Biographies

Wayne Serie, Partner and President

In 2003, after twenty-five years in executive leadership positions, Mr. Serie joined the consortium of consultants now leading Business Dynamics. His organizational expertise has been influential in helping organizations set a clear vision and strategic direction necessary to ensure systematic, profitable, and long-term growth.

In 1973 Mr. Serie joined a Fortune 1000 firm associated with customer and employee satisfaction research. During his nineteen-year tenure with this organization, he held a wide range of senior management and leadership positions. He was instrumental in the start-up of several business units and was a key member of the merger and acquisition team that focused on growth through synergistic business integration.

In 1992, he moved on to a smaller privately held market research firm. As Vice President, he was responsible for launching a newly created survey research division. Mr. Serie established the strategic direction for the organization, which allowed the division to become recognized as one of the top three national suppliers of survey data collection, analysis, reporting, and information management systems.

From 1999 through 2002, Mr. Serie held the position of President and Chief Operating Officer of a small research organization focused in the areas of customer satisfaction and customer value management assessment.

Mr. Serie is an experienced coach and mentor to staff at all levels. His expertise includes developing highly effective teams focused on successfully working together to meet the overall goals of the organization. His leadership style promotes strong values, fosters employee involvement, strives for organizational alignment, and focuses on developing long-term client relationships. His focus on organizational excellence is achieved through leading by example and a dedication and commitment to hard work.

Steven Netsch, M.A., Partner, Research and Technology

In 2003 Mr. Netsch joined the consortium of consultants leading Business Dynamics. Prior to joining the consortium Mr. Netsch held senior consultant positions in several leading research and consulting groups. He has extensive market research and organizational development experience and is considered an industry specialist in areas of Internet research systems development and the management of research delivery teams.

Additional skills and experience include the development of Internet-based online reporting and data collection systems, direction of software development, organizational development, organizational consultation and strategic direction and the assessment of computer-mediated survey response effects.

Prior to joining Business Dynamics, Mr. Netsch founded ClearData Research; a consulting firm that uses its proprietary OpinionScope research systems to help clients measure the customer experience and develop synergy between their retail stores and web sites. The customer intelligence provided by ClearData helps clients maximize their customer loyalty and understanding of the key drivers of customer satisfaction in the retail environment.

Mr. Netsch graduated Summa Cum Laude from Minnesota State University, Mankato with a Masters degree in Industrial/Organizational Psychology in 1998.

Stuart D. Rosen, Ph.D., Lead Consultant

In 2003 Dr. Rosen joined the consortium of consultants leading Business Dynamics. He brings a wide-range of market and organizational research expertise to the firm.

Prior to receiving his doctorate in Psychology in 1974, Dr. Rosen served as a research fellow on The Theory of Work Adjustment program in which he helped develop survey tools and processes for achieving an optimal match between employee and job characteristics. This was followed by teaching assignments at the University of Minnesota and Hamline University, and a university position leading government funded community survey research.

In 1978 Dr. Rosen took over as manager of survey research operations for the 60,000+ employees of a Fortune 500 technology firm. Over the years, his career has also encompassed roles as principal survey consultant to financial institutions for the Bank Administration Institute, founding his own successful customer satisfaction research firm from 1985 to 1994, and more recently acting as Director of Consulting for a national survey firm.

Stuart is recognized as an expert on customer and employee satisfaction issues and the impact of these conditions on corporate bottom-line performance. Prior clients have included a wide range of nationally recognized businesses such as American Express, Bank One Corporation, The Bell Telephone Companies, Boeing, Cargill, Frito-Lay, In-Sink-Erator, Jennie-O Foods, Memorex, Pepsi, Safeway Stores, Skandia America, The St. Paul Companies, and Subaru of America.

Since 1992 Dr. Rosen has served as an advisor and consultant to various industrial organizational and marketing research firms, and he is a frequent speaker on customer satisfaction and loyalty issues.