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Larry Hochman - Customers in Control Forever

2,670 views · Published 5 September 2008 · 7:36 · Indexed 17 October 2026

Channel: London Business Forum · 2008 · Education

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Watching Larry Hochman talk about business is like watching a strong presidential candidate give a stump speech. He growls in the way that only East-Coast Americans can. He shouts, he implores, he strides around the stage with vigour. But above all, he conveys absolute certitude, with his chin raised and his chest puffed out continuously. By the time he's finished, you're left in no doubt about his views, or about his credentials as a former senior executive; a leadership mentor; and a well-traveled speaker.

Walking on stage to address the London Business Forum, Hochman looked a traditional company-man - white shirt, gold tie, grey hair. Yet within a few minutes, he was warning the audience never to appoint a "director of customer services," the very position he once held at Air Miles, the customer loyalty firm. If this role exists at your organisation, he suggested, then "you are 10 years behind where you should be. Customer service doesn't sit in a department. It is every single person's responsibility in the organisation, isn't it?"...

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