Presenters

Nigel Hill has been involved in customer satisfaction for 15 years, forming The Leadership Factor to specialise in the discipline in 1996. He is the author of several books including ‘The Handbook of Customer Satisfaction and Loyalty Measurement', ‘How to Measure Customer Satisfaction', and ‘Customer Satisfaction - the customer experience through the customer's eyes'. He presents courses and workshops on 'Customer Surveys' in the UK, US and Australia.

Development Manager for The Leadership Factor. Stephen has been instrumental in developing The Leadership Factor's unique methodology in satisfaction and loyalty measurement, specialising in the advanced statistical analyses required for modelling. Stephen is often invited to write articles for journals in the UK. He presents ‘Analysing & Reporting', ‘Customer Surveys', ‘Customer Satisfaction and Loyalty' and ‘Improving Customer Satisfaction'.

Jim Alexander has been with The Leadership Factor since Autumn 1996, becoming a Director in June 1998. He is a full member of the Market Research Society and a member of Mensa. Jim brings the knowledge and experience developed over 25 years' client side experience creating, interpreting and using many kinds of research information, from sales data for monitoring and forecasting through to image research for strategy development. Ten years with Mercedes-Benz (UK) included creation of their customer satisfaction measurement programme and CRM programme. Jim speaks at conferences on customer satisfaction in the UK and overseas and is joint author of the "Handbook of Customer Satisfaction and Loyalty Measurement". Jim presents ‘Questionnaire Design',  ‘Improving Employee Satisfaction' and ‘Customer Satisfaction and Loyalty'. 

Rachel joined The Leadership Factor in 2005 after twelve years in the book and magazine publishing sector with responsibility for sales, marketing, pr and forward planning. She has worked in business- to-business and consumer sectors. Rachel graduated with a B.A in Commerce in 1990 and has also worked in credit control and merchandising as well as publishing. Now a Client Manager with The Leadership Factor, Rachel manages many customer satisfaction projects for clients including Direct Line, James Walker, Royal Bank of Scotland and William Reed. Rachel presents ‘Complaints Management' and ‘Facilitating Focus Groups'. 

Mark joined The Leadership Factor in 2005 after twenty years in market research working for AC Nielsen, the largest research company in the world.  Mark worked in various Field Management roles and also in Client management with Clients such as Tesco, Mars, Nestle, ASDA, and Boots. Now as Client manager at The Leadership Factor he is currently working on projects with clients such as Johnsons Apparelmaster, First Trust, Royal Bank of Scotland, Tarmac and Visa. Mark speaks at conferences and runs courses on both ‘Customer and Employee Satisfaction'. 

Richard joined the Leadership Factor as a Client Manager after eight and a half years with GE Fleet Services (the UK Fleet division of GE Commercial Finance, a global business and part of General Electric -U.S). His latter role was as a Corporate Account Manager, dealing with both UK and European large accounts. During his time at GE, Richard gained his Green Belt Six Sigma certification alongside his work on strategic account development and proactive customer management with accounts that included Canon, AIG, Avon Cosmetics and Rockwell Automation. Prior to his time at GE, Richard held roles with British Car Auctions and the Crown Prosecution Service. Within Richard's current role, he is responsible for developing new clients for The Leadership Factor, and has also worked with Manchester United, Tarmac, Hilti GB, Xerox Global Services, The Co-operative Bank and Principality Building Society. Richard also presents a number of seminars including Customer Satisfaction Measurement, Telephone Interviewing and Treating Customers Fairly. He holds an MRS level 5 Advanced certificate in Market and Social Research. 

Iain joined The Leadership Factor as Client Manager in 2005 after ten years of successful account management in the marketing services and publishing sector. As an Account Manager Iain has worked with a diverse range of large organisations including WH Smith, ASDA, Mirror Newspapers and Burger King. Iain is currently managing satisfaction measurement projects for Broomleigh Housing, Havelock Homes, Presentation and Swan Housing. Iain is also Client Manager for The Leadership Factor's large ongoing satisfaction projects including Royal Bank of Scotland Insurance, Crest Nicholson and Remploy. Iain presents courses on ‘Customer Surveys' and ‘Improving Customer Satisfaction'. 

Rachel, a former contestant on the Krypton Factor, selected as one of 36 televised contestants from over 10,000 applicants, and a former member of the British Ladies White Water Slalom Canoeing Squad, is always keen to achieve excellence in her profession. Rachel is a highly motivated individual, who develops and delivers inspirational training to employees at all organisational levels. Rachel firmly believes that to be truly effective training must be participative, enjoyable, memorable and FUN! Organisations in both the public and private sectors who have benefited from Rachel's approach include: Caterpillar UK, Dunlop Aviation, MOD, Home Housing Association, Rugby PCT, Copeland Homes, Wincanton Logistics, Tibbett and Britten, Exel, DHL, Cleanaway, Chester-Le-Street District Council and Linde Trucks. She presents ‘Advancing the Service Culture'.