Moira Clark

Moira Clark is Professor of Strategic Marketing at Henley Business School and Founder and Director of The Henley Centre for Customer Management. This research centre develops joint research initiatives between Henley and a consortium of organisations who want to further their knowledge and understanding of leading-edge best practice in customer management.

Moira is a leading expert in Strategic Marketing, Strategic Customer Management; her main areas of research and consulting are in Customer Management, Customer Centricity, Customer Experience, Service Excellence, Key Account Management and the drivers of Customer Retention and Service Excellence. 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 extensive marketing consultancy experience with leading international companies and sits on a number of advisory boards and is a frequent keynote speaker at many public and in-company seminars and conferences around the world. She is a sought-after commentator on current marketing and Customer Management issues for national press, radio, and TV.

She has researched and published widely on Customer Management, Relationship Marketing, Customer Experience and Service Excellence. Publications include for example, the Academy of Marketing Science, Journal of Retailing, Journal of Business Research, Psychology and Marketing and International Journal of Management Reviews.