The nation’s first academic institute devoted to the study of customer engagement will be based in SMU’s Cox School of Business thanks to a $10 million gift from Diane and Harold (Hal) Brierley.
A pioneer in database marketing and customer loyalty programs, Hal Brierley is perhaps best known as the only consultant for the launch of American Airlines’ AAdvantage program, the nation’s first frequent traveler program. The Brierley Institute for Customer Engagement will support a critical and growing business need: capturing customer attention in what Brierley has described as “a time-starved, social media-obsessed environment.”
The gift – among the largest in the history of the Cox School – will be formally announced at a ceremony on the SMU campus in the James M. Collins Executive Education Center at 4 p.m. Wednesday, Sept. 14.
“It is an honor for SMU and the Cox School of Business to serve as home of the Brierley Institute for Customer Engagement,” said SMU President R. Gerald Turner. “We are grateful for the Brierleys’ foresight and their generous gift to establish endowments and provide operational funding that will support curricular innovation, graduate scholarships and faculty leadership to address the issue of building and maintaining customer relationships.”
The ceremony will be followed by a 5 p.m. panel discussion, also in the Collins Center, focusing on customer engagement insights for the future. Panelists will include John Deighton, Baker Foundation Professor and Harold M. Brierley Professor Emeritus of Business Administration at Harvard Business School; Karen Katz, CEO & President of Neiman Marcus; Suzanne Rubin, former president of American Airlines AAdvantage program; Hal Brierley; and Marci Armstrong, SMU Cox associate dean of graduate programs. SMU Provost and Vice President for Academic Affairs Steven Currall will host the panel discussion.
“This gift will greatly enrich our marketing concentration, provide extra funding and create depth,” said Cox Dean Albert Niemi. “The Brierley name is magic in customer engagement. Hal will have an office here and serve as an executive-in-residence. He’ll be engaged in the classroom with our students. Both his gift and his presence will strengthen the program.”
“It’s more than serendipity when the right program comes to the right University,” said Currall. “Our existing course offerings within the Cox School are a strong foundation for the new Brierley Institute, and we look forward to partnerships with other disciplines across campus, which will multiply the Institute’s value to our students and faculty members.”
“I look forward to having Dallas and SMU viewed as a center of excellence in customer relationship management,” said Hal Brierley. “I’m pleased that SMU Cox has stepped up to create effective curricula to teach tomorrow’s marketers the techniques that are essential to design and manage successful customer loyalty programs. The Brierley Institute will take an active role in advancing the techniques employed by consumer brands for their current and future customer engagement efforts.”