How to Create the Perfect Online Experience

Moira Clark, Professor of Marketing Metrics & Director, Henley Centre for Customer Management, Henley Business School, shares key insights from latest research and the inside line from leading companies on how organistaions can create the perfect online customer experience. Moira will be speaking on this topic at the Customer Experience Online Exchange taking place on 12-13 July 2010 at Le Meridien Picadilly in London. Moira's major area of focus for which includes 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. Moira 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, and her book 'Business Success through Service Excellence' examines the crucial factors needed to achieve and maintain service excellence.