Rodolfo (Rudy) Vidal Email and Phone Number
Rodolfo (Rudy) Vidal work email
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Rodolfo (Rudy) Vidal personal email
An engineer and Computer Scientist by training, I have spent most of my working life, concentrated on Corporate Strategy, Sales, Marketing and Customer Centricity. About 20 years ago I developed a true passion for Customer Centricity.After my tenure as Director of Extreme Customer Satisfaction for Panasonic, Chief Customer Officer for inContact, I decided to devote myself to helping companies achieve and manage customer loyalty.I believe Customer Centricity is the largest untapped brand differentiator. It increases revenue, reduces expenses and helps us become better companies.Specialties: Leadership Clarity, Policy & Process, Employee Engagement and Customer Experience Management.
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Managing DirectorVidal Consulting Group Sep 2007 - PresentSalt Lake City, Utah, UsWe help businesses achieve extraordinary growth through a systematic focus on customer values. Customer Loyalty is never an accident. It happens through the purposeful management of intentions, policies, processes and delivery mechanisms. We believe we can help make the world a better and more profitable place, through improved customer care.
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Strategic AdvisorChief Customer Officer Council Oct 2009 - Oct 2017Littleton, Ma, Us -
Chief Customer OfficerIncontact Dec 2007 - Feb 2009Hoboken, New Jersey, UsinContact is the premier provider of Software as a Service solutions for Customer Contact Centers. Its integrated components cover the full scope of call center management needs while its off premise delivery model liberates organizations, large and small from the hardships of maintaining, modifying and developing systems.This is the best thing to happen to call centers since the invention of the ACD. -
Director - Extreme Customer SatisfactionPanasonic North America Nov 2005 - Dec 2007Newark, Nj, Us• Received JD Powers Customer Satisfaction Award for Business Copiers, November 2006. After 10 years of declining sales and less than 2% market share, Panasonic Digital Document Company repositioned itself and is regaining its market strength through a focus on customer service. • Achieved Call Center Turnaround from ineffective to the best in the Consumer Electronics Industry, receiving certification as a center of excellence from Benchmark Portal/Purdue University.• Customer Satisfaction rate improved from 65% to 93%, Brand Loyalty increased from 30% to 60%. Cost per contact reduced by 20%. Increased loyalty resulted in incremental sales estimated at $75MM in the first 12 months.• First Visit Resolution increase of 65% and sales increase of 30% vs. LY. Envisioned, formulated and led the redesign of Panasonic.com from “company centric” to “customer centric”, resulting in increased customer satisfaction, increased sales and a planned reduction in Customer Contact Center costs of $2M in FY’07. • Developed and Managed Deployment of Plasma Concierge Program – Industry leading Customer Care Program in Consumer Electronics. – Independently ranked best supported Plasma brand by Empower and Associates. October 2006, received Brand Keys 2007 - #1 Loyalty Brand in Plasma.• Currently responsible for development and delivery of “New Employee Orientation Seminar”. -
Director - Strategic Corporate PlanningPanasonic North America Apr 2002 - Nov 2005Newark, Nj, Us• Developed and led organizational restructure for Panasonic North America (FY’04 ~FY’05).Effort included: Consolidation of business units, reorganization of sales force, deployment of new brand strategy (ideas for life), the cultural and operational shift from “Sell-in” to “Sell-through” via Vendor Managed Inventory System and the implementation of new disciplines and processes in Sales companies. Impact: $125 MM in fixed cost reductions, with sales achievement of 106% vs. Previous Year. Reduced inventory turnover days from 35 to 17 days and increased free cash flow. • Conceived and developed the Extreme Customer Satisfaction (XCS) Division, redefining corporate drivers for growth in a commoditized business environment. Resulting in $155MM of incremental sales since 11/05.• Developed curriculum and directly facilitated the XCS Management Workshops as the key initial driver of cultural change for 385 members of management, over 9 months. • Developed and deployed the Education Market initiative across all business units, resulting in an increase of $150M sales in 2 years.• Developed the first KPI-based management system, including management procedures and methodologies. This system was adopted and is still in use at the Business Operations Council of Panasonic North America• Served a two year term as secretariat for the Business Operations Council (Operating Board of all Presidents across Panasonic), in charge of agenda creation and meeting effectiveness.
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General Manager - Sales And Marketing DivisionPanasonic North America Jan 1996 - Mar 2002Newark, Nj, Us• Managed day to day sales operation and administration for $4B CE business. Increased sales per head by 25%, re-engineered sales processes and reduced order processing time from 20 days to 2 days.• Developed and implemented Sales Programs by Channel of Distribution - • Directly responsible for management and growth of Buying Group Sector from $200MM to $400MM (2000 ~2002)• Development and implementation of Corporate Marketing Strategies. Initial Development of Internet Marketing/E-commerce Strategy.• Developed ROI and led implementation of Seibel Sales Force Automation and CRM system.• Developed the first local area and Ethnic Marketing Department in charge of creating local marketing relationships with CE retailers and other value added partners (movie theaters, theme parks, museums, art galleries, performance venues, etc).
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Asst. General Manager - Corporate Planning And Marketing Services DivisionPanasonic North America Sep 1991 - Jan 1996Newark, Nj, Us• Coordinate brand/merchandising strategy.• Formulation of market analysis, market development plans and sales action plans.• Preparation of corporate sales budgets by product category.• Development and coordination of corporate reorganizations.• Supervise company’s market research activities.
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Manager – Service Planning DivisionPanasonic North America Apr 1987 - Aug 1991Newark, Nj, Us• Developed and implemented Product Renewal Division. Including the installation of 3 Product renewal centers (Atlanta, Chicago and Los Angeles) for processing and reselling of returned merchandise. • Direct Impact: reduction of markdown expenses of $17MM.• Developed the first externally accessible technical database (Panasonic Advanced Service Systems), which is still in use today.
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Product EngineerPanasonic North America Aug 1983 - Mar 1987Newark, Nj, Us• Resident technical authority on Television and Satellite Receiver Technology.• Responsible for Quality assurance and required redesigns• Responsible in assisting independent repair technicians in diagnosis and repairs.• Delivered technical training to repair technicians – voted trainer of the year 3 years in a row.• Engineer in charge of support to NASAs Atlantis Shuttle (STS-37) successful SAREX experiment.• First time in history pictures were transmitted and received from Earth to an Orbiting Satellite.
Rodolfo (Rudy) Vidal Skills
Rodolfo (Rudy) Vidal Education Details
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Kean UniversityComputer Science -
Middlesex CollegeElectrical And Electronics Engineering
Frequently Asked Questions about Rodolfo (Rudy) Vidal
What company does Rodolfo (Rudy) Vidal work for?
Rodolfo (Rudy) Vidal works for Vidal Consulting Group
What is Rodolfo (Rudy) Vidal's role at the current company?
Rodolfo (Rudy) Vidal's current role is Business Process Optimization and Customer Experience Management.
What is Rodolfo (Rudy) Vidal's email address?
Rodolfo (Rudy) Vidal's email address is ru****@****dal.net
What schools did Rodolfo (Rudy) Vidal attend?
Rodolfo (Rudy) Vidal attended Kean University, Middlesex College.
What are some of Rodolfo (Rudy) Vidal's interests?
Rodolfo (Rudy) Vidal has interest in Management, Customer Satisfaction, Social Improvement, Art, Music, Human Behavior.
What skills is Rodolfo (Rudy) Vidal known for?
Rodolfo (Rudy) Vidal has skills like Strategy, Leadership, Strategic Planning, Management, Saas, Customer Satisfaction, Program Management, Marketing, Business Strategy, Strategic Partnerships, Sales, Customer Experience.
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