Dawn Summers Email & Phone Number

Dallas, Tx, Us

Dallas-Fort Worth Metroplex

M/A/R/C Research is a consulting firm providing insights and strategies to empower clients worldwide with the clarity to move forward with confidence.My primary areas of focus at M/A/R/C are in the areas of Healthcare/Insurance, Retail/E-Commerce, Restaurant/Hospitality and CPG.

United States

Plano, Tx

Identified market trends and whitespace opportunities and delivered actionable insights about consumer preferences, motivations and behaviors to C-suite. Leveraged qualitative and quantitative methods to analyze customer behavior and managed high-impact program portfolios encompassing Voice of the Customer (VoC) and User Experience (UX) testing programs. - Integrated new VoC platform, partnering with IT to integrate software into e-commerce platform and store POS systems. Worked with C-suite steering committee to align on program goals, survey content, reporting, and roll-out / training to the entire organization. Led small team of Managers and Sr. Managers to gather program requirements (pre-launch) and assist with program rollout. - Developed and executed panel interview between CEO and members of new target shopper segment to introduce target to executive team, preparing interview guide and co-producing video highlight reel. - Produced innovative strategy for capturing customer journey and motivations during major shopping events, optimizing product positioning during Holiday Season. - Elevated accuracy of trend analyses by generating new online co-creation process connecting team of designers with 200 customers during product development life cycle. - Introduced new intercept survey technology / software to deliver short targeted surveys, leading to improved user interface and experience (UI/UX).

Dallas-Fort Worth Metroplex

Designed and managed primary research projects for clients in industries that include automotive, restaurant / hospitality and non-profit. Owned end-to-end project management from proposal to analysis and presentation. - Conducted surveys, intercept interviews and focus groups for several multi-unit restaurant chains, providing insights regarding barriers to trial and usage, reasons for defection and recommendations for improving the customer experience.- Partnered with 17 General Motor dealerships in Texas as Standards for Excellence (SFE) Facilitator, driving improved customer service using customer survey results and process improvement best practices.- Managed event feedback for non-profit, providing event and trainer ratings after learning events.- Provided ongoing VoC feedback for clients across casino / gaming and aviation industries.

Dallas, Texas, United States

Assembled and directed small team of researchers focused on measuring VoC, identifying and reporting relevant industry trends in reports, industry articles / publications and conferences. Assessed opportunities to better serve 17,000 members coming from multiple countries and industries, including corporate / association event planners and representatives from Travel / Tourism industries and other industry suppliers. - Influenced strategic planning, supporting diverse, international Board of Directors. - Contributed public speaking talent, presenting industry trends and research at meetings and worldwide conferences to audiences with up to 200 participants.- Enhanced survey process for overall membership and event satisfaction.- Piloted beta testing research for new career assessment website / tool.

Dallas, Texas, United States

Designed and executed custom research projects, managing entire life cycle from design and proposal to presentation of results. Extended strategic and tactical support to additional study stakeholders. - Created member segmentation model for Nikebasketball.com, enhancing targeted marketing and loyalty.- Evaluated and updated Western Union’s customer satisfaction model and survey.- Reviewed CVS/Pharmacy satisfaction/sales data, analyzing impact of store redesigns and operational changes.

Managed qualitative and quantitative market research studies that spanned the globe. Served as primary client contact, project manager, analyst and presenter.

Managed the customer and employee satisfaction tracking programs, managed and assisted with various other qualitative and quantitative market research projects, including ATU studies, brand assessments, etc. Managed the customer call center.

Ms (No Degree/Thesis), Industial-Organizational Psychology, 3.7

Ba, Psychology

Bachelor Of Science - Bs

Psychology