Greg Tucker has been a thought leader and practitioner in the area of Customer-centric strategies, Customer Loyalty and customer experience transformation for over 20 years. As a management consultant for 17 years he has worked with executive teams to develop customer-driven strategies at over 100 corporations including global leaders such as GE, PepsiCo, Oracle, Microsoft and SAP. The results of these efforts have transformed the customer and employee experience, driven top and bottom line productivity and engaged employees in building a customer-centric culture.
As SVP Marketing & CMO for Copart Auto Auctions, Greg led all marketing programs, CRM implementation and Customer Loyalty efforts for the $1 Billion online auto auction company. Under his leadership revenue and profit increased significantly and NPS score improved 18 points. Copart’s marketing programs were recognized with a 2012 Addy award and the 2012 Customer Experience Innovation Awards.
Prior to Copart, Greg worked at AT&T, Clorox and AAA (No. California) to redesigning the customer experience (online and offline) to drive growth, profitability, customer loyalty and employee engagement.
Greg received his MBA from Stanford University’s Graduate School of Business. In addition, he worked closely with best-selling authors Michael Tracy & Fred Wiersema on the books “The Discipline of Market Leaders” and “Customer Intimacy” and his work has been profiled in Fast Company, Business Week and Harvard Business Review. Greg holds Process Mastery, Six Sigma Black Belt and NetPromoter Associate certificates.
Free Tools and Assessments
This web-based self-assessment is based on a sub-set of the Best Practices of leading Service Profit Chain companies. Assessment results will be produced immediately upon completion. MORE
A powerful, research-based system that dramatically improves customer satisfaction and loyalty. Learn strategy, management practices and customer service tactics to out-perform your competitors. MORE
THE OWNERSHIP QUOTIENT
Hundreds of large organizations around the world have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners"
of your business. MORE
THE CULTURE CYCLE
Discover how organizational culture evolves, how it can be shaped and sustained, how it fosters innovation, promotes survival in tough times and influences the success of global strategies. MORE