TEAM

Bill Diggins, Ph.D.

Principal, Diggins & Associates

Bill Diggins is a veteran brand and customer experience consultant with more than 30 years of experience. He has counseled numerous Fortune 500 executives as well as rising entrepreneurs and helped them align brand strategies, tactics and employees to achieve organizational peak performance and deliver powerful customer experiences. His impressive client list encompasses a variety of industries ranging from hospitality, tourism and retail to healthcare, manufacturing and government.

Following four years of service in the U.S. Navy, Bill earned a Ph.D. in sociology at the University of Massachusetts in Amherst, MA. He then taught sociology at Tulane University for two years, but realized he preferred the action and involvement in survey research and methodology, which continues as his passion to this day.

After serving as a Senior Brand Consultant for 25 years with the global research and performance management firm Gallup Inc., based at its Princeton, NJ and Irvine, CA offices, Bill relocated to Palm Desert and established Diggins & Associates in 2017.

Prior to his work with Gallup, he was Senior Vice President of Market and Economic Research at National Dairy and Promotion Board in Arlington, Virginia where his research contributed to targeted marketing and advertising campaigns that resulted in increased sales of milk and other dairy products and the introduction of innovative new dairy products. Before that he worked as a Senior Account Executive at Mapes and Ross in Princeton, NJ, a firm that tests television and print advertising for memorability and persuasiveness. During his tenure there, sales rose by 70% within the two regions he handled.

Bill is an exceptional analyst and advisor and excels in diagnosing problems and creating interventions and solutions as well as executing and sustaining new brand, product and customer experience strategies. His ability to interpret consumer and customer information allows him to identify optimal strategies and help businesses acquire new customers as well as strengthen their existing customer relationships. He also has deep expertise in the consumer and the business-to-business spheres, process and performance improvement, culture transformation and employee engagement.

Robin William, CPHQ

Co-Principal, Diggins & Associates

Robin William is co-principal of the brand consulting firm Diggins & Associates which she helped found in 2017. Robin has more than 20 years of experience in change management and organizational effectiveness in hospitality and healthcare. Her expertise also includes qualitative and quantitative research and research design. A certified Gallup Strengths Performance Coach, she specializes in aligning aspects of human capital to deliver consistent and powerful employee and customer experiences for her clients.

Prior to establishing Diggins & Associates, Robin served as a Senior Brand Consultant with the global research and performance management firm Gallup Inc., based at its Princeton, NJ and Irvine, CA offices for eight years.

Before joining Gallup, Robin worked with The Ritz-Carlton, L.L.C. for 10 years, the last six as the Western Region Area Director of Quality and Productivity. During her tenure, she drove performance excellence by leading teams in strategic planning, employee engagement, customer engagement, and lean manufacturing. She also championed the team that led the organization to its second Malcolm Baldrige National Quality Award. As a certified speaker with The Ritz-Carlton Leadership Center, she has made numerous presentations to train outside organizations on improving customer and employee engagement through The Ritz-Carlton’s Legendary Service model.

Robin holds the Certified Professional in Healthcare Quality (CPHQ) designation from the national Association for Healthcare. Among her healthcare experience includes previously serving as the Chief Operating Officer of the renowned Betty Ford Center at Eisenhower Medical Center in Rancho Mirage, CA where she co-developed and led implementation of the business plan for the center’s consulting division. She also developed the first Quality Improvement Program for the Betty Ford Center, which led the hospital to a 100% score with The Joint Commission.

Robin is a captivating and sought-out speaker on customer and employee engagement strategies to audiences from many different industries. She has served as a board member for the California Council for Excellence (CCE) and currently serves as an examiner for that organization’s quality recognition program – the California Awards for Performance Excellence (CAPE). She also has served as a judge for the Sterling Awards for small business recognition, presented by the Scottsdale Chamber of Commerce.

A native of California, Robin earned Master’s degree in clinical and experimental psychology from California State University, San Bernardino. Her work in adult learning theory has been published in The Quarterly Journal of Experimental Psychology.

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