John founded the Medallia Institute, which delivers research and education on customer and employee experience best practices. He advises Medallia clients on enterprise feedback design and process development, and has run workshops with more than 2,000 business leaders across a variety of industries. Prior to joining Medallia, John led the Net Promoter community, working closely with customer loyalty author Fred Reichheld on the NPS approach.

John started his career in consulting before moving into the software industry as a marketing executive, where he was first exposed to enterprise feedback and transformation. Prior to joining Medallia, he was General Manager of Net Promoter Programs at Satmetrix, and SVP of Marketing at Risk Management Solutions. John holds an MBA from Stanford University and a BA in Economics from Trinity University.

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