Dr. John Timmerman-SLI Faculty

Senior Strategist, Customer Experience and Innovation

Dr. John Timmerman Gallup's Senior Strategist in Customer Experience and Innovation, is a renowned expert in creating outstanding customer experiences by building and integrating business cultures, systems, and technologies. Prior to joining Gallup, he served as the vice president of operations and quality for The Ritz-Carlton Hotel Company and most recently served as the global vice president of guest experience and rooms operations for Marriott's portfolio of 18 brands and more than 3,700 hotels worldwide.  John has demonatrated success in achieving world-class customer loyalty and business outcomes by mazimizing employee talent and engagement.

A recognized thought leader in the science of service, John has presented hundreds of lectures and consultations on designing customer-centric organizations across a globaly diverse range of industries and enjoys developing new leaders by serving as a adjunct professor at the University of Delaware.  John is  the former chairman of the American Society for Quality, which serves more than 70,000 quality professionals in 140 countries, and he is a a former senior examiner for the Malcolm Baldrige National Quality Award.  John was award the Ishikawa Medal for his lifetime achievement in having a major positive impact on the human aspects of quality.
John received his bachelor's degree in hotel, restaurant, and institutional management with honors from the University of Delaware and his master's degree in service leadership and innovation from the Rochester Institute of Technology. He completed his doctorate in hospitality management at Iowa State University with a dissertaion that employed advanced structural equation modeling to illustrate the behavioral economic relationship between employee service delivery, customer loyatly, and financial outcomes. Prior to starting his career in the hospitality industry, John served in the U.S. Marine Corps as a 2nd Force Reconnaissance Marine.

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