Larry Hochman: Customers in Control
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Watching Larry Hochman talk about business is like watching a strong presidential candidate give a stump speech. He growls in the way that only East-Coast Americans can. He shouts, he implores, he strides around the stage with vigour. But above all, he conveys absolute certitude, with his chin raised and his chest puffed out continuously. By the time he's finished, you're left in no doubt about his views, or about his credentials as a former senior executive; a leadership mentor; and a well-traveled speaker. Walking on stage to address the London Business Forum, Hochman looked a traditional company-man - white shirt, gold tie, grey hair. Yet within a few minutes, he was warning the audience never to appoint a "director of customer services," the very position he once held at Air Miles, the customer loyalty firm. If this role exists at your organisation, he suggested, then "you are 10 years behind where you should be. Customer service doesn't sit in a department. It is every single person's responsibility in the organisation, isn't it?"... London Business Forum offers a programme of fun and insightful events. Presented by some of the world’s most inspired and inspiring people, our events provide a burst of fresh thinking without taking you out of the office for too long. Website: