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Dr Leonard Berry from Mays Business School at Texas A&M University joins me to share some key insights from his recent published work addressing the future of Service Experience in the current Pandemic Age. He speaks to the importance of safety and shares transformations that are occurring across industries. He also presents a concept of an Essential Services Workforce Alliance based on the learnings from the current Pandemic to improve our overall resiliency.

The Customer Experience (CX) with Eric Michrowski

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Dr. Leonard L. Berry is University Distinguished Professor of Marketing, Regents Professor, and holds the M.B. Zale Chair in Retailing and Marketing Leadership in the Mays Business School at Texas A&M University. He also is a Presidential Professor for Teaching Excellence. As a Visiting Scientist at Mayo Clinic in 2001-2002, he conducted an in-depth research study of healthcare service, the basis for his book, Management Lessons from Mayo Clinic. Concurrent with his faculty position in Mays Business School, Dr. Berry is a Senior Fellow of the Institute for Healthcare Improvement studying service improvement in cancer care for patients and their families. He also is an Adjunct Professor, Faculty of Health Sciences, University of Southern Denmark.

 Professor Berry has published 13 books in all, including: Discovering the Soul of Service; On Great Service; Marketing Services: Competing Through Quality; and Delivering Quality Service. He is the author of numerous academic articles in business, marketing, service, and medical journals.