Background
Xavier Quenaudon is an accomplished international marketing professional with over 20 years of experience in consulting, market research, and concrete application of the Service-Profit Chain concept. His field of expertise is in the area of Customer Satisfaction (aka Consumer Insights or Customer Experience).
Over the past 15 years, he has consulted with companies such as Yahoo!, ServiceMaster, Cable & Wireless, DIRECTV, NORTEL, Emerson, Stryker, Arrow Electronics, Domino’s, Barclays, Société Générale, One2One (T-Mobile UK), Capital One, US Air Force Services, AAFES (Army & Air Force Exchange Services), the Department of Defense, Navy Fleet & Family Readiness, and a number of agencies in the Federal Government – providing fact-based, actionable recommendations designed to improve the customer experience and positively impact the bottom line
Xavier has extensive expertise in the design and implementation of Employee and Customer Satisfaction Measurement Programs focused on identifying actionable results and delivering maximal ROI. Seasoned in implementing effective solutions in complex settings, he relies on his international background to provide consulting services that are based on flexibility, creativity, and openness.
Xavier was born in Rotterdam of French parents and spent 10 of his first 16 years in the Netherlands. Overall he has lived at least 10 years in each the Netherlands, France, and US. His international upbringing has enabled him to excel in business settings involving individuals from other countries and cultures. He has managed clients and conducted business meetings in the US, Canada, England, France, Germany, the Netherlands, Switzerland, Belgium, Sweden, Caribbean (17 countries), Panama, Japan, Hong-Kong, Singapore, Bahrain, and Dubai
Education
Xavier holds a Masters Degree (Marketing & International Business) from the Ecole Supérieure de Commerce de Paris (now known as ESCP Europe) and a Masters in Business Administration (MBA) from the University of Michigan’s Ross School of Business.
Areas of Expertise
CONSULTING
- Employee & Customer Satisfaction measurement programs
- Action planning, end-user training
- SWOT analysis
- Target setting and metrics alignment
- ROI analysis
- 6-sigma integration
MARKET RESEARCH
- Strategic & tactical surveys
- Qualitative & quantitative research
- Brand research
- Customer segmentation
- Benchmarking, competitive analysis
- Linkage analysis
- Consumer & B2B research
OTHER
- New business development
- Budgeting and P&L
- International coordination
- New product development
- Team building
