Fresh Thinking

I feel privileged to work with service sector organisations, internationally and in the UK, helping to deliver inspiring service for competitive advantage – projects have delivered measurable business impact across a balanced scorecard, gaining recognition with industry awards. I am also a published author and speaker.
With more than 20 years senior leadership experience in demanding customer service based businesses, I have a track record of success in devising holistic SERVICEBRAND strategies and then using deep operational experience to turn the creative thinking into sustainable, practical reality.

I have applied this approach as a business coach/consultant operator and an employed Board director, in operational and functional support roles and for global blue chip organisations as well as smaller entrepreneurial companies and in the public sector. In the last couple of years, I have been asked to do more speaking and writing (THE 31 PRACTICES book and several journal publications) covering a range of topics such as culture/values, customer experience, leadership, employee engagement, brand identity, change etc.

“Vision, challenge and strategy allowing individuals to stretch their potential. An inspirational leader.”
Sheila McCann
General Manager
Chiva-Som Health Resort
Thailand

I enjoyed roles with Marriott (Hanbury Manor above), Whitbread, Compass/RBS and InterContinental Hotels before founding SERVICEBRAND GLOBAL in 2005, when an early project with Barclays Capital turned into a two year full time global role!

I am at my best when given the opportunity to push the boundaries to inspire groups of people across functions and hierarchy to be proud of their role in delivering remarkable customer experience. I thrive on leading the transformation of service, culture and behaviour through aligning sense of purpose and values.

I graduated in Hotel & Catering Administration at Surrey University (since returning as a visiting lecturer), was a global train the trainer for the Marriott International Spirit to Serve programme and attended the Whitbread Leadership Course at London Business School. I am a Fellow of the Institute of Hospitality, a Board member of the British Quality Foundation, a Steering Group member of UK Values Alliance, a past President of the Meetings Industry Association, a Faculty member of Culture University and Founder of the newly forming Global Values Alliance.

Outside of work, we have a family of four children and it is great to see them grow into wonderful people. I enjoy sport generally and play football, tennis and table tennis. This is balanced by a love of food and good wine! Deep inside somewhere is a glimmer of creativity and I enjoy photography – some of these are on the blog section.