Chair Imperial College Business School, University of London UK 1996 to 2006. Decade prior, Professor of Marketing and International Services, IMD Lausanne Switzerland, on MBA and senior executive programs.
Currently Extraordinary Professor Gordon Institute of Business Studies (GIBS), University of Pretoria, Johannesburg, South Africa; Associate Fellow at Imperial College Business School London UK executive programs, and Senior Associate Deloitte Consulting. Keynote speaker around the world for CEO and management audiences on Customer Centric Transformation: strategy and implementation in an era of digitalization
Taught senior executive development programs schools over years such as: Ashridge Management College, UK; University of California Berkeley USA; Bradford Business School, U.K; Cranfield School of Management, UK; Columbia University New York; INSEAD Business School France; EADA, Escuela de Alta Direccion y Administracion, Barcelona Spain; International Management Institute, Geneva; International Marketing Institute, Australia; London Business School UK; ESMT (European School Of Management and Technology) Germany; Manchester Business School UK; Strelka Institute of Media Architecture & Design, Moscow; Templeton College of Oxford University UK; Trinity College, Dublin: Vrije University The Netherlands; Wilfred Laurier, Canada; University of Istanbul, Turkey. During 70’s and 80’s Professor of Marketing Graduate School of Business, University of the Witwatersrand, senior lecturer Graduate School of Business, University of Stellenbosch, and University of Cape Town. During that period several awards such as “Marketing Person of the Year” (Institute of Marketing), and “Four Outstanding South Africans” (Chamber of Commerce).
WORK WITH ENTERPRISES, SENIOR MANAGERS AND BOARDS Interest in customer centric transformation began in 1970’s with Doctoral Thesis “The Influence of the Marketing Concept on Company Performance”. Since then associated with theme, more recently Customer Centric Disruption.
Consultant over the years, and more recent SA clients and workshops include; 3M, ABSA Capital, Amro Bank, BP, Barclays Africa, Baxter Healthcare, Coloplast, Dupont, Deutsche Telkom, DSTV, Environ, Gartners, Hollard, Harley Davidson, IBM, ICI, International Health Insurance, Illovo Sugar, Jiffy, Lang O’Rourke, Lexus Nexus, Nulandis, Nokia, MTN, MMI Group, Matus, Monsanto, Northumbrian Water, Old Mutual, Ogilvy, Mather, Oracle, Pfizer, Reed Elsivier, Raiffeisen Bank, Sasol, Sealed Air, SKF Bearings, Transnet, UK Trade and Industries, Unilever, Ulster Bank, Vodafone, Velux, Volvo, Xerox.
“Market Spaces” and the “Customer Activity Cycle” methodology, plus a cross company implementation tool are some of the innovations developed for and with clients, applied by hundreds of corporations, This is being used as a blueprint for customer eccentric transformation, and still the basis for the ongoing academic research and publications.
RESEARCH AND PUBLICATIONS Academic work based on ongoing, application driven research and collaboration with leading thinkers and practitioners published in journals as well as 50 case studies the most well-known; Amazon.com, Apple, Coca-Cola. Citibank. Baxter Healthcare Cochlear Bionic Ear, Ciba-Geigy, Colgate-Palmolive, Dyson, SWIFT, Scandinavian Airlines (SAS), Singapore Airlines, Sun Life Assurance, SKF Bearings, The Russian Foundation for Social and Health Assistance, Hewlett-Packard, Heineken, Marks and Spencer, McDonalds, NHS-Direct, Volkswagen.
On editorial board and reviewer for amongst others: MIT Sloan Management Review; International Marketing Review; Journal of South East Asia; International Journal of Operations and Production Management; and the Asia Pacific Management Journal. Currently on editorial board Journal of Financial Services Marketing, Case Folio-The India UP Journal of Management Case Studies.
Publications in academic journals include: Business Strategy Review; MIT Sloan Management Review; and the Journal of Service Quality. Some papers include: “The Power Of Agnostic Brands” GIBS ACUMEN , May 2016“Upping the Game to Customer i-Centricity”, GIBS ACUMEN, November 2015“Servitization of Business: Adding Value by Adding Services”, with Juan Rada reprinted in Services and Innovation Edited by Faïz Gallouj and Faridah Djellal, Edward Elgar Publishing Ltd, 2015“Disrupting Customer Centricity with Higher Purpose: new world inspirations and disciplines”, GIBS ACUMEN August 2014 “The Transformation of Customer Focus: Lessons from Emerging Markets”, Innovative Marketing; June 2012. “Good Business Makes Poor Customers Good”, Business Strategy Review, Winter November December, 2010 (co-author)“Achieving Deep Customer Focus”, MIT Sloan Management Review, Spring 2004 “Customer Minded Growth through Services”. Journal of Service Quality: A Guru’s View, Vol 13 no 4, 2003“Growth Through Customer Focus: and the Role of E-Technology”, Customer Centric Solutions, September 2001“How Increasing Value to Customers Improves Business Results”, MIT Sloan Management Review, Vol 42, Fall 2000
Books since 1990s: From Tin Soldiers to Russian Dolls: Creating Added Value Through Services (Butterworth Heinemann, 1993); Competing Through Services - Strategy and Implementation, (Prentice Hall 1994) with Christopher Lovelock, Marika Taishoff, Cases in European Marketing Management, (Richard D. Irwin, 1994) with John A. Quelch Kamran Kashani,; Services Marketing: A European Perspective, (Prentice Hall, 1999), with Christopher Lovelock Barbara Lewis; The 11th Commandment: Transforming to “Own” Customers (John Wiley, 1996), Customer Capitalism: Getting Increasing Returns In New “Market Spaces (Nicholas Brealey, 1999 reprinted Colin Whurr, 2002), Breaking Through: Implementing Customer Focus in Enterprises, (Palgrave Macmillan 2004) (translated into Japanese Reitaku University Press, 2009), Breakthrough 2nd Edition Implementing Customer Centric Disruption, (Palgrave Macmillan 2014).
AWARDS DISTINCTIONS MEMBERSHIPS Awards include 13 from the European Case Clearing House (ECCH) and European Foundation for Management Development (EFMD). In 2014 two cases cited as among top overall 40 all-time bestsellers in last 40years by the European Case Clearing House.
Various committees and boards and main board International Health Insurance Danish service provider in 180 countries (2000-2005), sold to BUPA UK, Fellow of the RSA - Royal Society of Art, listed in the International Who’s Who and the International Who’s Who of Intellectuals, and member of the International Woman’s Forum. Recent boards and trusteeships; International Woman’s Forum SA (2011-2013), Board of Trustees Handspring Trust for Puppetry Art (2011-2015), Trustee Wendy Appelbaum Foundation, a philanthropic organization in South Africa.
MENTORSHIP PROGRAM In 2017 launched a mentorship program to help people with an idea for a start-up, but have no funding or access to expert advice to make it customer centric. The object is to build a genre of customer centric thinkers and practitioners who make service and customer value central to new start-up ventures and ensure that digital strategies and funding for new digital innovations, are grounded in a customer centric approach
EDUCATION Doctorate in Business Administration, (DBA) Graduate School of Business, University of Stellenbosch, Cape Town 1974, Master of Business Administration (MBA), Graduate School of Business, University of Cape Town, 1972, Bachelor of Arts (BA), Sociology from the University of Cape Town (1966).
WORK EXPERIENCE Before an academic consulting career in retailing including starting and partnered a business at 20 years old, followed by management in retail marketing, marketing research in family business, taken public in 1960’s.
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