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About Steve Simpson
Presentation Segment
About Keystone

A Profile of Steve Simpson

Monkey & SteveSteve Simpson CSP is an author, consultant and international speaker who heads up Keystone Management Services based in Australia. He has spoken to audiences in Australia, the UK, the US, New Zealand, UAE, Tanzania, Singapore, Malaysia, Thailand, India, Ghana and South Africa.

Steve has featured at two World Conferences on Customer Service Management in the US where he rated in the top 10 speakers. He was the only Australian to feature at the Society of Consumer Affairs Professionals (SOCAP) Annual Conference in New Orleans, the recent HDI Conference in Las Vegas and the recent European Conference on Customer Management in London. Steve has shared the stage with Tom Peters (on four occasions), Professor Gary Hamal (twice), Hon Paul Keating, former Prime Minister of Australia, and Don Peppers.

With unique insights that help organisations to profit from an improved culture, Steve is a Past Chapter President of the Australian Customer Service Association, and he has been an evaluator in the Australian Customer Service Awards. He was an invited member of an international team studying standards of World Class Customer Care, organised through the US based SOCAP. He has also achieved international recognition as a Certified Speaking Professional (CSP) the highest speaker accreditation recognised by the International Federation of Professional Speakers.

(Photo: Steve's wife, Lesley Anne, couldn't resist this photo opportunity of Steve at the 'Tree of Life' in Disney World. Those of you who know his 'Monkey Story' will understand! Those of you who do not know the story should ask Steve next time you meet!)

World First Strategies

Steve Simpson speaking.Steve was the Customer Service Consultant to the 8th World Swimming Championships. His innovative Customer Service Strategies were used for the first time ever at this major world sporting event. When a senior delegation from the Sydney Organising Committee for the Olympic Games (SOCOG) saw these strategies in action, the decision was instant - these same techniques were to be used again at the 2000 Sydney Olympics.

Steve has a Masters Degree from the University of Alberta.


A Speaker and Change Agent

Steve at keynote conference.Steve is a highly sought after keynote speaker, and seminar leader where he combines humour with practical insights into specific strategies to improve corporate culture and customer service. Steve’s presentations consistently rate highest – for his practicality, his informal approach, and his capacity to motivate people into action.

Steve’s clients cover organisations across a wide variety of industry sectors - from the Flight Centre to General Motors, from Dover Court International School in Singapore to the Royal Yacht Britannia in Scotland, from the University of Western Australia to Australian Institute of Management.


A Brilliant New Concept

Steve SimpsonSince the release of his first book, Service Into Profit, Steve has embarked on the development of an exciting new concept called 'UGRs®'. Recently written up in the national Australian newspaper, this brilliant concept has enabled organisations to finally understand and manage their service culture - the key to unlocking bottom line performance. Steve's presentations on creating a service culture are receiving rave reviews. The University of Western Australia and Curtin University of Technology have joined forces with Keystone Management Services to undertake ground-breaking research to further explore the power of UGRs®, and to demonstrate how they impact in a fundamental way on the service provided by every organisation.

Steve's newest book UGRs®: Cracking the Corporate Culture Code is now available!

A pdf brochure about Steve is available here

A Sample of Recent Conference Speaking Engagements

  • Masterclass at the HRD 2009 Conference, Excel Convention Centre, London (Comments)
  • Presentation at Midlands Leadership Group Regional Conference, Wolverhampton, UK, (Comments)
  • Presentation at Regional Conference for Academy of Chief Executives, London, UK
  • Keynote presentation at National Conference of the Meetings and Events Australia, Gold Coast
  • Keynote presentation at National Speakers Association of South Africa Conference, Johannesburg
  • Presentation at International Leadership Symposium, Johannesburg South Africa
  • Keynote presentations at four MLC Conferences, Melbourne (Comments)
  • Two-Day Workshops, Profiting from Stand-Out Service, KL and Bangkok
  • Keynote presentation at Hillross and AMP National Conference, Perth
  • Keynote presentation at RSL and Service Clubs Association Conference, Canberra
  • Presentation as part of Service Excellence Tours, Leeds, UK
  • Opening keynote, Annual Conference for the Institute of Customer Service, Heathrow, UK (Video) (Comments)
  • Seminar for Legal and General UK, Kingswood, UK
  • Keynote presentation, Annual Conference for Dataworks, Gold Coast (Comments)
  • Seminar for Cotton Consultants Australia, Narrabri, NSW
  • Keynote presentation, Annual Australian Human Resource Institute Conference, Gold Coast
  • Presentations at Annual Conference for Lexus Australia, Yarra Valley, Victoria (Comments)
  • Keynote presentation at Annual Conference for Southbank Institute, Brisbane
  • Presentations at the Club Managers Australia National Conference, Gold Coast
  • Presentation at conference for the CEO Institute, Melbourne
  • Keynote presentation at Water Dynamics Conference, Gold Coast
  • Presentations at St George Bank Conference, Sydney
  • Presentation at Zurich Australia Conference, Sydney
  • Presentation for the Australian College of Health Service Executives, Brisbane
  • RCS Conference, Rockhampton, Queensland
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