Customer and Employee – Experience and Retention


Specialising in the analysis and maximisation of the customer and employee experience, as they are both fundamental to the success of nearly every business. It naturally follows that the retention of customer and staff is also key – building familiarity, loyalty and trust, and minimising the training costs associated with staff turnover.

Over 30 years’ experience in the aviation industry and over 20 years’ hospitality industry engagement, with extensive knowledge of technical-concepts problem-solving, training (curriculum and assessment development and delivery), efficiency and optimisation initiatives, customer service and stakeholder management.

Successful company management experience in the wholesale and retail sectors has also provided the opportunity to maintain superior relationships at all times. An ultra-intuitive approach to detection of issues early on, coupled with pragmatism, diplomacy and a passion for bringing about resolution and driving continuous improvement, has constantly provided win-win outcomes.

Expertise includes a perceptive understanding of the customer and employee experience/journey, diplomacy, product development, operational effectiveness, strategic planning, technical writing, training, continuous improvement, process improvement, customer relations and engagement, OHS, safety risk and management, broad-based IT skills and business management skills.

John, our Managing Director and Lead Consultant’s approach is based on a strong analytical, advisory and solution-focussed mindset.

Customer Employee Experience
Training and assessment	Creative thinking tools	Stakeholder management	Business development
Hospitality and loyalty operations	Strong leadership qualities	Technical writing	Marketing
Proactive approach to OHS and IR	Astute communication skills 	Beta testing and reporting proficiency	Audio and video editing suites
High levels of accuracy and attention to detail	Business management and decision making	Competent user of a wide variety of IT platforms	Aviation, Pilot and Air Traffic Control Specialist
Design and delivery of training courses and workshops	Customer and Employee Experience, Engagement
and Retention	High levels of emotional intelligence and diplomacy	Process mapping, Strategic planning and Lean Six Sigma