Page 108 - Delivering Authentic Customer Experiences

Author Profile

Jacky Leonard has over 25 years’
experience as a facilitator, coach and
manager. She has acted as a trouble
shooter for underperforming contracts
and helped organisations reduce
customer attrition, improve internal and
external customer satisfaction ratings
and increase profits.

Described by her clients as a
consummate professional, a charismatic
trainer and an inspirational manager, she
is always interested in working with
organisations and individuals who have a
passion for what they do and are committed to making things happen.

Jacky now works as a freelance learning consultant specialising in coach
education, and the design and delivery of customer experience and
behaviour skills interventions. She has a proven track record in
facilitating cost effective, engaging and sustainable solutions for her
clients that align with their culture and help them achieve profitable
authentic customer experiences and tangible, measurable results.

A qualified HR professional, teacher and business coach and a
committed lifelong learner, Jacky is a specialist member of The Institute
of Customer Service and a chartered member of the CIPD.

Follow Jacky on Twitter @jackyleonard11 or visit her via
www.principles-into-profit.com or www.jackyleonard.co.uk

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