Professional Experience
Mr. Stephen C. Keppel has over twenty-five years of Market Research experience.
A 1980 graduate of the University of Notre Dame with a Degree in Marketing, he has taught Marketing Management at Moravian College in Bethlehem PA and was an instructor at the Blue Cross and Blue Shield Association's Certified Health Consultant School of Marketing where he also worked with several individual Blue Cross and Blue Shield clients. He is a two time Chapter President of the American Marketing Association. Up until 1998 he served on the Board of Directors for the Burn Prevention Foundation. Currently he is a member of the Bank Marketing Association.
In 1987 Steve was named Executive Vice President of Innovative Marketing Resources, Inc. A full service market research firm. He was responsible for the development and growth of IMR's financial and healthcare service research.
In 1992, Steve started his own research company specializing in Service Quality Measurement. He and his staff have developed an integrated research program tracking customer service levels and expectations of service. This program combines the development of an Annual Service Quality Action Plan and the execution of the appropriate measurement programs to monitor the results. The measurement programs include Telephone Customer Satisfaction Studies, Closed Account Studies, Focus Groups with both Customers and Employees, and Shopper Studies. In addition Steve has conducted several lectures and seminars in Poland for the PEKAO TRADING CORPORATIONS' banking clients and in 1998 he led a Seminar Series in Ecuador on "How To Implement A Customer Satisfaction Program." In 2004 he was named to the Board of Directors of The Economic Growth Initiative for Haiti and in 2007 was named the Executive Director of the EGI. The EGI is an Entrepreneur Training Program and Small Business Incubator in Haiti.
Keppel Research has successfully executed Customer Service Evaluation and Tracking Programs for such clients as Blue Cross & Blue Shield, GMAC, Ditech.com, Society(KeyCorp) in Ohio, Mellon Bank, CoreStates Bank, and Fulton Bank in Pennsylvania, Citibank, Chase Manhattan Bank and First United Bank & Trust in Maryland. They have also been involved in several Commercial Testing programs using the Perception Analyzer dial pad technology. Many programs involved interacting with and designing programs for diverse departments within the same company. Our staff of professionals will uncover the Service areas that need improvement, and clearly communicate any Service Trends that need attention.
4036 Hollo Road · Easton, PA 18045 (610) 759-9490 [P] Toll Free: 1-800-242-9705 (In US) steve.keppel@keppelresearch.com© 2007-2010, Keppel Research Consultants. All rights reserved.