Moira Clark
Moira Clark

Director of The Henley Centre for Customer Management, Henley Business School

Moira Clark is Professor of Strategic Marketing at Henley Business School, Head of Marketing and Reputation as well as Director of The Henley Centre for Customer Management (A consortium of organisations who are interested in leading-edge best practice in customer management)

Leading expert in the area of Strategic Customer Management:
•She has researched and published widely on the subject of Relationship Marketing, customer experience and service excellence. Publications include for example, the Academy of Marketing Science, The Journal of Retailing, International Journal of Management Reviews and the Journal of Relationship Marketing. She is also co-author of ‘Relationship Marketing for Competitive Advantage, Winning and Keeping Customers and Relationship Marketing: Strategy and Implementation’. Her book ‘Business Success through Service Excellence’ examines the crucial factors needed to achieve and maintain service excellence.
•She serves as a consultant and advisor to major UK and international blue chip companies. Her main area of research and consulting is in Customer Management, Customer Experience, CRM, Service Excellence, Social Networking, Customer Retention and Internal Marketing. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical linkages between employee behaviour and customer retention.
•Moira is a frequent keynote speaker at many public and in-company seminars and conferences around the world.