'Customers in Control Forever' with Larry Hochman at the London Business Forum

Watching Larry Hochman talk about business is like watching a strong presidential candidate give a stump speech. He growls in the way that only East-Coast Americans can. He shouts, he implores, he strides around the stage with vigour. But above all he conveys absolute certitude, with his chin raised and his chest puffed out continuously. By the time he's finished, you're left in no doubt about his views, or about his credentials as a former senior executive; a leadership mentor; and a well-travelled speaker.

Walking on stage to address the London Business Forum, Hochman looked a traditional company-man - white shirt, gold tie, grey hair. Yet within a few minutes he was warning the audience never to appoint a "director of customer services," the very position he once held at Air Miles, the customer loyalty firm. If this role exists at your organisation, he suggested, then "you are 10 years behind where you should be. Customer service doesn't sit in a department. It is every single person's responsibility in the organisation, isn't it?"...

Find out more about this event at http://www.londonbusinessforum.com/events/customers_in_control_forever_2

Category:

Education

Tags:

• Larry Hochman
• Business
• Customer Service
• customer experience
• london business forum
• london
• LBF
• marketing
• the relationship revolution

[Italytravelnotes]

Larry Hochman is grand and inpirational as always. Probably one of the best speakers I have ever seen.