Henley Management College
The academic sponsor for the Awards is Henley Management College.
The College also sponsors the Henley Customer Experience Leadership Award. a new award recognising the important contribution of those people that inspire and deliver results.
Established 60 years ago by business for business, Henley Management College delivers pragmatic and relevant programmes for managers to apply back in their workplace and make a real difference to their organisations, be they in the private, public or not-for-profit sectors.
Working in partnership with world leading global organisations Henley develops managers and leaders to make the right choices; right for themselves, right for their organisations and right for the wider communities in which they exist.
A world ranked business school, Henley is the world’s third largest supplier of MBA education and has also produced the most DBA (Doctor of Business Administration) graduates in the world. The College delivers business education to managers in more than 112 countries and 5,400 people worldwide are studying for a Henley MBA at any one time.
Henley believes there are five distinctive areas that stand out as drivers of overall smart performance in the 21st century. Henley’s academic faculty and research activity is therefore uniquely organised around five schools of thought leadership. In these five schools will lie some of the most critical choices for managers today.
Henley Management College sponsors the UK Customer Experience Awards as we passionately believe customer management is at a crucial point in its development. It is emerging into, potentially, a management tool of great strategic importance. The future development of customer management depends not simply on more investment in IT, but on understanding how customer management really works; building transferable knowledge and turning it into effective practice.
Via Henley’s Centre for Customer Management, a leading forum for customer management experts, we promote customer focus and service excellence best practice. We do this by observing practice in leading companies and synthesising this into useful knowledge that helps members to improve their own customer management and customer service plans and implementations.
Professor Moira Clark is Director of The Henley Centre for Customer Management.
Moira’s major area of research and consulting is in Strategic Marketing, Customer Relationship Management, Service Excellence, Customer Retention and Internal Marketing in the Service sector. 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
Henley’s expertise is in the development and delivery of highly customised solutions to the management and leadership challenges of our time.
www.henleymc.ac.uk
exec@henleymc.ac.uk
+44 (0)1491 414543
Drawing on the vast amount of knowledge and experience gained from being involved in the UK Customer Experience Awards, as well as thought leadership gained form Henley’s Centre for Customer Management, Henley has developed, in conjunction with Clicktools, a three day programme exploring the dynamics of building and sustaining service excellence. Many of the programme speakers have entered the Awards and therefore have direct experience of delivering service excellence. This ‘hands on’ programme demonstrates the practises of ‘best of breed’!
Building & Sustaining Customer Excellence
6 – 8 Nov 07
Henley Management College
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The UK Customer Experience Awards are sponsored by some of the leading companies and organisations, who understand the importance of measuring and benchmarking the ‘customer experience’.
