Kate creates significant value in customer-focussed businesses where the solutions to value creation and sustainable growth are complex and very often 'human'.
In Pizza Hut Restaurants, we have a phrase 'your guests will never feel better than your teams' and, during our 5 year change programme, Kate has played a pivotal role in identifying, designing and landing the interventions that create a better working day for our teams and a better experience for our guests.
Taking a holistic approach, Kate has improved how we serve, our products, our training and, probably most critically, how we think as an organisation.
I would strongly recommend Kate to businesses reaching a stage where they need to make a change. She will bring a different, non-corporate perspective and help the organisations to define what really needs to be done to make a difference.
Kate can help an organisation to identify and articulate its higher purpose and then convert it from a high level ideal into everyday practice.
As part of her approach to culture building, Kate is world-class at delivering leadership behaviour programmes and this expertise, combined with her broad business background, enables her to develop creative solutions that make work/life better and the business more productive.
I have had the absolute pleasure of working with Kate for over 4 years now, designing and developing service programmes within the restaurant and service sectors.
She has a sixth sense understanding of what customers value and her passion to design and deliver the best customer experiences possible knows no bounds.
The 'Service Pyramid' model she developed to help organisations bring their most ambitious service visions to life is simple and effective. It starts by identifying the right customer journey for the business - and then systemises this into a succinct set of standards and team principles that sustain and work. She has made the 'Art of Service' into a science.
Kate is a fellow champion of how important service is, not only to companies who want to make moiney from looking after their customers, but for the working professional who has chosen to make a career in service. She brings the purpose and meaning of service to life for others in a fun and engaging way and has endless focus, will and discipline to make great service happen whatever the company environment.
Simply put, she is the best partner an organisation could wish for when they decide to get serious about service,