We are a privately held company that is among the most experienced customer / client
loyalty measurement and management service providers. Our passion is to combine
our consulting, research and process implementation core competencies on behalf
of our clients to innovatively, systematically yet practically satisfy their needs
and measurably improve their business performance.
History, Leaders, and Experience
Our co-founders, John Tikoian and Cliff Cooksey, worked together as leaders of the
change management, satisfaction measurement, and business process improvement services
at a major global management consultancy. In 1994, they began TPIC to provide satisfaction
measurement, loyalty assessment, and process improvement services. They pioneered
and delivered methods that helped their clients to integrate strategic priorities
with their core business processes -- those processes that deliver value to customers.
Because customer feedback was (and is) critical to core process improvement, the
demand for TPIC's satisfaction measurement services grew steadily because TPIC not
only provided satisfaction data but used that data to assess loyalty with a unique
"relationship risk" assessment. TPIC delivered all information to its clients instantly
on-line so that they could quickly and effectively manage customer relationships.
Satisfaction measurement, loyalty assessment and loyalty management grew to become
TPIC's primary line of service.
John Tikoian
John Tikoian is a co-founder of The Performance Improvement Company
(TPIC) and has over twenty-five years of experience in management consulting. He
is dedicated to providing services that measurably improve business performance.
Among the first to design, develop and implement customer satisfaction measurement
in business-to-business and professional service firms in the 1980s, he also pioneered
loyalty assessment and loyalty management in one of the world's largest CPA firms.
Prior to starting TPIC, his past positions have included: senior leadership of the
Change Management and Satisfaction Measurement practices in one of the world's largest
consulting firms; executive management responsibility in a national direct marketing
firm; and, P&L management responsibility in a national outsourcing services
company.
Cliff Cooksey
Cliff Cooksey is a co-founder of The Performance Improvement Company
(TPIC) and has over twenty years of experience in management consulting and facilitating
quality improvement initiatives. He is dedicated to assisting companies with large
scale, organizational change and performance improvement.
He has developed and implemented practical approaches for breaking down traditional
organizational barriers by focusing companies on the few, major processes which
are most important to customers. His approach provided methodologies for collecting,
analyzing, and using customer feedback to evaluate process effectiveness and prioritize
process improvements to enhance loyalty.
Prior to starting TPIC, Cliff led the Center of Excellence for Quality Management
for one of the world's largest consulting firms. He authored Process Improvement:
A Guide for Teams and has facilitated a countless number of process improvement
efforts in manufacturing, service and government organizations. He was among the
first to design, develop and implement methodologies to enable effective process-based,
customer-focused organizational structures.
Steve Tikoian
Steve Tikoian is our Chief Information Officer and Senior Systems
Developer. He is responsible for transforming data into information that is secure
and available online to our clients globally 24/7.
His extensive experience includes the design, development, and management of a variety
of solutions using many technology platforms and products:
- Microsoft .NET Framework 1.1, 2.0, 3.0, 3.5, 4.0
- Microsoft Windows Server Systems
- Microsoft SQL Server 2000, 2005, 2008
- Microsoft SQL Server Reporting Services
- Microsoft Visual Studio
- XML Web Services
- Adobe Systems
- Cisco Systems
He has designed, implemented, and managed
several secure distributed data applications, data collection / collaboration tools,
reporting / analysis applications and a wide variety of ASP.NET web forms
applications.
TPIC, The Performance Improvement Company, pioneered satisfaction measurement and
loyalty assessment in business-to-business and professional services firms. Contact
us for more information or a live demonstration. Start managing client loyalty now!
Contact Information:
Phone: 301.534.0395
Send us a message