English (United Kingdom)
  • English (US)
  • 日本語
  • English (United Kingdom)

Online reporting system

Current client reporting system can be accessed here.

Our Leadership

Executive + Development

Andy Fromm

Chairman + Chief Executive Officer
|
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.

Michele Vance

President
|

As President, Michele leads a strategy-focused team dedicated to developing successful relationships and seeking new opportunities for growth. She’s committed to asking the right questions at the right time to deliver the most measurable and meaningful results in every situation. Prior to SMG, she served as VP of Commercial Sales at Terminix, VP of Marketing at RentWay—and has spent time consulting for brands like CAPCOM, Aaron’s Sales & Lease Ownership, and H&R Block on marketing and channel sales strategies. Michele holds a Bachelor of Arts in Communication Arts from Gannon University in Erie, Pennsylvania.

First Job: I delivered the afternoon newspaper. In my frequently wet and snowy hometown, I learned quickly that a dry paper will drive loyalty. 

Jeremy Michael

Managing Director
|

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.

 

Mary Widmer

Chief Strategic Officer
|
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.

Ken White

Chief Operating Officer
|
Ken has a strong background in innovation, consulting, and technology; applying more than 20 years’ experience toward enhancing clients' customer experience programs. As Chief Operating Officer, Ken oversees SMG’s technology, product development, innovation strategies, and data science initiatives. 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.

Todd Leach

Chief Client Officer
|
Todd specializes in developing creative approaches for improving customer loyalty and engagement. To his role as Chief Client Officer, Todd brings more than a decade of experience in market research, competitive intelligence, and business improvement across diverse service-based industries. Prior to joining SMG, Todd helped companies such as H&R Block, Mutual of Omaha, Farm Credit Services, and Cerner Corporation to further refine their marketing, client service, and new business strategies. Todd earned his MBA from Bellevue University and holds a BA in both sociology and political science from Northwestern College.

First Job: I was a busboy at an all-you-can-eat spaghetti restaurant in Omaha. As you might suspect, there were some especially dirty tables.

Kim Klosak

VP, Human Resources
|
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
|

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
|

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!