Speaker Bio

Gordon Stoddart

Gordon is in demand as a speaker and business coach for his ability to help entrepreneurs and businesses to transform themselves culturally, reputationally and financially through best practice customer experience leadership. He’s pioneered the Customer Experience Cycle, the 3 Gaps model and the 6E’s of customer experience leadership.

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Customer experience leadership enabled Gordon’s family business to transform itself reputationally, culturally and financially, growing to be the UK’s leading and largest privately owned food service distribution business.

Since the successful trade sale of the business, Gordon has spent 15 years applying the lessons learnt to help 100’s of entrepreneurial business leaders to achieve profitable growth and market leadership through the development and implementation of customer experience leadership.

In demand as both a speaker and business consultant, Gordon’s 3 Gap model enables businesses to take a step by step approach to move from good to great and beyond. An interactive and thought provoking speaker providing practical takeaways – tools, techniques, templates and processes – with relevant case studies and real examples of successful (and unsuccessful) implementation.

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My programmes
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Customer Experience Leadership

This session shares some proven approaches, tools and techniques that have had a transformational impact on 100’s of businesses.

Read more

Customer Experience Leadership

Overview:

Few organisations have products that are so unique, or a product brand so strong, that true customer loyalty is assured. By developing and delivering powerful customer experiences which really engage customers, influence their behaviours and re-define reputations, business leaders can create platforms for growth and transform business performance and profitability. This session shares some proven approaches, tools and techniques that have had a transformational impact on 100’s of businesses.

During this session, Gordon shares his experiences and observations providing business leaders with the opportunity to:

  • Reflect why Customer Experience is recognised as THE battleground of today and what’s behind the shift from Customer Service
  • Unpack the numbers: understand the potentially transformational ROI of Customer Experience Leadership, refocusing leadership decision making and redefining what we measure.
  • Close the 3 Gaps which prevent consistent excellence, employee ownership and buy in, market differentiation, competitive advantage and profit improvement:
  1. The Insight gap - drive improvement and transform relationships through understanding customer expectations and perceptions
  2. The Experience gap - adapt a simple proven approach, the Customer Experience Cycle, enabling continuous innovation and collective ownership, breaking down silos
  3. The Leadership Gap – understand the 6 E’s of Customer Experience Leadership which underpin the transformation
  • From ideas to implementation – a simple step by step roadmap for taking Customer Experience Leadership to the next level, influencing employee and customer behaviour and engagement.

"Everybody claims to focus on 'customer service' ... and most just tinker round the edges. Gordon's approach brings process and system to what is a critical metric for your reputation, your brand. His approach is professional, based on huge experience and well worth serious study"

Chris Hughes, Vistage Chair- May, 2015

“Gordon’s command of the topic was exemplary. All present went away with a list of items that they are going to immediately implement in their various businesses. The scores that were given were the highest that I have seen after more than three years of using Vistage speakers. I can therefore highly recommend him to others”

Stuart Smith, Vistage Chair- December, 2013

Customer Experience Leadership

This session shares some proven approaches, tools and techniques that have had a transformational impact on 100’s of businesses.

Read more

Customer Experience Leadership

Overview:

Few organisations have products that are so unique, or a product brand so strong, that true customer loyalty is assured. By developing and delivering powerful customer experiences which really engage customers, influence their behaviours and re-define reputations, business leaders can create platforms for growth and transform business performance and profitability. This session shares some proven approaches, tools and techniques that have had a transformational impact on 100’s of businesses.

During this session, Gordon shares his experiences and observations providing business leaders with the opportunity to:

  • Reflect why Customer Experience is recognised as THE battleground of today and what’s behind the shift from Customer Service
  • Unpack the numbers: understand the potentially transformational ROI of Customer Experience Leadership, refocusing leadership decision making and redefining what we measure.
  • Close the 3 Gaps which prevent consistent excellence, employee ownership and buy in, market differentiation, competitive advantage and profit improvement:
  1. The Insight gap - drive improvement and transform relationships through understanding customer expectations and perceptions
  2. The Experience gap - adapt a simple proven approach, the Customer Experience Cycle, enabling continuous innovation and collective ownership, breaking down silos
  3. The Leadership Gap – understand the 6 E’s of Customer Experience Leadership which underpin the transformation
  • From ideas to implementation – a simple step by step roadmap for taking Customer Experience Leadership to the next level, influencing employee and customer behaviour and engagement.

"Everybody claims to focus on 'customer service' ... and most just tinker round the edges. Gordon's approach brings process and system to what is a critical metric for your reputation, your brand. His approach is professional, based on huge experience and well worth serious study"

Chris Hughes, Vistage Chair- May, 2015

“Gordon’s command of the topic was exemplary. All present went away with a list of items that they are going to immediately implement in their various businesses. The scores that were given were the highest that I have seen after more than three years of using Vistage speakers. I can therefore highly recommend him to others”

Stuart Smith, Vistage Chair- December, 2013

This speaker currently has no keynotes. Please check back soon.

This speaker currently has no retreats. Please check back soon.

My areas of expertise