Mark Robb

City: Norfolk, United Kingdom

Current Positions: Speaker and Trainer at Positive Reframe

What will his lecture be about?

"Creating a Culture for Service Excellence"

Part A: Leadership & Service Culture

  • Success Model Thinking … The Service Profit Chain
  • Modern Leadership and the Upside-Down Pyramid
  • Empowerment without Anarchy
  • Critical Nature of Staff Engagement and Value Add in a Business
  • Creating the Conditions for Success
  • 12 Elements of Creating a High Engagement Culture

Part B: Customer Focused … Meeting and Beating Expectations

  • Why service matters… The Research
  • Negative Value to WOW
  • The value of customer loyalty
  • Customer Segmentation
  • ‘Moodagrams’ & Brand Signatures
  • The Service Recovery Model … Tragic moments into magic moments.

Who is Mark Robb?

Specialising in increasing human & organisational performance, Mark works around the world delivering talks & programmes for some of the world’s largest organisations. His no-nonsense practical and commercially focused approach provides leaders with a range of tools, tips and techniques on how to lead motivate and engage their teams.

The session will be an engaging blend of demonstrations, stories, cutting edge research, case study presentations and practical hands-on application for the group. You will leave with a wealth of new tools and ideas you can apply immediately to your business.

Mark has won Vistage Speaker of the Year for the last three years and has won ‘Outperformer’ for the last nine years running.

Clients include: Coca Cola, Specsavers, Clarks, Sony, Costa Coffee, Twinings, Marks & Spencer, Atradius, Halfords, Holland America, P&O Cruises, Phase Eight, Hewlett Packard, Straumann, Whitbread, Seabourn, Marriott Hotels, White Stuff, Vistage, Lintbells, Cosmos, Birketts, SES Water, HCA Healthcare.