We listen before we speak. We learn about your business, your objectives, your audience. We then work with you to define the message and content that will deliver the greatest impact.
Hugely impactful in increasing the effectiveness and network of our customer leaders
Matt Jowlett, Leadership Strategy & Capability, RBSREAD FULL
“We worked with Shaun throughout 2014 on a series of Customer Experience Forums, which have been hugely impactful in increasing the effectiveness and network of our customer leaders. As well as expertly delivered keynotes, Shaun’s session design and facilitation was successful at bridging the differences and uncovering the similarities between the 100+ cross- sector participants attending each Forum.
Shaun’s deep expertise and up-to-the-minute insights meant the content was always compelling. Shaun’s extensive network, the ease with which he worked with our other speakers, and his commitment to the series ensured that every Forum was a success and that every learning and networking opportunity was maximised.”
Matt Jowlett, Leadership Strategy & Capability, RBS
Thought-provoking and extremely helpful
Jane Longhurst, Chief Executive, Meeting Industry AssociationREAD FULL
Thought provoking and from my perspective extremely helpful; it has already changed my thinking about a MIA Council agenda that I have been planning. The feedback on your presentation, both at the event and still coming in, has been exceptional.
Jane Longhurst, Chief Executive, Meeting Industry Association
Thank you for your fabulous session at Oxford. Great insights and thought-provoking. Your session perfectly complemented the week!”
Chris Good, CEO, Estee Lauder
The perfect stimulus for some really beneficial discussion and debate... Helped drive a new way of thinking about how we interact with our clients.
Louise Clements, Director, Internal Communications & Online, London Stock ExchangeREAD FULL
“It was a real pleasure to meet you and listen to your impactful and insightful presentation on Customer Excellence. Your well chosen case-studies and thought-provoking insights gave the team the perfect stimulus for some really beneficial discussion and debate. I’ve had very positive feedback from the team on your presentation and workshop; your contributions have certainly helped to drive a new way of thinking about how we interact with our clients.
You clearly spent a lot of time getting to know our business and markets, in preparation for your presentation, and your time is very much appreciated.”
Louise Clements, Director, Internal Communications & Online, London Stock Exchange
Gave all our team a great kick start to get out there and make a difference
Adrian Lee, Operations and Human Resources Director, Big Yellow Self StorageREAD FULL
“Shaun joined us for our annual conference where we were re-launching our values for all our customer-facing staff. Shaun skilfully wove his presentation around the theme of the day, enhancing many of the messages we were giving with his own experience of working with other successful key brands.
Shaun’s session on the day helped to pull together our values and sales strategy and gave all of our team a great kick start to get out there and make a difference!”
Adrian Lee, Operations and Human Resources Director, Big Yellow Self Storage
Thought-provoking insights, made all the more powerful because he made them relevant to us
Sandra Ling, Transformation Manager, BP European Fleet ServicesREAD FULL
“Shaun made a real difference to our conference in Cologne and the discussions we were able to have there. His insights were very thought-provoking and all the more powerful because of the time and trouble he took to make them relevant to us and to our business. It was impressive to see the effort he invested in getting to know us in order to ensure that his messages landed appropriately.
His commitment is much appreciated. We are on a journey of discovery and he helped us on our way.”
Sandra Ling, Transformation Manager, BP European Fleet Services
Drove us to a new level of thinking and passion about how we see our customers
Carole Edmond, Managing Director, Bright Horizons Family SolutionsREAD FULL
“Shaun worked with us to deliver a clear message that provided a fresh and compelling external view whilst linking it to our market and our challenges. His thought provoking approach and interaction with our managers during his speech was impactful.
It has driven a new level of thinking and passion about how we see our customers and how we will work to deepen the emotional connection with our brand.”
Carole Edmond, Managing Director, Bright Horizons Family Solutions
His engaging performance and great examples brought our forum to a fitting climax
Jonathon Thornton, Director Corporate Affairs, Rexam PLCREAD FULL
“I would like to thank Shaun for helping make this year’s programme such a success. His engaging performance style and great examples brought our event to a fitting climax. Our aim is to build strong and lasting relationships with our business friends.
Shaun’s whole-hearted participation throughout the event was a key ingredient in helping us achieve this.”
Jonathon Thornton, Director Corporate Affairs, Rexam PLC
Right on target; engaging and thought-provoking for our customers
Stuart Potchinsky, Chief Marketing Officer, VidusREAD FULL
“Shaun invested time to understand the context of the talk and the themes we wished him to reinforce. He delivered a speech that was right on-target. It further built on the events of the day and was engaging and thought-provoking for our customers.
As a result we received very positive feedback from everyone involved.”
Stuart Potchinsky, Chief Marketing Officer, Vidus
Extremely value-adding. Overall conference feedback has been overwhelming
Hugo Koppelaars, Commercial Director - Global Account Management, TNTREAD FULL
“Shaun’s contribution to our conference was fantastic. Everyone thoroughly enjoyed his sessions and found them extremely value-adding. The overall conference feedback has been overwhelming, both from delegates and senior management. Shaun’s effort to tailor his sessions in line with our overall conference objectives and agenda was greatly appreciated. I am someone with high expectations but Shaun definitely exceeded them.
The delegates awarded Shaun’s presentation the highest score of any external speaker. He not only met my expectations, but also the expectations of my customers, which is what really counts. I would therefore like to thank him again for his contribution to our successful conference.”
Hugo Koppelaars, Commercial Director - Global Account Management, TNT
An outstanding job of informing, educating and entertaining
Tim Webster, Managing Director, Bodylife UK LtdREAD FULL
“Shaun did an outstanding job of informing, educating and entertaining senior leisure directors at the Leadings in Leisure event. So much so, that we invited him back to present for the third year running.”
Tim Webster, Managing Director, Bodylife UK Ltd
Stretches anyone to go that extra yard. Insights hit home with full impact
Gordon Lefevre, General Manager, Personal Financial Services, National Australia BankREAD FULL
“Shaun is a master at storytelling and does it in a way which stretches anyone in the service and sales arena to go that extra yard. His insights are well researched and relevant to the audience - they hit home with full impact.”
Gordon Lefevre, General Manager, Personal Financial Services, National Australia Bank
A terrific presentation to our customers. He made them think
Karen Grabow, SVP Business Development Services, Government Relationships, Land O’LakesREAD FULL
“Many thanks for Shaun’s terrific presentation to our customers; he made them think. He was a huge hit and such a great climax to our event. Great job!”
Karen Grabow, SVP Business Development Services, Government Relationships, Land O’Lakes
New insights on brand differentiation and the customer experience
Susan Forrest, Director of Customer Experience Management, Pitney Bowes IncREAD FULL
“I found the event enlightening and I took away new insights on achieving brand differentiation and enhancing the customer experience. This is well worth the one-hour investment.”
Susan Forrest, Director of Customer Experience Management, Pitney Bowes Inc
A great webinar that forces you to think. Worth every minute
Shari Jarackas, Manager - Training Development & Quality Coaching, DaimlerChryslerREAD FULL
“This was a great webinar that forces you to think. Shaun’s premise that too many of us ‘manage by numbers’ instead of ‘leading from the gut’ is supported by intriguing stories and case studies. Worth every minute.”
Shari Jarackas, Manager - Training Development & Quality Coaching, DaimlerChrysler
So effective, we signed him up for further thought-leadership events
Lorena Baker Harris, Senior Director, Corporate Marketing, ConvergysREAD FULL
“We engaged Shaun to present at our Annual Executive Forum, and he was so effective that we signed him as a spokesperson for several thought leadership webinars and client breakfasts.
Lorena Baker Harris, Senior Director, Corporate Marketing, Convergys
Provided a clear and challenging picture of where we stand in the marketplace
Philip Orbell, Corporate Communications Manager, Nationwide Building SocietyREAD FULL
“Shaun got our Leadership Conference off to a great start with an insightful and thought provoking look at how businesses can succeed by putting the customer experience at the forefront of their strategies. By backing up his assertions with first hand experience and real customer feedback, he provided a clear and challenging picture of where we stand in the marketplace.
Shaun was a pleasure to work with throughout - the consummate professional.”
Philip Orbell, Corporate Communications Manager, Nationwide Building Society
Engaged the audience and explained the principles of customer excellence in a way they could understand and act upon
Andrew Friars, Managing Partner, PwC Consulting Central EuropeREAD FULL
“We arranged for Shaun to present to the top 500 of one of our major clients in Poland on Customer Excellence. He was absolutely fantastic. He was able to engage the audience and explain the principles of Customer Excellence in a way that they could understand and act upon. The energy was high, there was lots of laughing and the points were made and driven home.
We liked his presentation so much that we asked him to speak at the Management conference for PwC in Poland.He delivered a completely different presentation, tailored to our circumstances and managed to wow the audience again. What can I say - I am impressed!”
Andrew Friars, Managing Partner, PwC Consulting Central Europe
The first speaker to receive a standing ovation at the end of his workshop
Katarzyna Lasak, Director Firma, PERSONALITIESREAD FULL
“I have been bringing top international speakers to Poland for the past ten years and Shaun is the first speaker in my experience to have received a standing ovation at the end of his one-day workshop.”
Katarzyna Lasak, Director Firma, PERSONALITIES
Never before have we had a speaker whose rating has gone off the end of the grid
Michael Barrett, Conference & Research Manager, TFWAREAD FULL
“The audience reaction was overwhelming. I think the greatest testimony to your presentation is in the scorecard: never before have we had a speaker whose rating has consistently gone off the end of the grid!
We’ll definitely be looking at bringing you in for another event.”
Michael Barrett, Conference & Research Manager, TFWA
New insight on enabling people to differentiate the experience
Russell Reynolds, Manager, North American Customer Support Center, XeroxREAD FULL
“You don’t want to miss this thought-provocative event. Shaun Smith offers new insight on how we should look at all the possibilities for making our contact centres a value-add, with a greater focus on the customer, and enabling or representatives to differentiate the experience and protect the brand.
Our aim is to build strong and lasting relationships with our business friends and Shaun’s whole-hearted participation throughout the event was a key ingredient in helping us achieve this.”
Russell Reynolds, Manager, North American Customer Support Center, Xerox
Will help to get buy-in from our senior managers and staff
Alison Withrington, Group Head of Communications, The Hyde GroupREAD FULL
“Shaun’s message was spot on. Getting staff to own and live the brand, and creating a ‘brand community’ is something I have been encouraging; it was reassuring to hear Shaun deliver the same message and will help to get buy-in from our senior managers and staff.
The majority of our delegates rated Shaun’s session as the aspect of the day which was most interesting and useful to them at work.”
Alison Withrington, Group Head of Communications, The Hyde Group
A stimulus for very interesting discussions amongst our top executives
Judith Eberl, Coordinator International Programs, Generali Group Innovation AcademyREAD FULL
“Our forum in Budapest was a great success and I wanted to thank you very, very much for your brilliant presentation that gave the stimulus for very interesting discussions amongst our top executives.”
Judith Eberl, Coordinator International Programs, Generali Group Innovation Academy
New insights on achieving brand differentiation and loyalty
Carmen Lam, Vice President, Sales & Marketing, Asia Pacific, Intercontinental Hotels GroupREAD FULL
“Our delegates were riveted by what Shaun had to say and I am sure that they will take away with them many new insights on achieving brand differentiation and customer loyalty through the customer experience.
I would like to thank Shaun for contributing to our conference’s success.”
Carmen Lam, Vice President, Sales & Marketing, Asia Pacific, Intercontinental Hotels Group
An inspirational speaker with a wealth of practical experience
Iryna Shadeyko, External Relations Specialist, Mark Tapley conferencesREAD FULL
“Shaun is a real expert in his industry. This aligns with our vision, since we only invite business experts, not ‘gurus’. Working with Shaun was a real pleasure. Not only is he a brilliant inspirational speaker with a wealth of practical experience, but also a very cooperative partner who listens to the needs of the client.
His speech was informative and inspiring and engaged the whole audience in discussion, making the session highly interactive.”
Iryna Shadeyko, External Relations Specialist, Mark Tapley conferences
Brought our plans to life in such a way he kept the audience engaged. Really made me think
Tim Yates, Chief Marketing Officer, Vodafone UKREAD FULL
“Shaun worked with us to effectively integrate corporate best practice from major brands with our strategy, bringing our plans to life in such a way that he kept the audience engaged and reinforced key messages.
Audience feedback was excellent; clear, passionate, fantastic. It really made me think.”
Tim Yates, Chief Marketing Officer, Vodafone UK
What can I say but a huge thank you! The audience loved Linda and found her presentation truly inspiring and very moving. One delegate said said he was nearly in tears, he was so proud to be British!
Anne Spaven, Relocation Agent Network
Struck a chord with so many people. Really relevant for our team
Lucy Scrannage, Internal Communication Business Partner & Heart of Experian Ambassador, ExperianREAD FULL
Linda delivered such a superb session and I know it struck a chord with so many people in the room. She made so many links between our business and her experience it was really relevant for our team
Lucy Scrannage, Internal Communication Business Partner & Heart of Experian Ambassador, Experian
Thanks Linda. Feedback from the staff has been very positive. You told an engaging story with great illustration.
Hector Dewar, COO, Ministry of Sound Group
Great to have a speaker who has done a real job
Conference delegate, VW Commercial VehiclesREAD FULL
I thought that the guest speaker, Linda Moir, was excellent. I was very impressed and motivated by the results that she had achieved. Great to have a speaker who has done a real job!
Conference delegate, VW Commercial Vehicles
Resonated hugely and will enter the bloodstream here
Jon Harding, COO, UK Trade & InvestmentREAD FULL
Thank you to Linda for her fabulous sessions at our Leadership Conference last week. Just outstanding and we’re getting terrific feedback. ‘Brilliant Basics Magic Touches’ resonated hugely and will enter the bloodstream here thanks to her!
Jon Harding, COO, UK Trade & Investment
Linda’s session really helped us to focus on what we need to do to implement brilliant customer service. The team enjoyed the session and found it inspiring.
Tina Oakley, HR Director, Gatwick Airport
I would like to take this opportunity to pass on our huge thanks for a truly fantastic and inspirational presentation from Linda, it really was very powerful and extremely well received by our staff.
Leanne Massingham, Town & Country Housing
We had great feedback from our dealers, saying it was the best conference they have ever attended. They found Linda’s session inspiring.
Nicola Davies, Experiential Marketing Manager, Land Rover
Thanks once again to Linda for an outstanding presentation that several people have mentioned to me as the highlight of the conference
Steve Doswell, The Institute of Internal Communication
Thank you Linda for speaking at our business breakfast. We got some of the best feedback scores ever. Our delegates found your session inspiring
Helen Rosethorn, CEO, Bernard Hodes
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We can arrange a telephone call to suit you or if you’re in London, we’d be happy to meet up.
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