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Embedding Service Excellence at the DNA-Level.
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 the promoter economy
will be driven by the experiences
that hyper-empowered customers
have with brands.Through service excellence, I endeavor to make those experiences 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. Our purpose is to help close those gaps by (re)humanizing the experiences that customers, employees, businesses and brands have with each other. We believe that the relentless pursuit of service excellence is the key to that endeavor. Founded in 2011 to help clients drive superior revenue growth, our purpose is now being refreshed around a passion to help businesses and brands, of all sectors, sizes and shapes, win through service excellence.
Opptiv is a growth consultancy dedicated to helping businesses and brands win through customer experience and service excellence.
We are committed to helping our clients become best-in-class. To that end, we start with 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.