Jonathan L. Masland — Ph.D., Global Director of Practice Growth & Development, Synovate Customer Experience
As Global Director of Practice Growth & Development for Synovate Customer Experience, Jon Masland brings more than two decades of specialized experience in customer loyalty research and consulting. In this role, Jon is a member of the Customer Experience Executive team, and is responsible for developing and supporting research and consulting solutions that bring insight and value to companies interested in better understanding and improving customer relationships.
Jon's customer loyalty research and consulting experience includes work conducted for major corporations such as Hewlett-Packard, Microsoft, Salt River Project, Sun Microsystems, Southern California Gas Company, US West, Airtouch, Pacific Bell and many others.
Prior to joining Synovate, Jon was President and Chief Operating Officer of Symmetrics Marketing Corporation, which was acquired by Synovate in 2004 as the foundation of its growing Customer Experience Practice. Jon also held leadership roles at several other research organisations throughout his career, including Walker Information, Field Research Corporation and the Center for Survey Research at Indiana University-Bloomington. While on staff at Indiana University, Jon was also Associate Instructor in the Department of Telecommunications and Research Associate at the Institute for Communications Research.
Jon received a B.A. from Tufts University, a Masters Degree in Communications from San Francisco State University and a Ph.D. in Mass Communications from Indiana University.
Jon is curious about why he can remember the lyrics to every Beatles song from 40 years ago, but he can't remember which movie he rented last week. He is also curious why the same song will make one person cry and another person nauseous, and why people like to watch reality TV shows when we get so much reality in our daily lives. He ponders these many questions while enjoying time with his guitar and his family.