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How to deliver memorable customer experiences through people

Linda Moir — Putneyred Ltd

Linda will tell the story of Virgin Atlantic a brand that has a reputation for delivering great service but wasn't performing consistently. Linda was asked by Sir Richard Branson to build a consistent approach to service whilst maintaining the unique warm and friendliness Virgin is renowned for. She will talk about the introduction of "Brilliant Basics Magic Touches" and the culture change that had to be embedded to deliver this.

As a result, Virgin won Airline of the Year. She took this learning to the London Olympics and Paralympics in 2012, and she overcame logistical and security challenges and delivered one of the most memorable games to date. She will tell the story of the iconic volunteer Games makers who outperformed expectations.

She will also share leadership techniques that can be adopted to create memorable experiences in any industry.

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