Former Director of British Airways & Leading Authority on Change Management, Customer Relationship and Talent Management

Larry Hochman is one of Europe's best known and most sought after speakers on CHANGE. He is a globally recognised expert on the future trends of customer service, values, people, and culture.

Larry spent 10 years as a Director of British Airways and the loyalty management company, Air Miles.  His roles included Director of Customer Service and Director of People and Culture.  Since 1998, he has been running his own speaking and consulting business. as well as personal mentor to CEO's of several blue chip organisations.

He uses his vast insights to help companies develop a competitive advantage by focusing attention on the needs of their customers.  Larry’s
ability to spot future trends has turned his theories into tangible business
successes around the globe.

After managing the BA terminal at JFK for three years, Larry returned to London in 1991 and initiated and led a training programme, “Winning for Customers”, which was implemented company-wide and attended by over 50,000 BA employees.  At Air Miles he went on to create a phenomenal commercial success with an annual turnover in excess of £150m and over 1200 members of staff.

Since leaving Air Miles Larry has become one of Europe’s best known speakers, applying his expertise to the growing needs of both customers and employees.  Through his presentations he helps business leaders to “think outside the box” about the ways in which their markets will develop and to adapt their strategies to meet the challenges of the new economy.

According to Larry: “The relevant issue today and in the future is not the gathering of information (anybody can do that), but the effective use of the information to build relationships that matter”.  He backs up his philosophy of focusing on customers needs with practical and actionable solutions.

Larry has developed invaluable experience in promoting values of quality and excellence throughout a large organisation.

He believes that service excellence will become a given and not a strategic advantage in the future and that the goal for successful organisations will be "Empowering customers and empowering staff".

Larry is an articulate and charismatic speaker and is globally recognised as a leading authority on future trends of customer service.  His presentations are inspirational, lively and highly motivating.

Short client list

American Express, BBC, BT, Canon, Caterpillar, Coca-Cola, Daimler-Chrysler, Hewlett-Packard, HSBC, IBM, Merril-Lynch, Microsoft, Motorola, Nestle, Nokia, Royal Dutch/Shell, SAP, Serono, Siemens, Tesco, TNT, Toyota to name just a few.

Topics

"CREATING VALUE IN THE POST-RECESSION ERA",
"NOW IS THE TIME FOR COURAGEOUS LEADERSHIP",
"RETAINING CUSTOMERS IN AN ECONOMIC CRISIS,"
"THE WAR FOR TALENT and THE FUTURE OF HR"
"BUILDING CUSTOMER RELATIONSHIPS to last a lifetime"
"GLOBAL LEADERSHIP in times of radical change"
"THE WAR FOR TALENT and THE FUTURE OF HR"
"CUSTOMER COLLABORATION - the only sustainable edge"

Most popular speech topics of 2011

BRAND VALUE IN THE WORD-OF-MOUTH ECONOMY,
TRANSFORMATIONAL LEADERSHIP FOR THE DIGITAL AGE,
THE WAR FOR TALENT AND THE FUTURE OF HR,
COLLABORATIVE RELATIONSHIPS - THE FUTURE OF CONSUMER LOYALTY

Testimonials

Chief Executive, Siemens: Your startling appraisal of the way business is likely to change in the next few years was sobering and thought provoking. This is exactly what is needed to help our business managers 'think outside the box' about ways in which their own markets may change and how they can adapt themselves to exploit the opportunities that presents. At the same time your messages in so many different ways fit well with the overall 'Think Customer' theme for this year's Forum.

Jeppesen: What was best was Larry's ability to customize his remarks to our specific circumstances and the way he made it sound so natural. He met our expectations in every way. It was a 'home run' for us.

Reed Exhibitions: Energetic, challenging and strong message, well tailored to our audience. Larry delivered exactly was he was briefed to dleiver and had an excellent impact on our conference.

TNT: Larry exceeded our expectations, there was an absolute alignment to what we wanted in the content and the delivery.

BT Wholesale Markets: Professional, interesting, held the audience and exceeded our expectations!

CEO & President, Telindus Group: Your presentation at the 28th Telindus Symposium was a very big success and well received indeed...our audience loved it!

Head of the Business Unit, Conoco: This is just a short note to thank you both personally and on behalf of all the conference attendees for your presentation yesterday.From the tenor of comments and feedback received subsequently you certainly provided much food for thought- and, hopefully, the

Harvard PR: Excellent - great speaker, great thoughts

Book Larry Hochman, as a speaker now

To book Larry Hochman, or any of our other speakers for your event, or to discuss your requirements further with one of our consultants, contact us via the web, or call +44 (0) 1628 636 600.

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