Great Customer Service -
the last frontier of a sustainable competitive advantage


Mike Hohnen

Navigating this site

Below is a general introduction . If you are in a hurry here are the facts about me, the services I offer and my Blog. In the library section you will find my flipped classroom, articles, videos and other useful resources


I have a passion for service – it’s been with me ever since I started as a bell boy in Copenhagen’s finest hotel as an 18 year old.

That was the beginning of a 20 years  in the hospitality industry and the long trek from bell boy to general manager. It also took me to 25 different countries but that is a story for another time…

In 2001 I had a good think about life and decided that where I could probably make the largest contribution and most impact was by focusing on service innovation.

In my experience developing outstanding service operations has two parts: Leadership and design

Outstanding customer experiences are the result of highly engaged employees doing the right things at the right time. This is achieved through good service design and good leadership.


Leadership - engagement at all levels of the organisation is directly related to the leadership style of the immediate supervisor which is modeled throughout the whole organization.

Service design thinking – this means doing the right things at the right time

Service comes at a cost and in a highly competitive marketplace we need to make sure that we are delivering the right amount of service at the right time – not too much, that gets too expensive. Not to little, then we loose the customer. We need to get it just right for each touch point.

So my focus is on:

  • Leadership and organisational development
  • Service Design Thinking.

I believe that both are more important that ever.

Here is why:

Everything is Service

As a society we are in the midst of a fascinating transition from value created through the exchange of goods to value that is created through services.

Customers are no longer intrigued by ownership – what they are looking for are solutions to their ever shifting needs.

This has far-reaching consequences.

It means a shift :

  • from a focus on product specification to a focus on customer needs
  • from marketing to a customer, to marketing with a customer (co-creation)
  • from resource optimisation to a focus on flow-optimisation

These shifts can be quite challenging. They raise the bar for the kind of leadership that is required and they force us to re-think our service design, touch-point by touch-point.

Here are some  ways that I may be able help you…. Continue

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