Larry Hochman Former Director of British Airways & Leading Authority on the future trends of customer service, leadership, business transformation, globalisation, talent management and on the development of effective people and culture in organizations. Larry is articulate and charismatic and one of the most popular keynote speakers in the World having delivered nearly 500 speeches in 60 countries on every continent.
Larry Hochman is a globally recognised expert on customer relationships, leadership & talent management. “Putting the customer at the heart of everything that is said, done, promised and delivered is the key to success of every enterprise.”
Larry spent 10 years as a Director of British Airways and the loyalty management company, Air Miles, in both New York and London. His roles included Director of Customer Service and Director of People and Culture. He was the first person in Britain to hold this title. Not just a theorist, Larry has turned his ideas into tangible business triumphs on both sides of the Atlantic. He managed the British Airways terminal at JFK Airport in New York for 3 years. Larry returned to London in 1991 and put together a team and lead their efforts in developing, managing and implementing a company-wide customer service training programme called “Winning for Customers” which was attended by 50,000 BA staff. At Air Miles Larry helped create what is now recognised as one of the most progressive cultures and remarkable commercial successes. Today more than 6 million people collect Air Miles. Air Miles employs more than 1200 people and is recognised as a brand by 91% of the UK population.
Alongside his numerous speaking engagements all over the world, Larry pioneered Corporate Mentoring in the U.K. at AirMiles and has been the Personal Mentor to several Chief Executives in both the U.K. and across Europe of numerous blue chip organisations.
He brings his practical experience of 10 years at director level, hands on decision making experience at multi-national companies as well as the insight gained from having delivered nearly 500 speeches in 60 countries and having spoken on every continent.
Larry’s passion on the subjects of customer and employee needs is legendary. His many clients include 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.
In his latest book ‘The Relationship Revolution: Closing the Customer Promise Gap’, he argues that at this defining moment commercial success will not be determined by size. Instead, it will be determined by focus, and competence, execution and delivery. In an age where you’re unlikely to win in the long-term by competing on price, and where products can easily be copied, customer relationships are your true source of sustained competitive advantage. To survive, he argues, businesses will need to focus on something that cannot be replicated by anyone else. 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”.
- Relationship Economics
- Building Customer Relationships and Loyalty
- Talent Management
- Corporate Culture
- Retaining Customers in an Economic Crisis
- The Future of Consumer Loyalty
- Courageous Leadership
- Transformational Leadership for the Digital Age
- The War for Talent and The Future of HR
- Creating Value in the post recession era
“Your startling appraisal of the way business is likely to change in the next few years was sobering and thought provoking. This is exactly what is needed to help our business managers ‘think outside the box’ about ways in which their own markets may change and how they can adapt themselves to exploit the opportunities that presents. At the same time your messages in so many different ways fit well with the overall ‘Think Customer’ theme for this year’s Forum.”
Chief Executive, Siemens
“What was best was Larry’s ability to customize his remarks to our specific circumstances and the way he made it sound so natural. He met our expectations in every way. It was a ‘home run’ for us.”
“Energetic, challenging and strong message, well tailored to our audience. Larry delivered exactly was he was briefed to deliver and had an excellent impact on our conference.”
“Larry exceeded our expectations, there was an absolute alignment to what we wanted in the content and the delivery.”
“Professional, interesting, held the audience and exceeded our expectations!”
BT Wholesale Markets
“Your presentation at the 28th Telindus Symposium was a very big success and well received indeed…our audience loved it!”
CEO & President, Telindus Group
“Excellent – great speaker, great thoughts”