Radio Show #628 – Ensuring Your Team Feels Complicit in Delivering Customer Outcomes

Guest: Peter Cross: Author of ‘Start with the Customer’

Peter Cross is a leading authority on serving customers in a changing world. Renowned as a champion and unflinching campaigner for world class customer service, his belief in the value of service, both to business, the customer and our broader society has fuelled a lifetime’s work, raising service standards across multiple sectors and building a deeper awareness of its transformational commercial power.

After lengthy stints in the luxury and retail sectors, Peter joined forces with Mary Portas to build one of London’s foremost customer marketing and insight agencies. He then spent eight years in charge of customer experience at the John Lewis Partnership.

Today, Peter is a consultant, international speaker and one of the world’s foremost authorities on customer behaviour, advising on the art of customer service and employee engagement. He is Vice President at the Institute of Customer Service, an ambassador for the Retail Trust and Pride Wide and Leader in Residence at the University of Leeds. Peter’s first book, ‘Start with the Customer’ was published by Pearson. An instant bestseller, the book was referred to by the Grocer magazine as the “essential text on customer experience”.

Join us as we discuss employee empowerment and engagement .

Host: TBC