teams across the company organized into work streams.
Earlier at JD Power, Mr. Bongiorno held several roles of increasing responsibility across several syndicated and proprietary research engagements. He was responsible for the management and execution of some of the company’s most respected and watched syndicated studies across the automotive industry.
On the proprietary side of the business, Mr. Bongiorno has been responsible for some of JD Power’s largest and most complex proprietary tracking engagements across several different industries. During his tenure in this role, his team was nominated for and received the American Honda Premiere Partner Award multiple times.
Mr. Bongiorno received an MBA from Pepperdine University. He holds a certificate in Pragmatic Product Management and a Lean Six Sigma green belt certification.
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Contact us to learn more about JD Power’s technical support solutions!
Are you a business professional interested in JD Power products and services? If so, fill out this form! We'll be in touch.
To join the JD Power customer service mailing list, please fill out this form.