Bill Barnes,Senior Vice President, Client Services

  • Bill is a Senior Vice President with Burke. He brings a practitioner expertise to his consultant practice at Burke from a 26-year career at Eastman Chemical. His expertise is designing and implementing voice of the customer programs that deliver operation and financial results. His career with Eastman included senior positions in Sales and Business Management. From 1993 to 2000 Bill was Eastman's Global Director of Customer Satisfaction where he was responsible for designing, analyzing and implementing multiple voices of the customer instruments. Eastman was recognized in 1993 as a Malcolm Baldrige Quality Award winner.
  • While at Eastman Bill was Chair of a benchmark consortium that studied best practices in Customer Satisfaction measurement, analysis and deployment. Member companies were IBM, Microsoft, Johnson & Johnson, Nortel, Canadian Imperial Bank Corporation, Disney, Ford, Milliken, Xerox, USAA, United Van Lines, and United Parcel Service. This benchmark consortium has provided Bill best practice knowledge in multiple industries.
  • Bill joined Burke in 2001 and has developed an extensive business focused on customer loyalty measurement and improvement planning execution across multiple B to B and B to C industries. Linkage to upstream operations and downstream financial results has enabled his clients to increase leadership engagement and to prioritize improvement alternatives with enhanced business relevance.