This taster session will give you an opportunity to experience a typical EMBA – Global workshop. The session How to build a customer-centric organisation and achieve superior competitive advantage, led by Professor Moira Clark, will include insights from her latest research, where she has delved into the best practice of service excellence companies that consistently deliver first-class customer experience. In particular, she will consider how organisations need to refocus on the customer and examine the key ingredients for success of market driving organisations.
You will be able to experience the typical learning dynamics of an EMBA – Global workshop including interactive discussions and group work and get to meet potential other students on the programme.
Moira Clark is Professor of Strategic Marketing at Henley Business School and Director of The Henley Centre for Customer Management. She also serves as a consultant to a number of leading UK and international companies. Her major area of research and consulting is in Customer Management, 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 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, 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.