John Hughes is an internationally renowned customer service excellence professional who prides himself on showing his customers how to quickly go from a good company to a great company. He fundamentally shows them a structured path to delivering low cost customer service excellence.
Originally from Newcastle Upon Tyne, in 1997 he established, West Midlands based, Customer Service Network (CSN) as a vehicle to deliver every aspect of customer service excellence, which has now conducted over 1 million structured customer surveys in 26 countries across five continents.
As a leading industry authority, his other roles include being regional partners of ‘The International Customer Service Institute’ which is the educational heart of his activities within customer service excellence and engagement.
As a highly sought after private consultant, John works with a wide spectrum of major brands across a multitude of sectors and his in-depth knowledge of the service profit chain means he makes a significant impact to his customers’ bottom line. His wealth of practical and theoretical experience, in every aspect of delivering service excellence, has assisted many organisations within their development of external and internal customer experience measurement, complaint management and service excellence strategies.
Famous for helping people 'Switch on the light' regards service excellence, John is skilled in presentations and public speaking, ideas, problem solving, teaching and developing others, along with his project management expertise, having been awarded the Warwickshire University Business School’s ‘Best Guest Lecturer’ accolade.
John is a BQF/EFQM trained assessor and also a director and lead assessor for the UK Excellence in Customer Experience Accreditation and Awards programme. With an MBA in Strategic Management, and as a member of the Institute of Management, plus also the Institute of Business Consulting, he is a regular conference speaker in the field of customer service excellence, complaints management and customer journey mapping.
Having been responsible for some major business turnarounds, John is regularly invited to be the lead judge on a variety of Service Excellence Awards. To date he has judged such major ceremonies as the Orange Business Awards, ICS Awards, WOW Awards, and Customer Experience Awards, to name but a few.
Having made a life-changing decision in 1992, to change his career path from I.T. to Customer Service Excellence, he successfully led Birmingham Midshires’ entry in the 1996 Unisys Management Today Service Excellence awards, where he was instrumental in ensuring they won the financial services category, along with being the best overall company.
With his MBA in Strategic Management, a BA in Maths and Technology, and Memberships in the Institute of Management and an Membership in the Institute of Management Consultancy he sums up his character traits as a hard worker who’s able to sell his own ideas through to others, is strong-minded, inspiring, motivational, persistent, passionate about his vocation, technically minded, and an ideas’ person who loves numbers, pictures and diagrams as a simplified method to express his insights.
His earlier careers included being a senior manager of financial services and, prior to that, as an NHS IT manager.
In his spare time, John enjoys playing golf, where he’s been captain and committee member of his local golf club where, during his captaincy, he raised over £6,500 for charities like Macmillan Cancer Support and hearing dogs for the deaf.
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