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The Finishing Touch: How to Build World-Class Customer Service
As Programme Director at Ashridge Business School, Tony designs and delivers programmes on business strategy and market innovation. Particular interests: understanding Customer Value, developing brands and the dynamics of long-term business relationships. He is a Fellow of the Chartered Institute of Marketing. He works internationally with experience in Europe, Asia and the Americas. Before joining Ashridge, Tony held senior marketing roles in financial services, brewing and the motor industry. His publications include "The Finishing Touch" (2010), "Smarter Pricing" (2006) and "Customers that Count" (2001), available in a number of languages published by Financial Times Prentice Hall.
