John Hughes is a founding principal of The
John has considerable breadth and depth of experience in planning and
managing technical projects. He has focused primarily on capturing customer
perceptions and integrating them into business processes.
Prior to founding The Artemis Group, John worked at Bellcore as a senior
consultant, helping clients to develop customer feedback systems and to take
action from customer feedback.
John also managed Bellcore’s Internal Support Services surveys where he helped
internal service managers use customer feedback to manage quality of both
Bellcore employees and vendors as they redesigned services to lower costs.
Consonant with these efforts to improve internal service, John worked
extensively with Human Resources to identify employee issues that interfered
with service quality.
In his role at Bellcore and now at The Artemis Group, John has conducted
interviews and focus groups with hundreds of business’ customers and employees,
designed many customer and employee surveys, and developed reporting procedures
to communicate results effectively within a business. John has helped
clients align internal measures and objectives to customer requirements by using
customer feedback to set priorities, map the priorities to internal processes,
link them to internal measures, and guide managers in appropriate use of the
data to take action.
John has a PhD in Cognitive Psychology from Rutgers University with expertise in
the areas of human language, perception, and memory. His undergraduate
degree is in Aerospace Engineering.
When out of the office, John enjoys visiting art museums, painting, and drawing.