The Service Profit Chain Institute, a Boston-based consulting firm dedicated to helping companies achieve better performance by improving the linkage between employees, customers and profits, was founded by Joe Wheeler and Professors James Heskett and W. Earl Sasser of the Harvard Business School, to partner with companies to bring the concepts associated with The Service Profit Chain® to life in their own organizations. In 2008 Joe co-authored The Ownership Quotient, Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage (HBS Press Dec 2008) with Professors’ Heskett and Sasser. Prior to launching The Service Profit Chain Institute, Joe was the Quality and Productivity Executive for Bank of America. Prior to this, he was an Executive Vice President with The Forum Corporation where he managed the firm's Customer Experience Consulting Practice and co-authored a best-selling book on the subject, Managing the Customer Experience – Turning Customers into Advocates (FT Prentice-Hall 2002). Joe completed his MBA at the Edinburgh Business School.

Jodi Koskella manages the Enterprise Product Marketing for MarketTools CustomerSat offering, she is responsible for strategy and communications around Enterprise Feedback Management. She brings to MarketTools 15 years of B2B software marketing and consulting expertise with a background in retail, web analytics and data warehousing.

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.