Ep 202 Interview Sessions with Antonia J.A. Hock | You Can't Script Service

Dec 7, 2022

01:05:21

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On episode 202 I am joined by Antonia Hock. Antonia is the CEO of Antonia J.A. Hock & Associates, a global consulting firm dedicated to advancing the goals of their clients. They operate with a belief in excellence without compromise, and have a deep passion to help organisations strengthen their consumer behaviour and business performance.

Antonia is a world-renowned expert in customer and employee experience, leadership, and building experience-based brands.

Her career is rooted in delivering customer-centric service models for companies of all sizes, implementing game-changing employee culture, and innovating customer experiences, all with an emphasis on tangible results and lasting impact. She uses her high-energy, bold, and unapologetic style to help companies succeed through creating a relentless mindset of excellence and innovation. In both business and as an accomplished athlete and freestyle climber, Antonia champions sustainable processes and results, always emphasising an actionable and goal-oriented approach.

Before launching the firm, Antonia spent six years as the Global Head of The Ritz-Carlton Leadership Center. For the two decades prior to The Ritz-Carlton, Antonia held executive positions for demanding tech giants including Microsoft, HP and Siemens. Her multi-industry background in technology, hospitality and consulting has shaped her unique perspective and philosophy around creating exceptional customer experiences and building world-class employee culture.

In this episode you will hear:

03:00 experience collection

04:00 tale to two experiences

07:00 personal and anticipatory

09:00 scaling service leaders

13:30 top down bottom up

16:00 excellence without compromise

20:00 the art and science of business

23:00 you can’t do your best work if you don’t recharge your battery

27:00 leadership is a calling

31:00 leadership competencies

39:00 sincerity and authenticity