Flake-Wilkerson Market Insights

Flake-Wilkerson Knows How to Get Answers

When companies want answers, they turn to Karen E. Flake and George Wilkerson.

Their firm, Flake-Wilkerson Market Insights LLC, conducts market research to assess customer satisfaction with products and services.

The Little Rock company has steadily expanded since its inception in 1996. Its first year, it had sales of about $1.2 million. In fiscal 2001, it expects to see sales of $10 million.

In less than five years, Flake-Wilkerson has added an office in Dallas and New York. This month, it opened a North Little Rock call center under a $3 million contract with a telecommunications company, which Karen Flake wouldn’t name under the terms of the agreement.

Flake was working as a senior manager for Miller Research Group when its owner, Dr. David Miller, asked if she wanted to buy the business. She agreed, and Wilkerson came on board as vice president of sales. He became a partner in 1998.

he company started with 12 full-time employees and now has 41. It has more than 300 part-time workers.

The reason for its success, Flake said, is the company focuses on client service.

“Expertise is very important to us in terms of our people,” she said. “We all believe in client focus. We feel like you’ve got to go the extra step to make sure you stay in touch with a client and you work with them to truly understand their issues.”

Flake-Wilkerson also has done a number of pro bono marketing research projects for such organizations as the Museum of Discovery and the Junior League of Little Rock.