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Online reporting system

Current client reporting system can be accessed here.

Our Leadership

Executive + Development

Andy Fromm

Chairman + Chief Executive Officer
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Andy founded Service Management Group in 1991 with Bill Fromm and Dr. Len Schlesinger. SMG’s first client was a small retail chain, where Andy led a team conducting an employee survey. Throughout the company’s history, SMG’s associate and customer research has included an analysis of their relationship to financial performance. This concept was the primary focus of Dr. Schlesinger’s research at Harvard Business School and first articulated in 1998 in The Service Profit Chain with co-authors Heskett and Sasser. SMG’s research was subsequently published in 2003 in The Value Profit Chain—the follow-up work from the same research group at Harvard. 

Andy graduated with distinction from Boston University and has served as an expert contributor in the area of customer service and satisfaction measurement to media such as the Wall Street Journal, USA Today, and Fast Company. 

First Job: I cleaned pools throughout high school and still occasionally get asked for pool-cleaning advice from my former clients.

Chris Egan

President + Chief Operating Officer
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Chris is responsible for SMG's global client-facing organizations and is a thought leader in SMG's strategy and new business development. Prior to joining SMG, Chris was a principal at the Boston Consulting Group (BCG). As a core member of BCG's consumer practice, Chris primarily advised consumer retail, restaurant, and packaged goods companies and pursued functional areas of focus including strategy, service models, customer experience, consumer insight, and pricing across numerous retail formats. Prior to BCG, Chris was a senior brand strategist at Intel. 

Chris is a current member of the Kansas City Zoo board of directors and is actively involved in the Zoo’s efforts to drive guest attendance and improve guest satisfaction. He holds an MBA from the Kellogg School of Management. 

First Job: I worked as a cook for Pizza Hut and frequently won competitions for "fastest pizza maker." Now my family reaps the benefits of this skill.  

Jeremy Michael

Managing Director
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Jeremy leads SMG’s UK branch, bringing his deep industry knowledge and contagious energy to multi-unit brands seeking to drive loyalty. Having been heavily involved with over 100 clients, Jeremy has focused on both customer satisfaction and mystery shopping programmes. Prior experience includes time at global research agency TNS, where he worked on projects for brands such as Harrods, Holiday Inn, and Pret a Manger. Jeremy graduated with an honours degree in French and Spanish and a master’s degree in tourism and hospitality management. Jeremy has served as an official judge at the UK Customer Experience Awards and has appeared as a thought leader on BBC1, ITV, CNBC, and BBC Radio Five Live.

First Job:
 I worked in Brittany, France as a holiday rep and campsite entertainer. At that point I had to choose between a career in customer service or as a full-time juggler.

 

Ken White

Chief Client Officer
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Ken has a strong background in innovation, consulting, and technology; applying more than 20 years’ experience toward enhancing clients' customer experience programs. As Chief Client Officer, Ken oversees client services globally for SMG, supporting our teams in delivering actionable insights that lead to revenue and profit growth for our clients across all industries. Prior to SMG, Ken held various product development, technology, and operational leadership roles at H&R Block and consulted with Fortune 500 companies in large business transformational projects at Accenture. Ken earned his Bachelor of Science in Industrial Engineering from Iowa State University.

First Job: I grew up on a farm, so my first job — at the age of 5 — was feeding our chickens and collecting their eggs. 

Dennis Ehrich

Chief Information Officer
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Dennis leads the information technology and product development teams and is responsible for all of SMG's architecture, infrastructure, and development activities. Defining new and innovative products, Dennis oversees all of SMG's short- and long-term product enhancement plans. His 20 years of information technology experience spans the disciplines of operations, project management, application development, and process improvement initiatives. Prior to his current position, Dennis worked at Accenture in the financial services consulting practice and as director of information technology at H&R Block. Dennis holds a bachelor’s degree in economics from Denison University and earned his MBA from the University of Missouri – Kansas City.

First Job:
 I was a paper boy, delivering papers to around 350 neighborhood houses on the weekends.

Mary Widmer

Chief Strategic Officer
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Mary is responsible for resource planning, forecasting, and all financial aspects of the company. She directs SMG's strategic human resource initiatives and leads the company's administrative team. Mary also works closely with SMG’s clients during agreement negotiations and provides analysis and pricing of services. Prior to joining SMG as chief strategic officer, she was a partner in a CPA firm where she provided management, tax, and accounting consulting to a variety of businesses — including SMG. Mary earned her accounting degree from the University of Missouri – Columbia.

First Job: I had every 13-year-old's dream job...detasseling corn for DeKalb. I was in the fields by 6 AM, and by the end of the summer I had extremely tan arms (covered in cuts) and the whitest legs in three counties.

Kim Klosak

VP, Human Resources
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As Vice President of Human Resources, Kim is responsible for SMG's global activities in talent acquisition, development, organization design, and compensation benefit and wellness strategy. She is also responsible for contract negotiation, corporate structure, compliance, and general legal affairs. Prior to joining SMG, Kim served as an HR Relationship Manager at Sprint, where she led cross-functional HR teams in designing and delivering HR solutions. Kim holds a BSBA in Human Resources from Rockhurst University and a Juris Doctorate from Saint Louis University School of Law.

First Job: I worked at Six Flags with 400 of my favorite friends—great way to spend the summer!

Kate Sizer

VP, Client Insights
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As Vice President of Client Insights, Kate works with our clients to better understand and optimise their customer experiences. Prior to SMG, she spent 8 years in various director roles, including positions at Tesco and dunnhumby, where she focused primarily on grocery retailing. That experience lends itself well to her current position, where she helps her clients ask the right questions so they can get real, tangible value from SMG’s products and solutions. Her clients especially love her passionate, courageous, and collaborative approach to solving problems and delivering results. Kate holds a BA in Business Studies with 1st class honours from Coventry University. 

First Job: Whilst studying for my A-levels, I was a lifeguard at a swimming pool. My main responsibilities were whistle-blowing and rescuing lost locker keys.

Beth Conquest

Account Director
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As Client Insights Account Director, Beth oversees the partner relationships for a number of clients across a broad industry spectrum within the UK.  Beth’s clients appreciate her keen eye for developing the strategic direction of their insight programmes, and her clear passion for forging and maintaining strong relationships with them. Beth has worked in the customer insights sphere for 8 years, and thrives on bringing meaningful insights and results to brands around the world. Prior to joining SMG, Beth spent 6 years as a VP at Market Force, where she oversaw both the commercial and operational functions of customer insight, call centre, and audit programmes across multiple UK and global brands. Beth is qualified with the Chartered Institute of Marketing.

First Job: My first job was working in a hat factory at the age of 16, gluing ribbons onto straw bowler hats.  A full summer of that left me a dab hand at using a glue gun!