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    mcMoira Clark is Professor of Strategic Marketing at Henley Business School as well as Director of Enterprise & Applied Research Centres which include: The Henley Centre for Customer Management, The Knowledge Management Forum, The John Madejski Centre for Reputation and Relationships, and The Henley Evaluation for Leadership & Management Development Centre. She also serves as a consultant to a number of leading UK and European companies. Her major area of research and consulting is in Customer Management, 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. She has published widely on this subject and is co-author of Relationship Marketing for Competitive Advantage, Winning and Keeping Customers and Relationship Marketing: Strategy and Implementation.

    Moira is also a judge for the prestigious UK Customer Experience Awards. Her book ‘Business Success through Service Excellence’ examines the crucial factors needed to achieve and maintain service excellence. She is a frequent keynote speaker at many public and in- company seminars and conferences around the world. Moira joined Henley in 2005 from Cranfield School of Management. Prior to joining academia, she was an international marketing consultant based in Munich where she was involved with a wide range of industries including service industries, consumer and industrial goods manufacturers. She has also worked as a marketing director for an international health food manufacturer and as a marketing manager for the toiletries subsidiary of Dunhill International.

    Tony Harrington is Assistant Director for the Henley Centre for Customer Management. Tony has 30 years experience in the IT industry and spent some 15 years specialising in Sales and Marketing to the Financial Services Industry.

    In 2001, he left Unisys Ltd where he was Financial Services Sector Marketing Director for the UK and Continental Europe and founded 4Fold Marketing Services Ltd to provide business-to-business marketing services to his clients. These range from event management to marketing plan development and facilitated client discovery workshops, all with a strong customer focus.

    He has previously worked with Professor Moira Clark as a visiting fellow at the Cranfield CRM Research Forum and has also been involved with the Sunday Times Customer Experience Awards programme since 1997 and continues to act as a judge.

    A graduate of Imperial College, he is married with three children, a cat and a dog.

    Anne Tabbner is the Customer Relationship Executive for the Henley Centre for Customer Management. Anne has extensive experience in both the B2B and B2C markets having worked for global organisations based in the United Kingdom as well as those in her native South Africa. Anne has experience in a variety of sales and marketing positions, although her specialist knowledge lies in the design and development of document management systems. She has worked for companies such as 3M, National Panasonic and Graphic Data UK.

    Anne joined Henley Business School in 2006 and works exclusively with Professor Moira Clark and the Henley Research Centre for Customer Management, where she is the main point of contact for many of the business administration and research projects.

    adDr Anne Dibley is a Senior Research Fellow for the Henley Centre for Customer Management. After graduating in Modern Languages from Cambridge in 1987, Anne gained several years experience working in the field of international marketing and branding. She was international brand manager for Conqueror business stationery, and then Project Director at The Added Value Company, a leading international marketing agency, where her clients ranged from Mars to Petcare to PPP Healthcare.

    Anne went on to become the Course Director for the international marketing programme at the University of Greenwich, and then a Teaching Fellow at Cranfield School of Management, where she completed her PhD in 2004.
    Anne’s PhD thesis explored the link between personal values and brand choices among children in the UK and Spain, using in-depth, qualitative research techniques. Her work gave rise to the publication of conference papers, and articles in practitioner magazines and academic journals.

    Anne enjoys researching and analysing both business-to-business and business-to consumer marketing issues, to help companies face today’s complex challenges. In 2008, she completed a wide-ranging literature review on the subject of corporate social responsibility, examining the linkages between CSR and customer experience. Anne speaks French and Spanish, as well as basic Portuguese.

    srDr Susan Rose is the Associate Head in the School of Management responsible for the academic direction and operational delivery of the MBA and MSc programmes at Henley. She has extensive experience in teaching and learning at post-graduate level, particularly in relation to the MBA, within both face-to-face and online environments. Her extensive business experience is within the fields of marketing strategy, communications and marketing research across a wide range of industry sectors and leading brands. Susan researches in the areas of branding and online customer behaviour having acquired experience in research investigation and strategy formulation in her business career which has spanned a number of advertising and marketing management roles.

    In 2006 Susan received her DBA from Brunel University. Her doctoral research investigated the determinants and motivations of consumers when searching online prior to purchase and achieved a top 10 placing within the EDAMBA doctoral thesis competition of 2007. She is particularly interested in the psychological aspects of online customer experiences and the impact of technology upon customer-brand relationships. Susan is a Research Consultant within the Henley Centre for Customer Management and her research currently spans the areas of branding and its link to reputation management, online consumer behaviour and customer experience.


    Melanie Shapiro, is a Doctoral Candidate at Henley Business School.

    In September of 2009 she packed up and moved half way around the world to Reading, UK from Rochester, NY to pursue a PhD in Management.  When asked why she chose to leave behind a husband, friends, family, and opportunities at very prestigious and reputable universities; her answer remains – I am a young woman in search of experience and knowledge, and believe that sometimes you have to leave your comfort zone and break away from everything you know to be able to truly learn and absorb.

    We are delighted to welcome Melanie as a member of our hosting team.  As a dedicated blogger, we are sure that she will take an active part in keeping our website up to date and relevant.