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Strategic Management Forum Interview

In an interview by Paul Barnett from the Strategic Management Forum we explain how organisations can achieve world-class customer experiences and enduring success by intentionally giving people the autonomy to create real value for their customers. CLICK HERE TO VIEW...

The Great Service Debate – Don’t Empower, Trust

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...

Hospitality by Design

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...

Are we at Risk of Simply Putting Lipstick on a Pig?

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...

Why Start with Purpose?

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...

How did Virgin Trains Treat a Vulnerable Person?

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...