Mar 10, 2019 | Articles
Profitability and growth are inextricably tied to a company’s ability to create value for customers. In a young company the founder is often the focal point for internal cohesion and the cheerleader for customers. As organisations become more complex, departmental...
Jul 17, 2018 | Articles
The Great Service Debate – Don’t Empower, Trust EP in partnership with Penshee have hosted a series of round tables at the Goring London with hospitality industry leaders to explore how different organisations achieve exceptional service and customer...
Mar 8, 2018 | Articles
First published in EP Perspectives Magazine (www.epinsights.co.uk) CLICK TO DOWNLOAD MAGAZINE ARTICLE PDF: Hospitality-by-Design_0716 Aligning every inch of the hotel to a customer excellence strategy For decades we’ve seen that the highest performing...
Mar 5, 2018 | Articles
CLICK TO DOWNLOAD PDF: Porcine Cosmetics_0318 Even if it’s Chanel or Dior applied with expert skill, no amount of lipstick is going to conceal that a pig is a pig. Marketing is still trying to reverse its steady slide into the “colouring-in department” and disprove...
Mar 5, 2018 | Articles
CLICK TO DOWNLOAD PDF: Purpose_0318 Business most importantly is about listening, not just talking. I hurried across Westminster Bridge from presenting on brand purpose, and my role was reversed as the audience member of an event at the Royal Society of Arts to...
Mar 5, 2018 | Articles
CLICK TO DOWNLOAD PDF: Virgin_Trains_0318 I have just spoken about service recovery at Henley Business School, using proven operational insights from the hospitality sector, including the Walt Disney Company. One of my central messages was that great service recovery...
