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Paul Grossman, Vice President of Design and Development for Integrated Loyalty Systems (ILS), has more than 20 years’ experience in helping organizations deliver world-class customer service and earn client loyalty. Working with dozens of Fortune 500 companies at the highest levels, Paul uses his creativity as well as expertise to manage service-culture change initiatives with first hand knowledge of assessment, design and delivery to create and maintain high-performing service organizations.
Prior to joining ILS, Paul was recruited to The Disney Institute in 1999, where he consulted with organizations looking to adapt and adopt “the Disney Approach” to their operations to leverage service as a competitive advantage. While at Disney, Paul experienced a variety of management roles and was called upon to help create and implement Disney’s state-of-the-art Customer Relationship (CRM) Database.
Paul and his team were repeatedly recognized as customer-service “heroes,” Paul was the first to receive his division’s “grand slam” award for multidisciplinary work with his clients. For Disney, Paul was also an in-demand keynote speaker and management workshop facilitator, as well as having contributed to the design of numerous existing and custom programs.
Disney recruited Paul from Kaset International/AchieveGlobal, where he worked for 13 years and was initially responsible for designing and editing training programs on service and loyalty. While there, Paul contributed his expertise in instructional systems design and adult learning methodology to the design of such industry-recognized programs as Everybody Has a Customer and Managing Extraordinary Service (written in conjunction with Ron Zemke and Chip Bell).
Paul managed major customer-service initiatives with the Port Authority of New York and New Jersey, led the change-management consulting teams for three major airlines, and introduced AchieveGlobal service methodology to the Mayo Clinic in Minnesota. Paul also has experience as a professional journalist and magazine editor, as well as a creative director for an advertising agency, where he oversaw the launch of the Healthcare Television Network© (later sold to Channel One/Whittle Communications).
In addition to his outstanding facilitation skills and industry association affiliations, Paul was certified in AchieveGlobal, Franklin-Covey, Huthwaite and Wilson programs. He earned his Bachelor’s Degree from Union College with majors in Biology and English. |
