Leadership in demanding customer service environments

Fresh Thinking

My passion is to see authentic service organizations thrive and flourish in the new paradigm of what we term the Values Economy. This is done by helping progressive leaders to design, implement and improve a brand aligned customer experience delivered by their employees (brand ambassadors). The SERVICEBRAND approach enables significantly better, sustained business performance and I am very proud that projects have delivered measurable business impact across a balanced scorecard of measures and been recognised with industry awards.

I graduated in Hotel & Catering Administration at Surrey University where I have been a visiting lecturer and then enjoyed senior roles at InterContinental Hotels, Whitbread/Marriott and Compass, leading £10-125m revenue businesses with large teams in demanding customer service environments before founding SERVICEBRAND GLOBAL in 2005.

I am an international speaker and published author whose co-authored books about values “THE 31 PRACTICES: Release the Power of your Organization’s VALUES Every Day”, “My 31 Practices: Release the Power of your Values for Authentic Happiness” and “The Values Economy, How to Deliver Purpose-Driven Service for Sustained Performance” have received international critical acclaim. The next book, “Supercharging the Customer Experience: How Organizational Alignment Drives Performance” will be published in April 2024.

I am the Founder of the Global Values Alliance, a director of the UK Values Alliance, non-executive director of BQF, Past President of the Meetings Industry Association, a Fellow of the Institute of Hospitality and was a global train the trainer for the Marriott International Spirit to Serve programme.

Outside of work, I live in London and enjoy seeing my adult children’s continued growth as wonderful people. Relaxation involves sport generally (watching!) balanced with a love of good food and wine and having fun practicing photography whenever there is an opportunity.

“The practical nature of the SERVICEBRAND approach is summed up by my favourite quote from Yogi Berra “In theory there is no difference between theory and practice. In practice, there is.”

I have led successful businesses as an operator, in practice not theory, using the SERVICEBRAND approach and know that it delivers tangible results time and time again. If you are a CEO, divisional MD, business unit lead or functional (HR, Marketing, Finance, IT etc) leader and you are interested to know how to deliver significantly better sustained business performance, please be in touch. If you are a management consultant wanting to win more new clients or deepen your relationship with existing clients by using the SERVICEBRAND approach and Values Economy toolkit, please be in touch.