David McQuillen of Credit Suisse Keynotes During 2007 ACCM
Boston, MA, May 23, 2007
— David McQuillen, vice president of customer experience and voice of the customer at Credit Suisse (Zurich, Switzerland) spoke today during the last day of the Annual Conference for Catalog & Multichannel Merchants (ACCM), which was held May 21 – 23 at the Boston Convention & Exhibition Center.This morning, ACCM attendees learned from the company official who, among other things, made his bosses spend time in wheelchairs, wear weighted suits designed to resemble the feel of being 70, and eat their lunch in the dark. The experiment aimed at helping executives understand their customers with disabilities, as chronicled by Fast Company magazine, is just one "immersion" tactic that McQuillen employs when recreating the customer experience for executives who may be out of touch.
This and other methods of customer experience improvement earned McQuillen an honor from Fast Company, which named him one of the "Top Ten Creative Minds of 2006."
McQuillen told ACCM delegates how companies can set up programs to help its leaders understand the customer experience through the corporate Web site, call center, in person, and through printed materials. He explored the impact these programs can have on establishing a true customer culture that will improve customer satisfaction and sales. Simply put: A customer-friendly business is a more competitive business.
At Credit Suisse, McQuillen leads two teams. The first, Customer Experience, is a team of designers charged with improving customer experiences at all customer touchpoints. The second team, Voice of the Customer, is responsible for helping Credit Suisse's more than 250 Lean Sigma Black Belts gather, manage, and act on client insights.
McQuillen’s prior experience includes work at e-Invest, Accenture Strategic Services, and NCR. His efforts have been featured in magazines such as Fast Company, Entrepreneur, Darwin, and leading marketing magazines in Europe.
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