Industry Veteran Brings Customer Service Expertise to Corporate Brands Team

(Nashville, TN) Charlie Moore joins Thomas Nelson effective immediately to serve the Corporate Brands team as Vice President of Brand Management. Prior to that, he was the Vice President, Sales and Service Operations, for Borders Group, the $4.1 billion parent company of Borders, Waldenbooks, and Borders.com, where he served for more than seven years.

Not only did Moore lead the customer satisfaction and conversion strategies, service operations, and the major account sales organization for Borders Group, but he also reinvented the way staff interact with customers, focused on the development of new service innovations and improved customer engagement in the stores. In addition, Moore introduced Borders to a customer satisfaction measurement process that enabled more than 1,200 stores domestically and internationally to hear the voice of the customer and identify actions to improve satisfaction and loyalty, resulting in significant year-over-year satisfaction increases. Through all of these accomplishments, he led the corporate and institutional sales organization to build brand awareness and generate incremental sales surpassing $100 million in gross sales annually.

Moore has held a variety of management positions in the information systems, publishing, and retail industries during his twenty-five year career in Fortune 500 and mid-size private companies. More than half of his career has been spent in the customer service arena leading operations and delivering service innovations focused on improving the customer’s experience. Prior to Borders, he spent five years with Cook Communication Ministries, where he worked to develop the operational infrastructure to position Inspirational books in thousands of retail locations across the nation and implemented improvements within multiple service groups providing services to mass-market bookstores, CBA retail stores, churches, and consumers.

“It is with great pleasure that I announce the addition of Charlie to our Corporate Brands team,” says Senior Vice President and Publisher Brian Hampton. “I expect his experience and passion for customer service to benefit each of our 11 brands. Charlie is going to play a key role in our plans for the future, and his fresh eyes and brand development orientation will help to grow the audience for our brands significantly.”

Moore is frequently invited to speak at industry conferences and keynote on leading service trends and initiatives. Recently, he has spoken at the North American Conference on Customer Management, Frost and Sullivan Executive Customer Service Leadership Conferences, National Conference on Operations and Fulfillment, and Achieving Customer Excellence Conference. He is requested to comment in industry publications on customer service strategies, customer satisfaction initiatives, employee motivation, as well as various technologies and industry trends. Moore and his wife, Enid, have three children – Christopher, 12; Christina, 8; and Elizabeth, 6. They live in Franklin, TN.

Contact:
Heather D. Adams
Director of Publicity
tel: (615) 902-2224
fax: (615) 902-2850
hadams@thomasnelson.com

This entry was posted on Friday, January 11th, 2008 at 9:00 am and is filed under Corporate Brands, Hiring Announcements, Press Release. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.