About John Carroll Global Head, Customer Experience
Ipsos Loyalty

John Carroll is the global head of clients for Ipsos Loyalty, the world's leading customer experience, satisfaction and loyalty research and advisory firm with revenue of over $300 million and expert staff in excess of 1,000 located in over 40 countries. Ipsos Loyalty is the trusted advisor to the world's foremost businesses on all matters relating to measuring, modelling and managing customer and employee relationships.

As the Global Head of Clients, John is responsible for practice development and growth including designing and delivering customer centric transformational change programs. John regularly speaks at major conferences, publishes thought leadership, and is interviewed by the media for expert guidance on all matters relating to customer experience, satisfaction and loyalty.

John serves clients around the world and across numerous industries in the areas of customer strategy, innovation, and performance improvement. Currently based in Chicago, John has lived and worked in Europe, Asia, and Africa for a total of over 10 years. In 2010 and 2011 alone he has worked and served clients in over a dozen countries including China, India, Singapore, Japan, New Zealand, United Arab Emirates, Russia, U.S., and the U.K.

Prior to Ipsos, John gained a broad range of experience helping organizations resolve critical strategic issues while working at McKinsey & Company and Deloitte. John earned an MBA with distinction from the Kellogg School of Management at Northwestern University and a Bachelor of Science in Foreign Service from Georgetown University with certificates in International Business Diplomacy and African Studies. He continues to act as an admissions interviewer for both schools.

Articles by John Carroll

10 Things You Don’t Know About How Customers Use Smartphones


Ten years ago, those select people that carried a cell phone did so mostly for making and taking phone calls. How primitive we were. Now flash forward to the 2010s and it seems that almost everyone has a smartphone and they’re doing much, much more with it than calling home to see if there’s enough milk in the fridge. Wouldn’t you love to know what they are doing their smartphones? Of course, you would, because what you don’t know can hurt you.

So based on our research, here are ten things you need to know about how your customers are using their smartphones. The list has a few points that will prove invaluable to your future marketing efforts.

Read More…

The Customer Experience Show

Earlier this week, my colleague Tim Keiningham and I were interviewed on The Customer Experience Show hosted by BlogTalkRadio. Tim talked about his award winning and Harvard Business Review published work on The Wallet Allocation Rule. I provided color commentary and fielded questions from the three hosts of The Customer Experience Show. I just listened to the show (it’s always a little scary hearing your own voice!) and was surprised at just how simple and yet powerful Wallet Allocation concepts come across. And it was pleasantly surprising to hear the hosts tell us that our interview was one of the most impressive of the 70+ they have conducted on the show!