Customer Service According to Fin O’Neill, President of J.D. Power

For the latest episode of The Customer Experience Show, my co-host, Robert Reiss, and I spoke with Fin O’Neill, President of J.D. Power. J.D. Power has been a trusted advisor for organizations around the world in the many industries they support, including automotive, financial services, insurance, telecommunications, healthcare, energy, utilities and hospitality and travel.  Companies rely on J.D. Power’s advanced research and insights in order to further develop successful customer service and drive results.

Fin O’Neill joined J.D. Power in 2008 after serving as vice chairman and CEO of Reynolds and Reynolds, a global provider of dealership management software and services. Previously, he has also served as co-chairman, president and CEO of Mitsubishi Motors North America, Inc. and president and CEO of Hyundai Motor America.

During the interview, we spoke with Fin about his view on how to create customer service success across all industries.  According to Fin, listening to consumers and knowing what motivates them are the two key factors for developing consumer loyalty and advocating of the brand.  He also discussed the growing importance of engaging consumers digitally and which industries need to begin optimizing their digital customer experience.  In closing, Fin shared what he believed to be the most important piece of information to consider when thinking about customer service: “I think the most important thing is not what the customer thinks about your brand but what your brand makes them feel about themselves.”

There are many more great examples of customer experience in the full interview with Fin so take a listen. You can access the full interview by visiting

Stayed tuned for the next episode of The Customer Experience Show.

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