Customer Behavior Management


About us

Dr. Terry Riley is a cognitive psychologist and internationally recognized authority on travel behavior, and he is principal of Applied Psychology, a small consulting firm.


He writes A Mind to Travel for American Express, Err Travel, a column syndicated to America Online and MSNBC, and Travel Fox, a satirical news report.


Terry is the author of C.H.A.R.M. School, Travel can be Murder, The Complete Travel Diet and a forthcoming book, It's Not Your Fault.


Contact: riley@CustomerBehaviorManagement.com

Dr. Terry Riley


 

Ms. Kim Poppke is a customer service specialist with expertise in ensuring accessibility for customers with disabilities.


Formerly, Kim administered the passenger event reporting system for American Airlines where incidents of pre-boarding and in-flight passenger misconduct were amalgamated and distributed to airport management for service improvement.

Contact: poppke@CustomerBehaviorManagement.com

Kim Poppke
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