Professor Merlin Stone, Consultant and Trainer, Merlin Stone Consulting
Merlin is an expert in online and offline customer management, his experience covers most. His work includes training, consulting and research in many aspects of customer management, including strategies and tactics for customer recruitment, retention, and development. His work focuses on improving customer experience,satisfaction, loyalty and trust, and also the customer research, data analysis, systems decisions and supplier selection and management needed to support improved customer management. His recent research has coveredhow self-service in retailing and financial services is changing under the impact of new customer technologies, on business intelligence in the age of big data, on mobile payments and on customer service and complaints.
He is author or co-author of many articles and thirty books on customer management. He is an Honorary Life Fellow of the IDM, which he helped found. He also on the editorial advisory boards of several academic journals. He has a first class honours degree and doctorate in economics from Sussex University, UK. In parallel to his business career, he has also pursued a full academic career, holding senior posts at various universities. He is now a Visiting Professor at three universities, and teaches marketing at several universities.