New York, NY and Denver, CO – Ken Peterson has been promoted to a new role as Chief Operating Officer for the U.S. division. The announcement was made by Matt McNerney, President of Ipsos Loyalty in the U.S. In the role, Peterson will act as Ipsos Loyalty’s face to Ipsos Operations and external vendors, responsible for streamline costing and exploring new technologies. He will continue to serve the needs of his clients for the foreseeable future.
“Ken Peterson is an exceptional researcher with outstanding insight and knowledge into the business of loyalty research,” says Matt McNerney. “As COO, Ken's task is to help improve efficiency, gain an edge in client relationships and link our internal operations and technology teams. Ken has proven himself as an accomplished leader in all these areas. No doubt, he will continue to succeed as COO for Ipsos Loyalty in the U.S.”
In his 12 years with Ipsos Loyalty, Ken’s work has encompassed all areas of market research, with a focus on customer satisfaction and loyalty measurement, operations consulting and global program management. His work has covered retail, health, technology, transportation and finance sectors.
Peterson has worked extensively on the progression of satisfaction measurement, advancing many of these ideas in a chapter he coauthored for the book The Customer Delight Principle, 2001 by McGraw-Hill. He has also been awarded the 2006 Outstanding Paper Award published in Managing Service Quality, Vol. 16, No. 5.
Prior to joining Ipsos Loyalty, he worked in the retail operations and distribution divisions of The Great Atlantic and Pacific Tea Company. He also served as an Instructor in the Mathematics Department of Kean University where he taught advanced undergraduate courses.
“I am looking forward to the challenges ahead,” says Peterson of his new COO duties. “The field of loyalty research is increasingly important to our clients and this is an opportune time to be in this position.”
In the role, Peterson will leverage Ipsos Loyalty’s business applications group to reduce time on tasks, focus greater attention and energy on client servicing and business development. He will also work to enable business development and senior research teams to reduce costs.
Ken Peterson is a graduate of Kean University, having earned a Bachelor’s Degree Summa Cum Laude and a Master’s of Arts degree in Mathematics. His graduate studies include operations research analysis, dynamic numerical analysis, and original applied research in economic game theory. He is also an active member of the Mathematical Association of America and the Institute for Operations Research and the Management Sciences.
Ken resides in Aurora, CO with his family.
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