William Aldy Keene

"Smart companies look at research as an investment in their company. So much of a company's success is driven by their own understanding of their competitive position, customer needs and wants, and making the right decisions for change. That's where we come in - the information we have is not just numbers. We can take those statistics and help develop a basic blueprint for where the company needs to go and how to get there."

Aldy Keene began his professional career as a faculty member, teaching Marketing and Economics at The University of Chicago and Purdue University from 1978 through 1985. He also established Keene Strategic Research (KSR) in 1976. The firm conducted research and offered consulting expertise in the areas of new products, product design testing, advertising evaluation, price sensitivity, and customer satisfaction.

In 1990, Aldy joined Walker: Customer Satisfaction Measurements as Group Vice-President for Client Services. He was instrumental in moving the company into client consulting relationships, particularly in the area of deployment.

In 1997, Aldy and Al Paison established the Loyalty Research Center to specialize in the design, analyses and management of customer satisfaction and customer loyalty information systems.

As Co-Founder of the Loyalty Research Center, Aldy consults with clients across industries who are interested in better understanding and managing relationships with customers and/or employees. Aldy is involved with many LRC clients as the engagement manager. In addition, he manages the statistical modeling and analysis effort for all LRC programs. Aldy and his team of project directors and senior consultants focus on helping customers integrate stakeholder feedback into processes and initiatives to make positive change within their organizations.

Aldy is also a director of a privately held multinational business headquartered in New York City. His community activities include serving on the Board of Advisors of a charitable organization based in Indianapolis.

Aldy is well known in the field of customer loyalty and is frequently asked to speak on the subject. In addition to academic seminars, Aldy leads the "Measuring Customer Loyalty" workshops offered throughout the year by the American Marketing Association, the largest marketing association in North America. He has recently presented at the IIR Conference on International Customer Satisfaction, the IQPC Conference on Customer Satisfaction, Conference Board seminars and several client-sponsored meetings, such as Motorola's Worldwide Channel Symposium.

Spending time with family takes up most of Aldy's spare time. In addition, he enjoys playing tennis, listening to music and playing the guitar.


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