Jack Mackey served as long-time Chief Evangelist at Service Management Group (SMG), the leading customer experience firm dedicated to improving loyalty and sales for service-based businesses. He brings to life service strategies from 30 years of ongoing research at Harvard Business School, grounded with up-to-the-minute customer experience discoveries. The “Jack Mackey experience” is high-energy, fun-loving, quick-witted and packed with real-world examples, humor, inspiration and actionable insights that audiences love.
How did you get the title “Chief Evangelist”?
Andy Fromm, CEO at SMG, gave me that title. For years, I hosted SMG’s Forum for C-level execs in service-based industries. They came to learn new ways to win customer loyalty through a superior customer experience. Those executives often asked me to energize their people by speaking at their annual meetings. My reputation grew for inspiring a spirit of “creative discontent” in my audiences and giving them practical examples to get better– in a fun and positive way. It turned out, that was highly valued by CEOs!