A Baker's Dozen of Experts
Here are the 13 jurors who helped us select the Customers First Awards winners and finalists:
Leonard Berry is distinguished professor of marketing in the Lowry Mays College of Business at Texas A&M University. He is the founder of the Center for Retailing Studies at Texas A&M and was its director from 1982 to 2000. Berry's books include Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success (Free Press, 1999) and On Great Service: A Framework for Action (Free Press, 1995).
Scott M. Broetzmann is a co-founder and president of Customer Care Measurement & Consulting and a founder of the Customer Care Alliance, a group of companies that focuses on developing customer care innovation. Previously, he assisted in developing BBB Care, the Better Business Bureau's national customer care program, and spent 10 years at TARP, the customer satisfaction and loyalty measurement and consulting firm.
Stephen Brown is the Edward M. Carson Chair in Services Marketing at the W. P. Carey School of Business at Arizona State University. He is also the executive director at the school's Center for Services Leadership, which sponsors the Compete through Service Symposium each year.
Lewis P. Carbone is the founder and chief experience officer of Experience Engineering, a Minneapolis-based customer experience consultancy. He is also the author of Clued In: How to Keep Customers Coming Back Again and Again, published this May by Pearson Education.
Claes Fornell is the founder of the American Customer Satisfaction Index, which is produced through a partnership of the University of Michigan Business School, the American Society for Quality, and CFI Group, his international customer-satisfaction consulting firm. Fornell is also the Donald C. Cook Professor of Business Administration and the Director of the National Quality Research Center at the University of Michigan.
Andy Fromm is president of Service Management Group, a research and consulting firm that specializes in restaurant chain and retail service management. Before co-founding SMG, Andy was a consultant with American Management Systems.
Bruce Jones is the programming director of the Disney Institute, which runs seminars on Disney's customer service.
Tom Knighton is an executive vice president at the consultancy Forum Corp., leading the Strategic Solutions Group and the firm's customer experience practice. He was a contributing author for Managing the Customer Experience and Uncommon Practice: People Who Deliver a Great Customer Experience (both Financial Times Pearson Education, 2002).
Kelly Mooney is the president and chief experience officer of Resource Interactive, an interactive marketing firm in Columbus, Ohio. She is the co-author of The Ten Demandments: Rules to Live by in the Age of the Demanding Consumer (McGraw-Hill Trade, 2003).
Roland Rust holds the David Bruce Smith Chair in Marketing and is the director of the Center for Excellence in Service at the University of Maryland's Robert H. Smith School of Business. He is also the editor of the Journal of Service Research.
John Timmerman is the vice president of quality and productivity at the Ritz Carlton Hotel Co. and is responsible for Ritz-Carlton's customer loyalty measures, corporate customer relations, improvement strategies, and labor management systems.
Paul Williams is a customer care project manager for the North American strategy team at Starbucks.
Valarie Zeithaml is the Roy and Alice H. Richards Bicentennial Professor of Marketing and the associate dean of MBA Programs for the Kenan-Flagler Business School at the University of North Carolina-Chapel Hill. She is also the co-author of Driving Customer Equity (Free Press, 2000), with Roland Rust, and of Delivering Quality Service: Balancing Customer Perceptions and Expectations (Free Press, 1990), with Leonard Berry.