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Building internal capacity and skills to improve poor NPS,
CSAT and loyalty scores in scalable and consistent ways.
Adapt what iconic experience-based brands do.
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
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.
Author: Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise