Director, The Henley Centre for Customer Management
I am Professor of Strategic Marketing and Director and founder of the Henley Centre for Customer Management (HCCM), a consortium of organisations who are passionate about improving their customer experience. I help members achieve this by:
> Identifying challenging issues that are inhibiting business performance
> Planning a research programme and a series of workshops to address these issues
> Leading the research programme and undertaking specific research projects
> Sharing insight and thought-leadership developed over 25 years of working with a wide variety of
industries
I consult for a number of leading UK and international companies and am a frequent keynote speaker at many public and in-company seminars and conferences around the world.
My major area of research and consulting is in Customer Management, Customer Centricity, Customer Retention and Internal Marketing. I work extensively in the area of culture and climate and the critical linkages between employee behaviour and business performance.
To find out how you could benefit from joining the Henley Centre for Customer Management please email me at [email protected].
Specialities: Strategic marketing, customer management, customer centricity, customer experience, customer effort, customer service, organisational culture and climate, change management, business performance, keynote speaker.
