ClienTell® Consulting, LLC
A customer-driven turnaround...
      Melinda Goddard championed customer satisfaction measurement and initiatives for the diagnostics division of a leading health care company from 1992 through 1997, when the US affiliate sought to achieve leadership and profitability through customer satisfaction. Prior to 1992, the company rarely met its business goals.
        By 1997, top-box satisfaction scores increased from 36% to 67%. The company exceeded its profit goals and became the fastest growing company in its industry, as well as its parent company, worldwide. Although customer focus was not the only factor, it was a major factor in these results. This case study was later published in Marketing Management.*

*American Marketing Association, Fall 1999, pp. 57-63.


A customer-driven turnaround...
Championing challenging changes...
A customer-driven career...
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