It’s quality of leadership that primarily drives a great customer experience.
That’s my conclusion after 25 years in the hospitality industry, anyway.
Let me explain why:
Having a sustainable competitive advantage means your company can do something that’s hard for others to imitate. In the service business, that ‘something’ is all about autonomy, inclusion, delegation, empowerment, coaching, and putting people first, the core ingredients in what constitutes good leadership.
Simple ideas to understand; incredibly hard to implement. But look ‘under the hood’ of most* successful service companies and you’ll see that this is how they do it.
My key expertise is helping managers and their teams understand not just the theory behind this, but more importantly, convert that knowledge into new behaviour. My results have been speaking for themselves since 2001.**
I base what I do on the principles of the Service Profit Chain and add practical ideas from Service Design Thinking. I get the message across using coaching, training, facilitating and inspirational talks in whatever combination I think is needed in order to get the job done.
*I say ‘most’ because hardcore discounters don’t have this focus.
** Hotels, amusements parks and large service organisations are my client base
See my profile on LinkedIn here or send me a message here
Areas of Expertise
- Leadership Development
- Team Development
- Service Innovation
- Performance Improvement
- MBA – Service Management
- Leadership & Business Coaching
- Team Coaching
- Service Design Thinking
Lived in: Denmark, Sweden, Norway, France, Switzerland, UK, and South Africa.
Delivered: Coaching, training, and leadership development programs in more than 25 countries.
- English/Danish: bilingual
- French: Conversational
- German: Basic
You can see my profile on LinkedIn here or send me a message here