Nancy Fein is vice president of parts, service, customer satisfaction and training for Lexus, the luxury division of Toyota Motor Sales (TMS), U.S.A., Inc.

Fein is responsible for all activities in the parts, service, sales, service training, and customer satisfaction departments.

Listen to what Nancy Fein has to say about her session.

John Fleming, Ph.D., joined The Gallup Organization in 1993. In his role as Principal, Fleming’s consulting insights help Gallup’s global clients improve customer engagement and enhance business performance. Fleming was instrumental in the development of Gallup’s CE11 customer engagement program. He is Chief Scientist for Gallup’s Customer Engagement and HumanSigma practices, which set worldwide standards for Gallup’s brand measurement and customer engagement management applications. Fleming also leads Gallup’s Business Impact Analysis Consulting Group and serves as an internal and external consultant on issues related to research design, analysis, and complex modeling.

Vicky Stennes is Vice President Inflight Experience of JetBlue Airways, a low-fare, low-cost passenger airline based in New York City. Vicky is responsible for in-flight service throughout the airline’s system, with the primary goal of maintaining the highest level of customer service standards while delivering the JetBlue experience at altitude. An industry veteran with 35 years of aviation experience, she has a passion for serving crewmembers who serve customers.

John Timmerman is the Corporate Vice President of Quality & Program Management for The Ritz-Carlton Hotel Company, L.L.C.  John is responsible for Customer Loyalty Measures and Improvement Strategies, Quality Assurance Processes and Audits, Corporate Customer Relations, and the deployment of the Brand Strategy.  John is a Senior Member of the American Society for Quality (ASQ) and is an ASQ Certified Quality Auditor, Quality Engineer, and Quality Manager.  He was involved in preparing The Ritz-Carlton, Washington D.C. for 1992 Malcolm Baldrige National Quality Award (MBNQA) site visit, The Ritz-Carlton Hotel Company 1999 application and currently serves as a Senior Examiner for the Malcolm Baldrige National Quality Award (2005 – 2007). 

Over the last eight years, Linda has led the strategic growth of Commerce’s retail operations from 75 to nearly 450 locations. She has overseen the front lines of the company’s retail stores, which stretch from New England to the Southeastern U.S. Her expertise, dedication and approach have guided a unique corporate culture of innovation and service, the foundation of which is a company-wide dedication and personal passion of each team member to deliver a legendary service experience.