The Leadership Team

Laurence N. Smith,
Chairman and Chief Executive Officer

Laurence N. Smith has gained national recognition as a pioneer in marketing of non-profit institutions and service organizations as well as for his work in executive development and Transformation Management--mobilizing institutions, communities and organizations for revitalization and renewal.

Mr. Smith's innovative approaches to change management in higher education, the non-profit, and service sectors, his creative approaches for discovering and utilizing collaborative resources for organizational revitalization, as well as his lecture series on Understanding Changing America, keep him in high demand as a keynote speaker, workshop presenter and consultant in both the public and private sectors.

In June 2000, Mr. Smith co-founded Service Advantage International where he serves as Chairman/CEO. For more than 30 years he has focused his professional energies on helping institutions and organizations better serve their constituents and customers. He brings this vast knowledge and the ability to successfully apply it to Service Advantage International’s commitment to provide its clients with credible, timely and actionable customer and employee feedback, market research and consulting services resulting in their delivering exceptional customer service.

Mr. Smith also is president of SAI’s strategic partner, EDSI, an executive development and management consulting firm, founded in 1981. He is active on professional, civic and corporate boards, committees and task forces on national, state and local levels. Among his extensive activities, he served as chair of the NASPA National Academy for Leadership and Executive Effectiveness. He has written numerous articles, manuals and books. Mr. Smith is lead author of the chapter on education in The American Management Association Handbook of Marketing for the Service Industries (1991).

He is emeritus Vice President for University Marketing and Student Affairs at Eastern Michigan University he had overall leadership responsibility for strategic University marketing, communication and media relations as well as student affairs. In 1999, the University recognized his significant contributions to it, his profession and the national community by awarding him an honorary doctorate.

Prior to his appointment at Eastern Michigan University in 1975, he served from 1969 as Vice President for Student Affairs at Chicago State University. He has also held several positions including Assistant Vice President for Student Affairs at the State University of New York at Buffalo from 1960 to 1969.

Mr. Smith received his Bachelor’s degree from the University of Rochester, his Masters degree and advanced graduate studies at the State University of New York at Buffalo.

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Keith C. Moore,
Executive Vice President

In his role as Executive Vice President, Mr. Moore oversees the financial and legal affairs of SAI as well as its west coast operations.

Mr. Moore is Chairman and CEO of DataLogic International, Inc., which he joined in January 2005. Mr. Moore has served his entire career founding, growing and financing technology and service companies. Mr. Moore has served in various executive capacities for small and large companies, including Activision, iTechexpress, Inc. POPcast, and Cinemaware. For these organizations, Mr. Moore has raised in excess of $100 mm and has grown collective revenues in excess of $600 mm.

Mr. Moore served as President, Chief Operating Officer, Chief Financial Officer and Director of Activision, Inc., (Nasdaq: ATVI), recognized as an international market leader in multimedia software. Mr. Moore is a founder of International Consumer Technologies and was Vice President, Chief Financial Officer and Director of the company since its inception in July 1986 until its amalgamation into Activision in December 1994.

Mr. Moore currently serves on the Boards of Directors of Remote Dynamics, Inc., DataLogic International, Inc., and Service Advantage Inc. Mr. Moore serves as Trustee for the Mission Hospital Foundation and served as a trustee on the Eastern Michigan University Foundation’s Board from 1993 to 1995. Mr. Moore, a Certified Public Accountant by training, earned his BS in Accounting and his Masters in Finance from Eastern Michigan University in 1982 and 1984, respectively.
 

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David Baker,
Director of Customer Strategy and Assessment

Mr. Baker specializes in assessing customer satisfaction and calculating linkages between customer satisfaction and company financial performance. Mr. Baker has managed customer satisfaction measurement programs for numerous organizations, including Fortune 500 service and manufacturing companies. Mr. Baker helps clients determine the key drivers of customer satisfaction and then develop resource allocation plans by calculating ROI on potential service improvements.

Before joining SAI, Mr. Baker was the Director for Business Development at CFI Group, a consulting firm specializing in measuring and managing customer relationships as important company assets. Prior to CFI Group, he was with Roland Berger Strategy Consultants where he provided service portfolio development and management turnaround strategies to clients. Mr. Baker’s previous clients include Johnson Controls, Domino’s Pizza, Emerson Electric, Copeland, ServiceMaster, Terminix, TruGreen, Merry Maids, American Home Shields, and Schuler.

Mr. Baker lived in China and has conducted studies on the Chinese automotive and education markets. He is also active in the Detroit-area community and has conducted pro bono projects for non-profits such as the Detroit Economic Club and the Detroit Institute of Arts.

Mr. Baker has a BA in Organizational Communication from Eastern Michigan University and an MBA with High Distinction in corporate strategy and international business from the University of Michigan’s Ross School of Business.

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David L. Leibsohn,
Director, Strategic Analysis and International Development

Dr. Leibsohn has responsibility for two distinct roles within SAI: strategic analysis and international development.  In the area of strategic analysis, he helps SAI clients integrate within their operations the use of service performance data collected so as to best support the attainment of their corporate strategic objectives. This involves such issues as: ensuring consistency between client strategic objectives and service performance measurement instruments employed, identifying how to effectively link service performance data with financial and operating performance data to assess performance along the dimensions of service effectiveness and service efficiency, designing and implementing studies to determine the impact of service performance improvements on bottom-line performance, and developing the means of communicating key service performance results to the wider client organization.

In the area of international development, Dr. Leibsohn is responsible for establishing an international network of partners that support seamless cross-border cooperation to serve its clients’ needs within foreign markets; access cutting-edge “service technologies” developed abroad and assist its partners’ clients with their service performance measurement needs in the United States.

Prior to joining SAI, Dr. Leibsohn worked for more than 15 years as an international management consultant with Touche Ross, The Mac Group, Gemini Consulting, and CFT Consulting. He assisted such major international corporations as Procter & Gamble, Apple Computer, Sara Lee, 3M, McCormick Spice and Phillips Components in setting strategic direction and objectives, implementing major change initiatives (i.e. corporate mergers and restructuring), developing performance tracking and measurement systems, and facilitating changes in organizational culture. Dr. Leibsohn spent six years based in Paris, France and worked throughout Europe and North Africa. He is fluent in French and proficient in Spanish.

Dr. Leibsohn has a BA in Economics from Northwestern University, an MBA in Strategy and International Business from the University of Chicago, and a Ph.D. in International Business and Strategy from the University of Michigan.

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Brian F. Lorge,
Marketing Consultant Mr. Lorge brings to SAI more than 30 years of extensive expertise in the food service industry during which he served 10 years as Vice President of Marketing of a Fortune 100 company, was an executive chef for a major restaurant corporation, executive chef for the Chicago branch office of an industry leader in the food service distribution, was general manager of a nationally recognized night club as well owned and operated a catering company.

In 2005, he founded Lorge Marketing Services, LLC, a full service marketing, advertising and consulting agency, of which he is President/CEO.

He also serves as the Executive Director of the Michigan Chef's de Cuisine, Inc. /ACF; is a member of and consultant to the Michigan Restaurant Association, member of the Michigan Food and Beverage Association, the National Restaurant Association, and the Research Chef's Association.

His civic involvement includes being a founding board member of the Hamburg Enhanced Recreation Organization where he its marketing committee for the Hamburg Family Fun Fest. He is also a member of the Brighton Chamber of Commerce and Kiwanis International.