John Burshek
Principal and Founder of Reflection Point Research LLC.
Nationally known consultant, speaker and author regarding
all aspects of Customer Experience Management and it’s
affect on the business enterprise. Mr. Burshek was recently
recognized for his accomplishments in this field of
expertise through election to the Who’s Who in
Executives and Professionals. ”
Forums at which Mr. Burshek has spoken and is invited to
speak include:
-
National Conference of the American Marketing Association
(AMA),
-
Computer-Human Interaction (CHI),
-
International Quality and Productivity Center (IQPC),
-
Usability Professional’s Association (UPA),
-
Washington Credit Union League (WCUL)
- And
various Association Conferences and private company
presentations.
He has been an interviewee, contributing writer and quoted
source in such publications as: Quirk’s Marketing Research
Review, Advertising Age, CRM Guru, ZDNet, ICONOCAST, PC
Magazine and in private company publications such as
Hewlett-Packard and Dell.
Mr. Burshek’s market research industry expertise
as President & CEO of The
Arthur Group, Inc.,
includes high tech, Internet, financial, manufacturing,
consumer products, professional services, consumer products
and retail marketing. He has pioneered new intellectual
advances in measuring price elasticity, e-commerce and
website success factors, and product or concept feasibility.
He has also developed and successfully implemented new
research processes and techniques for both consumer and
business-to-business companies in the areas of
client/customer satisfaction, messaging and value
proposition, demand estimation, audience and customer
measurement.
Throughout this time, John had the opportunity to accomplish
several milestones:
- He
conducted one of the first groundbreaking studies on the
Internet and its impact to mainstream companies in 1993.
- He
co-developed the first business-to-business client
satisfaction research product for professional service
organizations, which is now hailed as the “JD Power
of Professional Services” by each of the Big 4
consulting and accounting firms. In addition, he made
significant contributions to the first book published on
this topic.
- In
1995, John co-innovated and produced
The Inside Internet
Review,
which contained one of the most complete proprietary
databases on the attitudes, habits, lifestyles and future
expectations of both the consumer and business online
communities.
- He
pioneered the development and implementation of online
methodologies for usability testing of websites and
further into communications evaluation of all types.
- He
has provided expert testimony in court cases regarding
research and information techniques, statistical
procedures, methodologies and interpretation of findings.
- He
has served as research consultant of the Evaluation Team
for Lila Wallace-Reader’s Digest Fund, consulting on
audience attendance success factors for the performing
arts community. This Team was responsible for overseeing
one of the largest private financial distributions to the
arts community in the U.S. today.
-
Finally, he developed and implemented TQM benchmark and
tracking processes for industry leading companies.
Results include a client company winning the Deming Award
and Malcolm Baldrige Award in the same year.
Mr. Burshek’s current focus is developing proprietary market
research information systems for
financial service
companies and Fortune 500 clients. His past
technology focus garnered clients such as: Amazon.com,
EarthLink, RealNetworks, AT&T Wireless, ATI Technologies,
Motorola, IBM, Intel, Microsoft, Nortel Networks, ELOAN,
Akamai and Symantec as well as companies such as PointCast
and other technology and internet startup companies.
The impact of this work has been deeply felt among clients.
The actions taken as a result of one project alone resulted
in the market movement of $50 million in revenue from a
competitive firm to the client.
Mr. Burshek resides in Leavenworth, Washington, and serves
on community and educational Boards in addition to company
Board and advisory positions. |
