Susan Abbott helps clients build more effective service organizations, by understanding customers and market segments, and then creating a service delivery strategy.

She is a skilled focus group moderator, meeting facilitator and interviewer, and an engaging presenter. Her research work for clients is characterized by actionable insights that help clients move forward on clarification and implementation of their business strategy. Research services include qualitative research, design and project management of quantitative research.

Her industry experience includes senior roles in financial planning and reporting, retail management, sales and marketing, commercial equipment financing. She is a former vice-president at the Toronto-Dominion Bank, one of Canada's leading financial services firms.

Susan led the marketing research practice at a consulting firm focusing on technology utilization in the financial services industry. Major syndicated studies included creating “Making Money on the Web: the Customer Value Proposition” and “Channel Dynamics: Channel Choices in Decision Making and Fulfillment”.

Susan has an MBA from the University of Western Ontario's Richard Ivey School of Business and an Honours BA in Psychology from Queen's University, Kingston, Ontario. She is also a Fellow of the Institute of Canadian Bankers.

Professional memberships include Professional Marketing Research Society, Toronto Board of Trade and Smart Toronto.