Tom Connellan is one of North America's leading authorities on the organizational changes necessary to create high performance, customer retention, and service quality. He is a captivating, entertaining, and informative speaker who crisscrosses the country each year helping leading companies forge stronger bonds with their customers. He is a senior principal with Performance Research Associates and the author of six business books, including Sustaining Knock Your Socks Off Service.

Tom is a former faculty member and program director at the University of Michigan Business School. No stranger to the firing line of business, he founded a service company in the health-care field and built it into a network of 1,200 instructors serving 300 hospitals and most of the Fortune 500 firms. The reports of two different Surgeons General cited the firm's program quality.

He lives in Ann Arbor, Michigan.

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