Howard has a history of building communities in customer service and IT support markets, and then making them into successful lasting businesses. He is now the proud possessor of a 'portfolio career' where he contributes to, and has fun with, a number of businesses, property interests and voluntary organisations. He aims to help people and businesses grow through both mentoring and investment. He is particularly interested in the use of the practical application of service in all its forms to the growing digitalisation of the consumer marketplace.
Howard’s primary achievement was as founding director of the Service Desk Institute. He is recognised as a leading authority in Europe on Help Desks and IT Support. He expanded this business internationally through partners in places such as India, the Middle East, Australia, the Far East, South Africa and mainland Europe.
He previously wrote a definitive book on customer service for the BSI - where his common sense take on the area is a breath of fresh air! He chairs the BSI committee that developed the UK Customer Service standard (BS8477) , and BS8600 ( now ISO10002 ) - the Complaints Management Standard (BSI’s third best seller ever), and works with ISO as the UK leader and principal expert to take these global.
Howard is also a director of www.consultationinstitute.org (TCI) which helps develop best practice for the professional consultation market.