Larry Hochman is a leading global customer relationship expert who spent 10 years in senior management roles with British Airways and the loyalty management company, Air Miles, in both New York and London.
His roles included Director of Customer Service and separately, Director of People and Culture – Larry being the first person in Britain to hold this title. He has rolled out industry-leading culture change initiatives including British Airways' 'Winning for Customers' programme. This was delivered to 55,000 employees around the world and was considered the benchmark for culture change programmes in Europe.
In a world where ‘smart machines’ are playing a larger role in everyone’s life, and customers are having fewer personal interactions with people representing your brand, they are valuing each and every one of those interactions more than ever before. Every touch-point with a customer matters, but human touch-points are suddenly more significant and more telling.
If unique value is derived from the relationships you have with your very best customers, remember those relationships are a ‘human thing’. They are about people: You, your colleagues, your expertise, your enterprise, your care, your kindness, your empathy.
The Customer Experience; on-line, off-line, in-store, offshore, on the phone et al simply matters more than ever before. In the not-so-new social world, customers increasingly do your marketing for you and their power to either reward or punish you could determine the success or failure of your enterprise in ways you have not yet imagined.
The Customer Experience is today therefore not only a top priority, it may be your only priority.
Since 1998, Larry Hochman has been running his own speaking, mentoring, and consulting business. He is a globally recognised expert on customer experience, customer relationships, customer loyalty, customer service, corporate culture, change management, leadership and the future of HR.
His best-selling book, The Relationship Revolution, focuses on customer loyalty and how best to add value to customer relationships in the digital age.
Originally from the USA, Larry Hochman has lived in Europe for the past 30 years and divides his time between London and Venice.