Eileen’s passion for member/customer experience management was developed during her time in industry in the retail and consumer product sectors. Most of this time was spent at Hallmark, Inc., where she held a variety of positions designing, delivering, or managing extraordinary customer experiences, earning the company’s coveted R.B. Hall award for marketing excellence. In her last position at Hallmark, she managed a $3.5 million national training program.

After earning her Ph.D. in marketing at Texas A&M University in 2003, Eileen began to share her passion for marketing and service excellence with students as a business school professor, earning numerous awards for her teaching and research. Her consulting and research interests are in member/customer experience management and segmentation, branding strategy, and services marketing.

Her research has been published in Academy of Management Perspectives, The Journal of Brand Management, The Entrepreneurial Executive, The Journal of Hospitality Management, and The Journal of Management and Marketing Research. Eileen and her husband are co-op members who live in the San Antonio, Texas area.