I am a coach, trainer and public speaker who supports leaders, managers and their teams in implementing the Service Profit Chain.
Customer Service is one of the last frontiers of sustainable competitive advantage. And it’s one of the strongest ways to grow your profits.
In order to do that, we need to focus on two things. The front-line employee and the overall customer experience.
In practical terms, that means developing leaders who understand what it takes to create an environment that enables great customer service from their front-line people. The Service Profit Chain is our foundation for this.
Developing great experiences means an excellent core product that is delivered in such a way that we support the three basic needs: Emotional connection, Trust and Control. In order to do that, we use a variety of tools that all have their origin in Service Design Thinking.
Depending on what is is you would like to achieve, I can deliver my service in three ways: Coaching, Workshops, Presentations / Keynote speaking. Most often, it will be a combination of all three if we are talking about serious changes.
You can check out the details in the separate pages.
So how can I best help you?
Drop me a note and let’s have a first informal chat – on Skype – about how I can best assist you in getting the results that you are looking for.