Designing and Implementing an Action-Oriented
Customer Feedback System
February 27, 2025
1:00PM (ET); 12:00PM (CT); 11:00AM (MT); 10:00AM (PT)
In this webinar, you’ll gain insight on how to design a system for measuring and managing customer feedback that works in any industry. This approach enables your organization to link customer feedback to operational and financial outcome metrics, creating an integrated measurement system. The system will also empower you to identify and act on both strategic and tactical customer feedback insights. You’ll gain practical insights for operationalizing customer feedback into your organization from key senior leaders that have implemented this approach into the day-to-day operations of their business.
George Taylor
Founder and Chief Client Officer
Beyond Feedback
Beyond Feedback designs and implemented world-class customer experience and employee experience feedback systems for organizations around the world. The company has been a partner of the Malcolm Baldrige National Quality Award Foundation for over 10 years. George is an engaging consultant and facilitator with 35 years of experience leading marketing, sales, and service functions in Fortune 500 organizations across a variety of industries including: consumer products, food service, retail, healthcare, financial services, education, and energy. George has held executive leadership positions with USAA, Cardinal Health, The Coca-Cola Company, and Advantage Sales & Marketing. He has had the opportunity to partner with multi-year recipients of the MBNQA including MidwayUSA, Charter School of San Diego, Mid-America Transplant, and one of the 2024 award recipients, Freese and Nichols. George holds a BS in Marketing and an MBA in Finance from Western International University and is a certified Lean Six Sigma Black Belt from Villanova University.
Deb Salazar
Chief Experience Officer
Del Norte Credit Union (DNCU)
Deb has devoted 40 years to the financial services industry, with 32 years dedicated to management and leadership, with nearly two decades committed to the credit union movement. For the past 12 years, she has been a vital member of Del Norte Credit Union (DNCU) in Santa Fe, NM, where her career journey includes serving as Director of Training and Staff Development, Vice President of Service Delivery, Chief Operating Officer, and currently, Chief Experience Officer.
In her current role, Deb oversees DNCU’s network of eight branches, the Contact Center, Learning & Development, Knowledge Management, Business Deposit Services, Facilities and Physical Security, and Del Norte Investment Services. She is deeply committed to DNCU’s mission of improving lives, ensuring that members, employees, and communities remain central to all decision-making processes.
In alignment with the principles of the Baldrige Performance Excellence framework, Deb has played a pivotal role in advancing organizational excellence. She contributed to writing DNCU’s Baldrige applications and is a champion for process improvement throughout the organization. Her efforts include establishing a Knowledge Management team to ensure documentation of critical knowledge and driving a culture of continuous improvement. Additionally, Deb has been instrumental in defining DNCU’s mission and values, which are foundational to its success.
Beyond her professional achievements, Deb is passionate about giving back to the community. She volunteers with several organizations, notably the Del Norte LOV Foundation, which supports at-risk youth and their families. She also treasures her family, including her husband Paul, children Patrick and Desne, and her 5-year-old grandson Esai, who is the light of her life.
Kerry Stacy
Chief Performance Officer (CPO)
Del Norte Credit Union (DNCU)
Kerry has dedicated his career to improving lives through his work in the credit union industry, holding a variety of roles ranging from Marketing to Operations. As the Chief Performance Officer (CPO) of Del Norte Credit Union (DNCU) in Santa Fe, New Mexico, Kerry has been instrumental in enhancing the organization’s quality systems to drive performance excellence. Promoted to this role in 2019 after serving as Chief Lending Officer, he oversees initiatives that enhance organizational efficiency, risk management, and corporate communication.
During his 19-year tenure at DNCU, Kerry has championed efforts that align with the principles of the Baldrige Performance Excellence Program, contributing to DNCU’s growth from $197 million to over $1.3 billion in assets. His leadership exemplifies a commitment to operational excellence and a culture of continuous improvement, all in service of improving lives.
As a seasoned leader, Kerry’s efforts are driving sustained success and positively impacting both members and employees alike. He holds a Project Management Professional (PMP) certification and Lean Six Sigma Black Belt Professional certification, has served as a National Baldrige Examiner, and is a graduate of the prestigious Baldrige Executive Fellows Program. Kerry earned a Bachelor of Business Administration from the University of Texas at El Paso and a Master of Business Administration from the University of Phoenix.
We look forward to connecting with you on February 27th!
After registering, you will receive a confirmation email containing information about joining the webinar.