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Join us for the season first EGN Global live webinar on Aug 22 at 9-10.00 CET and meet Linda Moir, expert in Leadership and Customer Experience.
Does customer experience still matter in a world where margins are being squeezed, customers have a remote or digital only relationship with organisations and attracting motivated teams feels more difficult than ever? And what does attracting and keeping employees has to do with customer experience?
Key lessons for businesses – in an uncertain time.
Linda will explore the theme of employee engagement and the direct relationship with customer experience and highlights the key lessons for business during times of cost cutting and low margins. Specifically, the importance of a positive reputation in uncertain times.
She will also talk about what attracts and keeping employees in today´s organisation (and in the future).
She will draw on her experience as Virgin Atlantic’s Director of Customer Service to demonstrate the connection between a great employee experience and a memorable customer experience. She will share some of the ‘low cost high value’ initiatives that created exceptional employee engagement with the Virgin brand which drove award winning customer service.
Linda will talk about the challenge of staging the London 2012 Olympic and Paralympic Games deploying over 15,000 volunteers Retention was critical to the safety and success of the event.
Linda’s talk will be high energy, pragmatic and fun.
Times adjusted for time zones:
Central European Time (CET): 9:00 AM – 10:00 AM
Helsinki Time (EET): 10:00 AM – 11:00 AM
Bangkok Time (ICT): 3:00 PM – 4:00 PM
Hong Kong Time (HKT): 4:00 PM – 5:00 PM
Linda Moir is an exceptional keynote speaker.
From Virgin Atlantic’s award-winning service to the exemplary front of house service at the London 2012’s Olympic and Paralympic Games, she has been responsible for famously outstanding operations in HR and customer service management.
Linda’s career took off with British Airways, where she worked in HR for air traffic control before rising to HR Director of National Air Traffic Services.
In her time spent at the UK’s largest airline, Linda experienced an environment of significant changes as the company transitioned from public to private ownership.
In 2003, Sir Richard Branson hired Linda to ‘make flying fun’ as Virgin Atlantic’s Director of In Flight Services, and she certainly did: after completely overhauling the training, recruitment, promotion and performance management of 5,000 Cabin Crew, the highest customer satisfaction scores in the airline’s history were recorded.
Throughout the process, she oversaw significant business growth whilst consistently driving the airline’s catchy promise of ‘Brilliant Basics, Magic Touches’.
When it was announced that London would host the 2012 Olympic Games, Linda knew this was a once in a lifetime opportunity and that she had to be involved.
She developed the powerful ‘blended team’ approach, combining professional stewards with volunteer ‘Games Makers’; consequently, the tarnished reputation of the British service industry was profusely redeemed through a three-year programme of engagement, and the Games Makers became one of the most iconic and memorable symbols of the games.