Laura L. Brooks, PhD Dr. Laura Brooks has extensive experience working with clients in the areas of employee opinion surveys, organizational development, customer satisfaction, management development, team building, quality, job evaluation, and compensation. Prior to joining Satmetrix, she worked as a project director and manager for several consulting firms that specialized in statistical and psychological tools for measuring customer satisfaction and employee performance. Laura has published on Inter-Rater Reliability and Validity in Behavioral Research Methods in Computers and also participated in the survey-specific portion of the Malcolm Baldrige Award. Laura holds a PhD in Industrial/Organizational Psychology from Rice University (Houston, Texas) and a BS degree in Psychology from Duke University. Richard Owen Richard has spent his career helping businesses focus on customer experience. He began as a consultant with KPMG Management Consulting and Regis McKenna, where he advised clients including Hewlett Packard and Apple Computer on marketing strategy and customer data. After earning an MBA at MIT Sloan, Richard spent the 1990's with Dell Computer in various operational and General Manager roles. He ultimately took global responsibility for development of Dell's online commerce and e-support operations, building the largest and most successful online customer experience of its day. By the turn of the century, over 50% of Dell's business was conducted via the Internet and millions of customers interacted with the company through its extranets and online support systems. Richard joined Satmetrix as CEO in the fall of 2003 following the successful sale of Nasdaq-listed AvantGo where he also served as CEO. At Satmetrix, Richard divides his time between operational responsibilities and advising executives at the world's leading companies on how to implement a successful Net Promoter® program.