Follow Neal on Twitter @NealWoodson
Neal Woodson is a determined believer in putting people first in business. His vision is to change the way businesses think and operate so that workplaces and customer spaces are focused on helping people succeed in all areas of their lives. His simple, primary inspiration is helping people understand the primacy of service and how to make helping others the focus of their work. Through speaking and coaching, he is devoted to sharing ideas and helping people to lead and serve more effectively.
As a team builder and leader, he has a proven track record of leading customer- and employee-experience transformation. As a teacher and coach for over 15 years, he has been privileged to be part of driving higher employee engagement and increased customer happiness in a variety of workplaces including hotels, call centers, and sales offices. For seven years, he worked as Director of Service Excellence at a large, multi-billion-dollar event technology provider in the hospitality space. In this role, he led the company’s service excellence effort, analyzing customer feedback, creating plans for improvement, working with team members in implementing those plans, and coaching managers on how to lead it all. In addition, he trained and led a team of 65 coaches who worked as a network to help further the work and drive consistency.
With hard work and a great team, the results showed a consistent climb in NPS scores year over year for five years. Currently, he consults, teaches, and coaches service-focused thinking for several companies.
Additionally, he writes a weekly blog at nealwoodson.net and posts regularly on LinkedIn, Twitter, and Instagram.
Outside of this work, he is a member of the Customer Experience Professionals Association where he is a founding member of the Baltimore Chesapeake CXPA Network. He has also been a workshop facilitator at the CXPA’s international Insight Exchange conference.
As an expert coach, he was twice invited to speak at the Medallia Experience conference on the topic of workplace coaching and building an enterprise-wide coaching network to drive service and customer experience improvement.
He has also authored a book, The Uncomplicated Coach, which was written for busy managers and leaders of organizations who are frustrated with low employee engagement. In the book, he lays out a simple method for becoming a better leader that focuses on including people in improving workplaces and customer spaces by asking questions rather than having all the right answers. Whether it’s collaborating to build a service culture, assisting in increasing revenue and reducing costs in human-centered ways, or developing strategies for improving overall customer and employee outcomes, Neal Woodson employs a down-to-earth, hands-on approach that seeks out the participation of multiple stakeholders in driving changes that benefit customers, employees, and entire organizations.
