The Leading Speakers Bureau

A Leading Expert on Customer Experience

Shaun has been a catalyst in expanding management focus from the tactical issues of customer service to the wider of customer experience. Shaun now runs his own customer experience consultancy, Smith+co, which is firmly rooted in the ‘keep it simple’ ethos. Over the last 25 years, Shaun has built up a wealth of practical experience with organisations throughout Europe, Asia Pacific and the US, working with senior executive teams on key issues such as brand strategy and implementation, leadership, customer experience and organisational alignment.

“Shaun is one of the world’s most recognised experts on Customer Experience”

[expand title=”In detail”] Shaun began his career in the airline industry, where he became Head of Customer Service, Sales and Marketing Training worldwide for British Airways’ highly acclaimed ‘Putting People First’ service and culture change programme. During this time he launched a British Airways subsidiary company offering training services to the travel trade. Shaun has appeared on the Ask the Expert programme on CNBC and was also recently voted one of the top business speakers in the UK.[/expand]

[expand title=”What he offers you”]Shaun has consulted leading international companies developing strategies for their change to a customer focus culture, building the internal capability to sustain the change and management change.[/expand]

[expand title=”How he presents”]Shaun is an inspirational speaker, he doesn’t talk paradigms, complex methodologies or seven magic bullets; instead his approach is refreshingly straightforward, always pragmatic and at times, controversial. [/expand]

What our clients are saying

“We are still talking about Shaun’s session. He was excellent with exceptionally relevant examples. He constantly maintained interest-International Manufacturers ”

Watch a video presentation of Shaun Smith

Topics

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

Publications

2011
Bold: How to Be Brave in Business and Win (with Andy Milligan)

2008
See, Feel, Think, Do

2006
See Feel Think Do – The Power of Instinct in Business’

2002
Uncommon Practice

2002
Managing the Customer Experience

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