Former Director of British Airways & Leading Authority on Change Management and Customer Relationship

Larry Hochman is one of Europe's best known and most sought after speakers on CHANGE. He is a globally recognised expert on the future trends of customer service, values, people, and culture.

Larry spent 10 years as a Director of British Airways and the loyalty management company, Air Miles.  His roles included Director of Customer Service and Director of People and Culture.  Since 1998, he has been running his own speaking and consulting business. as well as personal mentor to CEO's of several blue chip organisations.

He uses his vast insights to help companies develop a competitive advantage by focusing attention on the needs of their customers.  Larry’s ability to spot future trends has turned his theories into tangible business successes around the globe.

After managing the BA terminal at JFK for three years, Larry returned to London in 1991 and initiated and led a training programme, “Winning for Customers”, which was implemented company-wide and attended by over 50,000 BA employees.  At Air Miles he went on to create a phenomenal commercial success with an annual turnover in excess of £150m and over 1200 members of staff.

Since leaving Air Miles Larry has become one of Europe’s best known speakers, applying his expertise to the growing needs of both customers and employees.  Through his presentations he helps business leaders to “think outside the box” about the ways in which their markets will develop and to adapt their strategies to meet the challenges of the new economy.

According to Larry: “The relevant issue today and in the future is not the gathering of information (anybody can do that), but the effective use of the information to build relationships that matter”.  He backs up his philosophy of focusing on customers needs with practical and actionable solutions.

Larry has developed invaluable experience in promoting values of quality and excellence throughout a large organisation.

He believes that service excellence will become a given and not a strategic advantage in the future and that the goal for successful organisations will be "Empowering customers and empowering staff".

Larry is an articulate and charismatic speaker and is globally recognised as a leading authority on future trends of customer service.  His presentations are inspirational, lively and highly motivating.

Client list:

American Express, BBC, BT, Canon, Caterpillar, Coca-Cola, Daimler-Chrysler, Hewlett-Packard, HSBC, IBM, Merril-Lynch, Microsoft, Motorola, Nestle, Nokia, Royal Dutch/Shell, SAP, Serono, Siemens, Tesco, TNT, Toyota to name just a few.

Book Larry Hochman now

To book Larry Hochman for your event, or to discuss your requirements further with one of our consultants, contact us via the web, or call +44 (0) 1628 636 600.

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