Dealing with Client Problems & Problem Clients
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Dealing with Client Problems & Problem Clients
Tuesday, November 18
2-3 PM ET

$95 Members
$150 Non Members
Multi-Registration Discounts Available

We want our clients to look good and succeed, but let’s face it, they are not always right.

Clients may at times be misguided, exhibit lack of wisdom, lose sight of economic realities, make unreasonable demands and fail to appreciate the value of our time.

On the other side of the coin, we also make mistakes – from poor research design, statistical errors, insufficient communication, and missed deadlines. There also are internal sales vs. project management issues to resolve.

  • Learn how to best deal with these and many other client-related problems:
  • Requests not included in the initial proposal or project specs
  • An error that is your fault
  • Continuous changes to questionnaire or the analysis plan
  • Client insistence to do something deleterious to the project (sample size, methodology, question wording, etc.)
  • Too many client reps involved in a project

Ideal For: Project Directors/Managers, VPs of Sales and Client Development, anyone in a client-facing capacity.


John Gilfeather, Executive Vice President, Koski Research

John has a distinguished career in market research. He served as Managing Partner at Yankelovich, where he was responsible for all the custom research of the firm. After 30 years at Yankelovich, he joined Roper Starch Worldwide where he was Vice Chairman and head of Roper Public Affairs and Media. Following this, he was Executive Vice President in charge of Stakeholder Management research for TNS North America and then President of John Gilfeather & Associates, a firm dedicated to providing independent and objective research and management assistance and advice to research firms and research departments.

John is a past chair of CASRO and served on its board for nine years. He is a founding member of the Institute for Public Relations' Commission on Measurement and Evaluation and is Immediate Past President of the Market Research Council. John graduated from the University of Notre Dame with a degree in Sociology and attended graduate school at Columbia University. He served 20 years on the Board of Advisors for the University of Georgia Master in Marketing Research program.

Holly Heline Jarrell
, Chief Client Services Officer, GfK Consumer Experiences North America

Holly leads GfK’s Industry and Product units, working closely with these teams to deliver exceptional levels of service to clients and to drive collaboration with the global product and client teams. She serves on GfK’s North American Executive Action Team and Board. In 20 years with GfK, Holly has held various roles, including Group Managing Director of GfK Public Affairs & Corporate Communications, where she led the firm’s advocacy, issues management, public opinion, corporate reputation and communications research activities. She also led GfK’s Consumer Trends units in the US and UK, overseeing GfK’s syndicated consumer trends services, ROPER REPORTS US™, ROPER REPORTS Worldwide™ and Green Gauge,™ the nation’s longest running environmental survey.

An expert in generational marketing and consumer trends, she has been principle researcher on over 50 studies on 50-plus adults on behalf of such clients as AARP and Time Inc. She has written and spoken extensively on topics including the family, mature Americans, environmental trends, the workplace, and branding.  Holly was Global Director, Insights and Research for MS&L, the global public relations firm and part of Publicis Groupe. She created and developed the firm’s insights-based research function. She was also a Senior Vice President of Daniel Yankelovich Group, a premier “boutique” consumer trends practice. There she provided consulting services to leading US companies by helping them apply emerging research trends to their business objectives. Holly received her M.A. in public affairs from the University of Connecticut, where she concentrated in survey research. She is an elected member of the Market Research Council and is currently Past President for the organization.

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