Expert profile: Fred Van Bennekom [ Dr. ]

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Description: For 20 years, Fred has worked in the customer support
   industry as an academic, practitioner, and now consultant. Dr. Van
   Bennekom research and business practice examine the use of customer
   feedback for organizational improvement, with a special focus on the
   strategic linkage between customer support and product engineering. He
   specializes in authoring surveys used by support service organizations
   for service program development and for quality control purposes. Fred
   has published in both industry and academic journals and is a frequent
   speaker at industry conferences worldwide. Recently, Fred authored,
   Customer Surveying: A Guidebook for Customer Service Managers.