Creating addictive customer experiences.
Building high-performing, deeply engaged cultures.
Transforming leadership.
Creating addictive customer experiences.
Building high-performing, deeply engaged cultures.
Transforming leadership.
Our clients engage us to design and deploy solutions that create cultures of customer-centricity, build Standards of Excellence, launch Signature Experience Journeys & custom "Wow" Playbooks - that together drive customer loyalty and create raving fans of their brand.
“Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” – Sir Richard Branson.
An employee-first culture drives pride, purpose, and passion resulting in an engaged and empowered workforce.
Our clients leverage our award-winning expertise to benchmark, align and unify their leadership capabilities through our Leadership Transformation;
Leadership Assessment and Recommendations; Standards of Excellence; and Signature Experience Design.
Our keynotes focus on actionable insights and inspiring thought-leadership designed to engage and captivate your audience. We specialize in educational, high-energy presentations that deliver implementable best-practices, ideas, and proactive strategies.
A rare opportunity to attend a learning journey of three two-hour sessions, led by the award-winning customer experience expert and futurist, Antonia Hock.
Join us for a series that will revolutionize the way that you deliver service and customer experience in your organization. These universal courses are designed for practitioners at every level, and businesses across all industries.
Organizations of any size will leave with the skills to deliver experiences that will Wow customers, fans, patients, members, and clients - no matter the geography, industry, or focus.
Seats are limited, so join us for a very special experience that will turbo-charge your New Year!
Wednesday, January 24, 2024; 1pm-3pm EST; 10am-12pm PST
Let us take you through the foundation for creating 5-star service!
During this session we will cover the non-negotiables of premium service, the core principles that every team needs to execute, and the fundamentals of delivering superior service through every customer channel.
This session will include exercises that bring these principles to life and give students the opportunity to practice their new service skills.
Price: $199 USD per seat
Wednesday, January 31, 2024; 1pm-3pm EST; 10am-12pm PST
Antonia will take our students through the science and art of Wow utilizing real-world examples that will underscore the theory and bring it to life.
We will cover the 11-element model for Wow moments that underpin a Wow-audit and allow each of us to score the “Wow factor” from each moment.
We will also cover the economics of Wow moments - highlighting the ROI and the value of implementing Wow frameworks that deliver customer loyalty, repeat purchasing, and higher revenue per customer.
Every student will leave understanding the fundamentals of what create Wow moments.
Price: $199 USD per seat
Wednesday, February 7, 2024; 1pm-3pm EST; 10am-12pm PST
We will round out our educational journey by learning how to implement Wow-moments at scale. This course will teach students how to identify Wow moments and then how to execute these moments in daily engagement with customers.
We cover the 10 ways to uncover a Wow moment, and then we step through the execution opportunities. We also define and cover the 4 different types of Wow moments and take students through the execution framework for each type.
Price: $199 USD per seat
She will be delivering one of her signature keynotes on "Forecasting the Future of Luxury" at the exclusive Elevate Conference / The Art of High-Rise Living, December 4 - 6 in Miami Beach.
The link to the conference speakers, agenda, registration, and logistics is elevate.livabl.com. We hope to see you there!
Service Excellence is a foundation of all great brands, and companies that practice it enjoy advantages in their market by enhancing their customer engagement, exceeding the service provided by competitors, and relentlessly focusing on Wow moments big & small.
Our new One-Day Onsite Workshop focuses on creating that internal Culture of Excellence required to consistently deliver great service and memorable Wows to every customer, every time.
Our firm has authored extensive thought leadership. We welcome you to explore our library of highly-acclaimed articles from publications including Forbes, Wall Street Journal, Reuters, Business Insider, Fast Company, and Entrepreneur.
The skills required to be a great leader have changed dramatically over the past half-decade. Our latest Leadership Whitepaper outlines 13 Playbook Essentials for helping business leaders at all levels close the gap and succeed in today's modern world.
Our curated thought leadership including white papers, implementation strategies, case studies, and special invite-only webcasts are only available to our newsletter subscribers. We also offer exclusive programs and special offers to our newsletter community.
Antonia covers our firm's favorite topics: Brand Transformation; Business Innovation; Employee Experience; Customer Experience; Service Experience; and Leadership - as well as her unique take on the world and lessons from outside the corporate arena, in her blog.