Jim Rohrer

In my consulting business I have been able to facilitate dramatic increases in client loyalty. We do so by applying critical loyalty measurments and defining loyalty barriers. We then deverlop programs to remove the barriers.

As Customer Care Officer for a dot com startup, we developed and launched the customer care activities in record time enrolling millions of new customers and helping it achieve a successful IPO. The key to success was speed and we had over 500 trained agents in place within 45 days.

As COO of a customer service (call center) outsourcer we served many fortune 100 companies with customized customer service programs. We developed unique programs to exceed their customer service goals. To do so we created hiring profiles, customized training and unique compensation to insure that the high standards were exceeded..

As VP Customer Satisfaction for Sears I developed and implemented a highly successful customer recovery strategy which moved customer loyalty from 47% to 97% in six months among 300,000 customer relations callers. Added $15 million in revenue annually with this successful strategy.

As VP Sears Automotive led the auto center turnaround restoring the centers to profitability by dramatically reworking our customer service offerings which dramatically improved customer service to our customers. Profits returned from significant losses in the first year, and doubled in the second year. (over one hundred million dollar turnaround)

As National Telecatalog Manager at Sears Catalog I developed and ran a massive inbound call network of some 16,000 people taking 60 million calls annually. We answered 92% within three rings for 7 years in a row and at the lowest cost per call in the industry. We dded sixty million in revenue annually through add-on and substitute item selling. Increased overall revenue every year for six years..