Centre People
Director
Moira Clark is Professor of Strategic Marketing at Henley Business School as well as Director of Enterprise & Applied Research Centre’s which include: The Henley Centre for Customer Management, The Knowledge Management Forum, The John Madejski Centre for Reputation and Relationships, The Henley Centre for Sustainable Enterprise and The Entrepreneurship Innovation 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.
Assistant Director
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.
Customer Relationship Executive
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.
Researchers
Dr 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.
Dr 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.
Dr Neil Hair is an Assistant Professor of Marketing from the E. Philip Saunders College of Business at Rochester Institute of Technology, New York in the United States. He holds Chartered Marketer Status from the Chartered Institute of Marketing, a PhD from Cranfield as well as degrees from Sheffield and Cardiff Business Schools. His research and consulting activities are cutting edge, recent projects include understanding perceptions of advertising and customer value in popular online social networks like myspace and facebook, personal branding in virtual space, and virtual ethnography in popular worlds such as Second Life. His clients include Bausch & Lomb, Xerox, Harris Interactive and IBM. More recently he joined a research team at Henley exploring the perfect online customer experience in both business to consumer and business to business environments.
He is also passionate about being in the classroom having recently won RIT’s highest teaching award for new faculty in 2006 and several research grants for pursuing his interests in pedagogy. One such interest involves teaching the world’s first class on the commercialization of Second Life starting December 3rd. Neil has four of Business Week’s ’world’s top ten richest avatars’ speaking as part of the course.