Hamish Taylor.
Hamish Taylor is the former CEO of Sainsbury’s Bank and Eurostar.
With a CV that The Times described as ‘takes some beating’, Hamish is a world leader in customer-led transformations, and the go-to expert worldwide for organisations seeking to place customers at the heart of their strategy. Trained in brand management at Procter & Gamble, he became a management consultant at PricewaterhouseCoopers, Head of Brands at British Airways, CEO of Eurostar, and CEO of Sainsbury's Bank, all before the age of 40.
Hamish has inspired over 500 organisations in 48 countries, delivering insights at both organisational and functional levels. He consistently receives outstanding testimonials from clients ranging from Prime Ministers and CEOs to frontline staff. His work spans major multinationals and small groups alike, across functions including sales, marketing, HR, risk, and finance.
keynote speeches.
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For many organisations, the challenges they face concern their relationship with their customers (both internal and external) and the desire to “put the customer at the core of all we do”. The Customer Promise builds all activity from “benefit to the customer”. This approach from the consumer goods industry proved critical in turnarounds at BA and Eurostar and has been used in many other industries by Hamish. The Customer Promise stimulates a breakthrough in innovation as it provides a new starting point for idea generation and problem-solving. It also creates a unified approach and common ambition for all departments.
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Where the challenges revolve around the desire for greater innovation and/or the need to drive change more effectively, The Customer Promise is an essential starting point but then, new thinking is required. Taking Lessons from outside is critical to innovation and change. Other industries and disciplines often provide the best new ideas - not just in product and service, but also in leadership, process and communications. If you don’t look to new sources of inspiration, where will your innovation come from? Hamish, the “Master Thief”, can share examples from BA, Eurostar, Sainsbury’s and many others where breakthroughs came from “stealing” ideas from other businesses, sport, the rescue services, the Arts and many other places. He can also suggest places you may wish to look for inspiration - based on your Customer Promise.
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Armed with better customer understanding, a new customer promise and some lessons from elsewhere, we now face the biggest challenge – Making it Happen! Reverse Football looks at the tools required to take the team or organisation with you when you are often faced with more referees than players!
videos.
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