Building internal capacity and skills to improve poor NPS,
CSAT and loyalty scores in scalable and consistent ways.
I believe in CX and service excellence culture as strategic assets and growth engines because my experience
confirms that perennial market leaders and iconic service and experience-led brands consistently outperform
through cultures that are predisposed to close gaps between brand promises and actual customer experiences;
deliver consistently at moments that matter most to customers, and provide those surprising instances that truly
delight and "WOW". Fueled by proven intellectual capital, I've decoded the strategies, systems and practices
used by those leaders to help clients embed CX and service excellence into organizational and operational DNA.
Accelerate speed-to-value with
proven intellectual capital, tools
and analytics, blended with the
"Excellence Wins" philosophies
from our strategic mentor, the
legendary Horst Schulze:
We must not be distracted from the four supreme objectives of any organization that wants
to succeed: 1.Keep the customer. 2.Get new customers. 3.Encourage the customers to
spend as much as possible!—but without sabotaging Objective Number One.
Gain 1:1 and team support for
the accelerated optimization of
experience strategies, customer
episodes and service operations.
Equip leadership and talent
with the unique skills needed
for consistent service delivery
and elevated experiences.
Design document and deploy
branded Culture Playbooks to
embed customer-centric and
service excellence behaviors.
Rapid Service &
Experience
Improvement.
Leadership &
Organizational
Development.
Culture & Brand
Transformation.
Borne of the legendary Ritz-Carlton brand, I work across service and experience-intensive industries:
Healthcare & Life Sciences | Financial Services | Hotels & Hospitality | Franchise Networks | Retail & Luxury Goods | Sports & Entertainment |
Government Citizen Services | Auto Dealer Networks | Customer Contact Centers | Property Management | Airlines & Public Transportation
As a former Inc. 500 awarded CEO and Global Head of
Service Delivery at The Ritz-Carlton Leadership Center,
C-Suite, Operations, HR and CX leaders engage me as
a Trusted Advisor on urgent challenges, including:
Wayne Simmons | Trusted Advisor | Certified CX Pro
Building organizational heart, soul and value around customer experience is the most urgent thing to get right,
right now. Why? With 80% of global economic activity now coming from services, customers increasingly expect
(and deserve!) great experiences. Driven by that truth, I believe that leveraging CX and service excellence culture is
one of the few remaining ways for brands to create the truly differentiated value propositions and deeper customer
relationships needed for superior performance and growth. Through purposeful advisory, training and coaching, I
bring this belief into practice for clients, creating positive impact for customers, employees, and shareholders alike.
Horst Schulze
Author: Excellence Wins: A No-Nonsense Guide
to Becoming the Best in a World of Compromise
Disrupting the vicious cycle between subpar employee
engagement, high churn and poor customer experiences.
Creating unique experience-based propositions that drive
growth, differentiation and durable commercial advantage.
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Cofounder of The Ritz-Carlton Hotel Company
Organizational &
Diagnostics
& Assurance
