Career Highlights

• Executive director, Institute for the Advancement of Customer Centricity, Peppers & Rogers Group (2009-present)
• Senior director, Carlson Marketing (1993-2008)

Major Works

• "Customer Experience Excellence," Customer Strategist 2:3 (2010): 36-39.
• "Customer Experience in Retail Banking: Understanding the Drivers of Growth," white paper, Efma and Peppers & Rogers Group, (2010).
• "Capitalizing on Customer Feedback: Creating Measurable Value from Voice-of-the-Customer Programs," white paper, Allegiance and Peppers & Rogers Group, (2010).
• "Marketing Decision Making in 2010," Customer Strategist 1:2 (2010): 45-48.
• "Happy Employees, Healthy Business," Customer Strategist 1:2 (2009): 38-43.
• "The Value of Individual Customers," Customer Strategist, 1:1 (2009): 37-43.
• "Connecting with Wireless Customers: The Relationship Opportunity," white paper, Carlson Marketing and Peppers & Rogers Group, 2009.
• "Seven Ways to Out-Service the Competition: Exiting the Recession a Leader," white paper, RightNow and Peppers & Rogers Group, 2009.
• "Automating the Marketing Value Chain," white paper, Aprimo and Peppers & Rogers Group, 2009.
• "Circumstances and Customers Have Changed: Has Your Loyalty Program Kept Pace?" white paper, Oracle and Peppers & Rogers Group, 2009.
• "Delivering Service in The Cloud: How to Compete and Win with Today’s Connected Customers," white paper, Salesforce.com and Peppers & Rogers Group, 2009.
• "Customer Experience Maturity Monitor: The State of Customer Experience Capabilities and Competencies," white paper, SAS and Peppers & Rogers Group, 2008.
• "Achieving the Promise of CRM," Interactive Marketing 4:4 (2003): 355-375.