Shaun Smith is a Customer Care Expert, Author and Customer Experience Speaker.
Shaun has been a key catalyst in expanding management focus from the tactical issues of customer service to the much wider and strategic issue of customer experience for over a decade.
He has developed some of the latest thinking and practice around this subject, helping organisations worldwide to create a compelling customer experience that achieves brand differentiation and long-term customer loyalty.
Shaun is co-author of three critically acclaimed business books.
- Uncommon Practice – examines those companies that create exceptional customer experiences.
- Managing the Customer Experience – reveals how leaders can build this kind of competitive advantage for their own organisations.
- See, Feel, Think, Do – explores how highly successful business leaders and entrepreneurs use the power of instinct to achieve results.
Shaun is also contributing author to The Economist’s Brands and Branding and author of the Organisational Alignment Survey (OAS™) and the Customer Experience Management+™ survey (CEM+™) – research tools that enable organisations to evaluate and improve their customer experience and align their people with company values and strategy.
Shaun Smith began his career working with British Airways. He became Head of Customer Service, Sales and Marketing Training worldwide for BA. He was one of four senior managers on the Steering Group that managed the highly regarded ‘Putting People First’ initiative.
He later moved to Hong Kong as Managing Director of Cathay Performa Consulting where he led a team consulting with major organisations throughout Asia in the area of service strategy.
Shaun was then asked by Sir Charles Mackay, Chairman of Inchcape Group to become Group Advisor working with over 30 business units covering marketing services, retailing, shipping services and motor distribution to help them move from competing on price and product to competing on customer service.
He returned to the UK in the late 1990s as Senior Vice President of the Forum Corporation, a leading provider of workplace learning where he was instrumental in developing Forum’s consulting practice in the area of customer experience.
Shaun now runs his own customer experience consultancy, which is firmly rooted in the ‘keep it simple’ ethos. He doesn’t talk paradigms, complex methodologies or seven magic bullets; instead, his approach is refreshingly straightforward, always pragmatic and at times, controversial.
Shaun Smith has featured a number of times on the ‘Ask the Expert’ programme on CNBC and is sought after to speak internationally on key business issues such as Brand Leadership and differentiation; The Alignment of Marketing, Customer Service and HR to create customer-focused change; Motivating and Training Employees to Deliver the Brand.
Shaun Smith Customer Experience Speeches include:
Uncommon Practice – Differentiating your Brand: What are the ‘Uncommon Practices’ demonstrated by great brands? What is it that they do differently from less successful organisations? Learn the secrets of Virgin, Carphone Warehouse, Harley-Davidson, The Banyan Tree, Amazon.com and many others.
This presentation is based on Shaun’s book ‘Uncommon Practice – People who deliver a great brand experience’.
See, Feel, Think, Do – The Power of Instinct in Business: How do entrepreneurs and leaders of highly successful companies use the power of instinct to develop new opportunities and avoid downturns? This presentation explores the methods used by Tim Waterstone, Richard Branson, Jeff Bezos, Gordon Ramsay, Steve Jobs, Charles Dunstone and many others.
This presentation is based on Shaun’s book ‘See, Feel, Think, Do – the power of instinct in business’.
Managing your Customer Experience – Turning Your Customers into Advocates: Customer service is in crisis – not because it’s bad, but because it’s undifferentiated. How do you create customer experiences that define your brand? How do you create a level of customer satisfaction that is so strong that customers become your best advocates? How do you avoid becoming one of the 55% of companies that drive customers away through their CRM systems?
This highly practical workshop is based on Shaun’s book ‘Managing the Customer Experience – Turning customers into advocates’
Living the Brand – The Move Towards Holistic Marketing: Many people are talking about ‘living the brand’; few know how to do it. How do you turn brand promises and values into brand behaviours? What are the ten most common ways to screw up your brand – and how do you avoid them? How do Marketing, Operations and HR need to work together to truly deliver the brand?
Aligning your Organisation – Harnessing the Power of your People: Implementing a strategy is much harder than creating it. Many organisations merge with others or consolidate their brands; some are successful in achieving cost-efficiencies, very few are successful in aligning their people or creating shareholder value. What are the key ingredients in doing so? How do you energise the people in your organisation to deliver the potential value in your company?