THE PCG TEAM

Norman Kaiser

Director of Finance and Operations

Mr. Kaiser has over 25 years’ experience in operations in fast-paced, high pressure environments with a demonstrated history of building successful teams, leading change management and technology implementations.

Prior to Pacific Consulting Group he was the Vice President of Operations for Pasha Automotive Services in San Diego responsible for P&L for all terminal operations, and labor relations overseeing 450 employees. Previously he was proprietor of NK Maritime Consulting where he spearheaded analyses on automation and led product development for a software provider. Mr. Kaiser served as the Vice President and General Manager of Operations for Ports America, starting up and leading operation. .He has extensive experience in logistics and transportation, P&L management and human resource management which he leverages to manage daily operations, finance, HR and contracts for PCG.

Mr. Kaiser has a bachelors in Chemistry from Lake Forest College and also attended Northwestern University for extended studies.

Tom Cooper

Director, Client Solutions

Tom has more than 35 years experience in the customer success industry, serving a wide range of public, private, and nonprofit organizations. He is deeply involved in innovation and improvement projects, turning customer information into actionable initiatives that ultimately boost revenues or improve customer service. He’s led over 100 projects to understand customer satisfaction drivers and develop solutions that improve both customer and business results. Tom co-developed the Net Impression^® technique for identifying customer service improvements with highest leverage impact.

Tom specializes in identifying customer investments with the greatest return. He led multiple engagements during his 17-year relationship  with the Internal Revenue Service, all aimed at improving taxpayer satisfaction and business results. This includes overseeing data analysis and predictive projects across the agency, and developing transactional customer and partner satisfaction surveys for each IRS division. Other notable clients include Centers for Medicare & Medicaid Services, Veterans Administration, Department of Commerce, Export-Import Bank, and the U.S. Forest Service.

Expertise

• Founder and leader of Net Impression methodology
• Expert in understanding customer satisfaction drivers and developing solutions to improve both customer and business results
• Specializes in identifying customer investments with the greatest return
• Has directed projects in the fields of health care, consumer services, computers and internet technology, education, financial services, telecommunications, utilities, professional services, transportation, and non-profit groups

Education and Affiliations

• Stanford School of Business, MBA
• Princeton, AB in Economics
• Member, Stanford Business School Alumni Consulting Team (ACT)
• 10-year tenure as Coach coach of Stanford Business School students
• Former Service Marketing Instructor, Stanford Graduate School of Business
• Board, Palo Alto YMCA

 “Asking ‘why not’ leads to great outcomes.”

Peter Webb

Senior Research Fellow

Pete has 35-plus years of experience in communications, social marketing, customer experience, marketing and survey research, and quantitative methods. He has applied his expertise to government, health and human services, education, financial services, housing, energy, telecommunications, and advertising. He has directed projects that measured and improved passenger satisfaction at Boston Logan International Airport, Massachusetts Port Authority, and the three major New York area airports, as well as for numerous airlines including American, United, Continental, and Southwest.

Pete co-developed PCG’s Net Impression^® Leverage Analysis and Service Innovation processes, as well as the Net Optimizer-Communications model, an innovative communications concept testing program that prioritizes combinations of media and messages for achieving specific behavioral objectives. As an active member of the Innovations in Social Marketing group (ISM), Pete helped organize and conduct global social marketing conferences that brought together social marketing practitioners and academic experts. He’s taught marketing at the University of Illinois and at Stanford University’s Graduate School of Business.

Expertise

• Specializes in service design, survey research, quantitative analysis, and marketing communications that encourage behavior changes
• Founder and developer of proprietary analysis technique for prioritizing service improvements processes
• Co-developer of Net Impression^® leverage analysis and service innovation
• Co-developer of the Net Optimizer-Communications for determining best message campaign

Education and Affiliations

• Stanford, PhD, Marketing
• University of Chicago, MBA
• Yale, BA, Mathematics and Economics
• Innovations in Social Marketing Group (ISM), Member
• Steering Committee of Innovations in Social Marketing and Conference Group
• Contributor to Social Marketing by Philip Kotler and Nancy Lee

“Analytics is actually a creative endeavor.. because when done well it reveals opportunities.”

Matt Price

Director, Customer Insights

Matt has worked as a marketing researcher since 2006, rising from associate analyst at a research firm to director of research insights for the in-house research group of an advertising agency. He has developed research plans and led studies for both quantitative and qualitative studies in the political/campaigning space, financial services and retail. At Finn Partners agency Matt led online and phone surveys and conducted virtual and in-person focus groups as well as in-depth interviews. He led the internal team, ensuring adherence to proper methodology and managing project activities to ensure excellence of research products. He serves as Adjunct Professor in Political Data and Analysis at The George Washington University, teaching statistics and questionnaire design. Matt earned a B.A. in Government and Politics from the University of Maryland and an M.A. in Political Management from the George Washington University.

Expertise

• Qualitative research moderator
• Message testing
• Attitudinal and behavioral research

Education and Affiliations

• B.A. Government and Politics, University of Maryland
• M.A. Political Management, The George Washington University

Toby Board

Senior Research Analyst

Toby is a survey researcher with over 6 years of experience in survey design and analysis spanning multiple fields of research, including law, criminal justice, political science, marketing, sociology, and psychology. Toby’s expertise is in the design, programming, and collection of both small- and large-scale surveys with the objective of receiving actionable data at a high response rate. Toby has managed fielding for online, phone, and mail surveys ranging from 50 to more than 5000 completes. Additionally, Toby has extensive experience in the management, cleaning, and analyzing of survey data. He is well-versed in several types of statistical analytics software, including SPSS, SAS, R, and JASP. Toby has experience in data visualization software, including PowerBI, Tableau, and Google Charts. He has led data collection for academic, government, and commercial clients such as East Carolina University, North Carolina State University, North Carolina Department of Environmental Quality, United Way, Vidant Health, and the City of Raleigh.

Education & Affiliations

• PhD in Occupational Health Psychology, East Carolina University, in process
• M.A. in General Theoretical Psychology, East Carolina University, 2018
• M.A. in Clinical Psychology, Eastern Illinois University, 2016

Ariga Eyvazi

Research Analyst

Ariga is a board-certified Behavior Analyst with 7 years of experience providing behavior change services She has an extensive background in project management, behavior skills training, data collection, analysis and interpretation, and survey programming, Ariga leverages her expertise in behavioral analysis to gain deeper insight into people’s experiences, beliefs, motivations, and the impact of environmental factors on their behavior. Previously, Ariga served as a Qualitative Researcher at the University of California, Los Angeles, where she successfully implemented focus groups and survey administration to understand attitudes and behaviors. Additionally, as a Director of Training, Ariga effectively oversaw 20+ trainees and managed the entire training cycle from initiation to completion. Her unique blend of skills and experience makes her a valuable asset to understand and improve human behavior through qualitative research.

Education

• M.A. in Behavioral Psychology, Pepperdine, 2020
• B.A. in Psychology, University of California, San Diego, 2015
• Board Certified Behavior Analyst Certification, 2020

Liza Radford

Junior Research Assistant/Project Coordinator

Liza is a qualitative and quantitative researcher with over 4 years of experience in managing focus groups and survey research. Liza’s primary areas of expertise are the scheduling and planning of focus groups with a variety of individuals.  This includes moderating the focus group as well as providing the necessary information for a coworker to moderate. She also has skill in programming, and collection of data for small and large surveys with the aim of receiving a high response rate with actionable date. Liza is proficient in several statistical analytics software including SPSS, R, and SQL.

Education

• M.S. Marketing Analytics, Pacific Lutheran University
• B.A.  Psychology, Pacific Lutheran University

Ben Cooper

PCG Energy & Environment Consultant

Ben is a Program Manager, StopWaste.  His recent work has focused on promoting energy efficiency and electrification retrofits at over 5% of Bay Area multifamily units and managing a $1MM grant from the California Energy Commission to scale up retrofits of existing multifamily units across California. His work producing “Accelerating Electrification of California’s Multifamily Buildings-Policy Considerations and Technical Guidelines” will directly guide the PCG team on the consideration factors for landlords and renters. Mr. Cooper has worked in the green building space for over 15 years, starting as an architect and then serving as a green building consultant and performance analyst. He is a LEED reviewer, certified by the Green Building Certification Institute and trained as a CA Solar Initiative Analyst CARB 32 Verifier. He co-founded Building Hero, a provider of LED lighting solutions to retail and office space and then became a green building consultant, providing CalGreen compliance consulting to mixed-use and multifamily projects and serving as an engineer for the San Francisco Department of the Environment.

Regina Kuehn

PCG Analyst Consultant

Regina Kuehn is a senior analyst with expertise in complex market research. She has evaluated social, economic, and industrial trends as a researcher in an academic institution, at a market research firm, government agencies and Fortune 100 technology companies. She conducts data analysis to discover actionable insights and routinely writes and presents summary reports. At PCG she assisted in the design of both quantitative and qualitative research studies, survey development and administration, development of focus group guides and survey materials, moderation of focus groups, synthesis of research data from multiple sources, development of reports and presentations, and validation of data and analyses. Her research career included serving as a research analyst for a German university, evaluator for Google’s advertising group, research manager for a company serving the technology industry, an analyst for Apple and program coordinator for Amazon Lab 126, a research and development entity creating new products.

Pete Morris

Senior Consultant to PCG, Decision Modeling

Dr. Morris has extensive experience in the research, teaching, and application of decision analysis and quantitative modeling. Before joining PCG, he was co-founder and president of VMN Group LLC where he worked with PCG on a series of modeling projects for the Internal Revenue Service (IRS) focused on operations modeling and customer behavior forecasting.  Prior to VMN Group, he served as Chief Executive Officer of Applied Decision Analysis, Inc. for over 20 years. After ADA was acquired by PricewaterhouseCoopers, he served as Managing Partner of the ADA subsidiary. His areas of expertise include decision and risk analysis, probabilistic analysis and mathematical modeling.

Raphael Nishimura

Senior Consultant to PCG, Survey and Survey Sampling

Dave Seaton

Senior Consultant to PCG, Customer Experience Specialist

Dave is a senior consultant with deep experience in customer service, process improvement, and operations management. He has held executive leadership roles in customer support and customer experience in the technology services industry, and consulted in the utilities, healthcare, insurance, and technology industries. At FinStrive, a healthcare financial services company, he was Vice President of Customer Support leading 120 agents to deliver customer services, technical support and professional services. He moved into a Vice President of Customer Experience role where he designed and implemented a customer experience transformation involving service enhancements and a digital customer service roadmap. Dave is trained in Lean Six Sigma methods and led enterprise Black Belt teams on enterprise initiatives.

Verasight is a new firm staffed by veteran experts in quantitative research, national polling and statistics. Identifying that current methods have too much error and are too expensive, Peter Enns and Ben Leff  created a “next generation” methodology.  Verasight has specifically addressed some of the potential shortcomings among established probability samples by combining an address-based probability frame based off the U.S.P.S. Sequence File with dynamic online targeting.

Davis & Company, Inc. (MDAC) was established in 1985, and is now one of the largest minority-owned and operated full-service research and evaluation firms in the United States. MDAC specializes in social science research, analysis, and program evaluation with an emphasis on scientifically rigorous data collection. Additionally, MDAC excels in IVR (Interactive Voice Response) projects, leveraging advanced technology to streamline customer interactions and enhance service efficiency. MDAC’s professional contact center provides inbound and outbound contact center services tailored to manage fluctuations in call volumes, with close to 100 agents ready to adapt staffing as needed. Equipped with advanced technology and a focus on continuous improvement, MDAC ensures operational excellence and high customer satisfaction, including specialized support for diverse populations and multilingual needs.