Value for experience is increasingly the main factor for consumers, who punish any shortfall very quickly.80% OF CEOs BELIEVE THEIR BUSINESS DELIVERS A SUPERIOR CUSTOMER SERVICE EXPERIENCE. RESEARCH SHOWS THAT ONLY 8% OF THEIR CUSTOMERS AGREE! With over thirty years of experience in business, quality, hospitality management and the visitor economy both in the United Kingdom and Europe. Launched four highly successful consumer driven hospitality enterprises from concept and business plan to successful sale to new operators. Skilled in restaurant operations, country house hotels, international brands and business and industry (B&I), Max brings a very specialist skill base in service performance, quality management systems and continual improvement. He encourages businesses small and large when it comes to consumer feedback to:NEVER MISTAKE SILENCE WITH SATISFACTION. 89% OF BUSINESSES COMPETE ON THE BASIS OF CUSTOMER EXPERIENCE (VERSUS 36% SIX YEAR AGO)AND 62% OF PEOPLE ACROSS THE GLOBE PURPOSELY CHOSE TO NOT TO RETURN TO A BUSINESS DUE TO A POOR CUSTOMER SERVICE EXPERIENCE.SpecialismsOperational project & quality management systems, measuring service delivery, building brand standards, online reputation management, sales assessment, business planning, competitor analysis, benchmarking, accomplishing a one team ethos, ISO 9001, Hospitality Assured Business & Service Excellence accreditation, compiling tourism awards submissions, awards judging/criteria, mystery guest programmes, perception reports, coaching businesses to work with the international travel market and destination management organisations.