Jeri Quinn, President of Driving Improved Results, is a recognized professional development expert focused on small and mid-size businesses. Her most recent book, The Customer Loyalty Playbook: 12 Game Strategies to Drive Improved Results in Your Business, focuses on customer loyalty and the four areas leading to customer loyalty. Her background in education, psychology, along with the experiences of owning and managing small businesses, supervising employees, handling customers, and dealing with changing economies has positioned her well to aid her business clients in the areas of employee engagement, and strategic planning. She works with her clients, becoming part of their team, observing everyday challenges and helping each one discover what works in site-specific environments. With more than 30 years as a serial entrepreneur, Jeri helps drive improved results in client retention, numbers of raving fan clients, customer service,and business growth.