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CX and Service Excellence value enhancement.
I blend 25 years of unique experience gained as an Inc. 500 and Consulting Magazine awarded CEO, veteran of U.S. Army Intelligence and former Head of Global Service Delivery at The Ritz-Carlton Leadership Center. As a Trusted Advisor, I help businesses and brands deliver the exceptional experiences that turn customers and employees alike into passionate brand advocates. Working across industries, I support clients with advisory, training and coaching services designed to embed service excellence into organizational and operational DNA, driving loyalty, growth and enduring competitive advantage.
Winning in today's global economy
will be driven by the experiences
that hyper-empowered customers
have with brands.Through CX and service excellence, I endeavor to make those interactions more human.
Our world is full of friction, inconsistencies and compromised expectations - 80% of companies believe they deliver a superior customer experience, but only 8% of their clients actually agree. My purpose is to help close those gaps by (re)humanizing the experiences that customers, employees, businesses and brands have with each other. I believe that the relentless pursuit of CX s and service excellence are key to that endeavor. Founded in 2011 to help clients drive superior revenue growth, that purpose is now being advanced through a passion to help businesses and brands, of all shapes and sizes, win through CX and service excellence.
Opptiv is the growth consultancy through which I practice my craft and pursue my passion for helping client brands win through customer experience and service excellence.
I am committed to helping clients become best-in-class. To that end, I am grounded in the "Excellence Wins" philosophy and disruptive principles of Horst Schulze, the cofounder of The Ritz-Carlton Hotel Company and architect of that brands enduring service excellence culture, legendary service and exceptional customer experience.
Author of Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise.