Welcome
We are an entrepreneurial team of executives whose diverse and complementary experience share a razor-sharp focus on excellence and innovation. Over the past four decades, we have successfully developed and introduced pioneering benchmark customer experience concepts and solutions across multiple industries.
Established in 2004 by Leonardo Inghilleri as West Paces Consulting, our firm partners with companies that wish to strengthen their relationships with customers by achieving Performance Excellence, a trademark goal for superior organizational effectiveness and memorable customer experiences.
Our advisors come from The Ritz-Carlton Hotel Company, The Walt Disney Company, BVLGARI, Neiman Marcus, Salvatore Ferragamo, and other world-class organizations, and have an exceptional track record in the service and training industry, which includes winning two Malcolm Baldrige National Quality Awards.
We offer a range of services including organizational transformation and culture change initiative, management consulting services, leadership workshops, virtual training and e-learning solutions, instructor-led training seminars, and keynote presentations. These services are designed to improve organizational culture, service quality, and the experience for both customers and employees of businesses of nearly every size.
Our Team Has Worked with:
Our Experience
In our firm’s 17 years of business experience, we have enjoyed noteworthy accomplishments with our clients, both domestically and internationally.
Here are some of the areas where we have achieved tangible and benchmark results for our clients:
- Customer Service Excellence
- Leadership Training and Development
- Customer Service Process Design and Staff Training
- Performance Metrics and Measurements
- Sales and Marketing Strategies
- Human Resources Strategies and Practices
- Organizational Effectiveness
- Innovation
- Business Strategies
- Business Process Design and Deployment
- Total Quality Management and Continuous Improvement
We focus on building relationships by being loyal and committed to our clients. We believe that strategic partnerships, going beyond the scope of a single project, deliver superior results.
ICG Founder and President
Leonardo Inghilleri is a recognized expert, innovator and sought-after speaker in the area of customer service excellence, organizational effectiveness and strategies, leadership development and training, and human resources practices. He is the President of the Inghilleri Consulting Group. Leonardo has dedicated his professional life at improving the customer experience with innovative business solutions and training.
Exceptional Service Exceptional Profits
Exceptional Service, Exceptional Profits was written by Leonardo Inghilleri in collaboration with Micah Solomon and is an international best seller. Leonardo’s innovative and proven business concepts and solutions captured in the book, are shared in his customer experience workshops and seminars, as well as in his consulting work with clients.
Contact Us
phone: 404-459-2724
email: info@icgresults.com
Our Commitments
Excellence
Service
Quality
Society
Commitment to Excellence
We believe in the passionate pursuit of Excellence. We are enthusiastic, innovative, and wholly committed to helping our clients reach their full potential.
We love to share what we know with dedication and integrity, creating value for our clients, our business partners, our associates, and our communities.
Commitment to Client Service
Our goal is to become trusted advisors on whom our clients can rely upon. Our first priority is to understand the context of our clients’ business – their market, their competitors, their industry.
Our team members embrace each client’s specific needs, bringing their specialized perspective to bear. We believe that our clients’ overall experience with us is as important as the service itself.
Commitment to Quality
We forge innovative and reliable solutions to the diverse business challenges of our clients by leveraging our full range of experience, and rigorous science-based approach.
We are students of Quality Sciences and we are dedicated to sustaining our clients in their continuous improvement efforts.
Commitment to Society
We are good neighbors; being socially responsible and contributing to Society is the crux of our approach. We focus on significance, striving to be positive role models through our volunteer and charitable efforts.
To this end we contribute 20% of our corporate profits to the betterment of human conditions and humanitarian causes primarily focusing on disaster relief, ending hunger, medical research, and literacy.
Our Methodology
Our Core Services
Management Consulting Services
We believe that “off-the-shelf” solutions are not always appropriate or adequate to address the unique needs of all organizations and situations. Over the years, we have developed a variety of management consulting services to provide customized solutions for the following sectors and industries:
- Airlines
- Automotive
- Banking and Financial Institutions
- Convention Centers
- Healthcare
- Hospitality
- Law Firms
- Performing and Fine Arts
- Professional Services
- Retail and Distribution
- Sports and Entertainment
- Technology-enabled Service Organizations
Please Contact Us to discuss your business strategies and culture.
E-Learning
Beyond the impact that today’s global pandemic has had on businesses and society at large, we believe that E-Learning is a viable and desirable approach for those organizations with large geographical footprint, virtual workplaces, and a workforce that operates autonomously.
Because the need for customer service excellence is now more pressing than ever, we have re-engineered our award-winning training programs to be delivered virtually through digital learning journeys on Rali™’s video technology platform, using a “Learn – Do – Inspire” approach designed to improve individual and group performance and increase employee engagement and commitment.
These self-paced, digital learning experiences are designed to provide the essential skills and practices that are necessary to deliver authentic, genuine customer interactions and experiences. Virtual interactive learning can also be paired with roleplaying and practical application sessions led by our trainers.
For those clients that desire a more collegial, learning experience, we also deliver our programs through interactive webinars, appropriately paced for remote learning, with many personal exercises, and opportunities to share testimonials and impressions.
Please Contact Us to learn more about our cutting-edge digital programs.
Training and Performance Sustainability
As Chief Human Resources Officer of The Ritz-Carlton, Leonardo Inghilleri created the famed Leadership Center as part of his personal commitment and passion for training and development.
Today, our firm offers a comprehensive portfolio of award-winning training solutions and performance sustainability programs in the following areas:
- Customer Service
- Sales Strategies and Processes
- Problem Solving and Service Recovery
- Leadership Development
- Workplace Relationships and Teamwork
- Internal Communication
- Personal and Professional Effectiveness
- Performance Management and Accountability
Our programs are designed to meet the unique needs of our clients and can be delivered on location by our experienced trainers and facilitators.
While instructor-led training is extraordinarily effective, it might not be the optimal solution for organizations with large footprints and virtual workplaces; consequently our programs can also be delivered virtually through digital learning journeys on Rali™’s video technology platform, using a “Learn – Do – Inspire” approach, designed to improve performance and increase engagement.
Workplace Excellence
Studies show that customer loyalty and high profitability find their roots in an engaging and motivating work environment with employees who understand the cultural framework of the enterprise and are willing to consistently embody its operating philosophy.
For the past 35 years, Leonardo Inghilleri has been an advocate and a pioneer of science-based employee selection and engagement processes, as the cornerstones of a high performing workplace.
We provide several customizable instruments and organizational blueprints designed to:
- Attract, identify, and select highly talented employees and leaders.
- Accelerate the path to productivity with well-designed and meaningful orientation, on-boarding, and training processes.
- Engage the workforce; enlist commitment; ensure consistent performance, and reduce turn-over.
- Develop professional and personal traits and attributes to maximize the potential of employees and leaders.
Please Contact Us to start the conversation.
Keynote and Speaking
Leonardo Inghilleri is a recognized speaker in the area of Service Excellence, Leadership, Business Innovation, Organizational Effectiveness, Talent Management, and Employee Engagement.
Leonardo’s dynamic and engaging style is coupled with a lifetime of remarkable business experiences. He weaves them together in his keynote presentations that are always tailored to the unique needs and interests of the audience.
In our workshops and seminars, Leonardo and our senior advisors share strategies, proven techniques, and leadership principles essential for the kind of culture that translates into exceptional customer satisfaction, motivated and engaged employees, and strong bottom line results.
Please Contact Us to discuss your needs for your upcoming corporate event.
Operational Assessments
Can you drive a car without a dashboard? Yes, you can…. But can you drive it to its full potential? Probably not!
High performance and its sustainability are the by-products of excellent operational standards and individual accountability. To that effect, we provide customized solutions to assess and improve your company’s capability with:
- Key Performance Indicators (KPI)
- Customer Satisfaction and Loyalty Assessments
- Mystery Shopping
- Employee Engagement Satisfaction Surveys
- Process Analysis and Mapping
Please Contact Us to discuss the right approach for your company’s KPI.
Schedule a Consultation
phone: 404-459-2724
email: info@icgresults.com
Our Blueprint for an Extraordinary Customer Experience
We utilize a sophisticated business management model based upon the application of Quality Sciences and the Malcolm Baldrige National Quality Award criteria as a tool for our clients to:
- Achieve business goals consistently.
- Establish a motivating work environment, conducive to service excellence and employee involvement.
- Become an industry and market leader.
- Create unparalleled customer satisfaction and loyalty by elevating the customer experience.
- Improve long-term, sustainable profitability.
- Innovate and continuously improve business processes.
This holistic approach to Excellence helps our clients to balance their priorities and to accomplish repeatable and sustainable results, regardless of the changes in business climate and circumstances. This long-term strategy on the employee and customer experience is the solution and trademark of every legendary service-focused organization.
Culture and Brand
We help our clients to:
- Establish the vision and the aspirations of the enterprise consistent with the organizational core values, and operating philosophy.
- Enliven and energize the brand, by articulating brand promise, ambition, identity, and attributes.
- Support the culture by eliciting and celebrating positive behaviors within the entire organization.
Customer First!
We help our clients to:
- Formulate market and customer-focused strategies with clear and measurable objectives supporting the vision and goals of the enterprise. .
- Map out the customer experience at every service interaction to create world-class satisfaction and loyalty.
- Identify and define the attributes and individual customer experience touch-points to ensure pleasant, repeatable customer experiences.
Great Workplace
We help our clients to:
- Align the organization and involve and motivate the workforce to leverage the intellectual capital of the enterprise.
- Maximize workforce engagement and commitment through innovative human resources practices.
- Engage, train and develop their workforce to ensure consistent business and service outcomes.
Leadership and Positive Behaviors
We help our clients to:
- Translate the organization’s cultural norms into everyday desirable, professional behaviors designed to consistently deliver great business results.
- Develop leadership capabilities and practices designed to inspire and to motivate the entire workforce.
- Recognize, celebrate and reward individuals and teams for their contributions and accomplishments leading to an overall higher performance and motivation.
Standards and Accountability
We help our clients to:
- Design repeatable and sustainable business processes – seamlessly connected to the strategic plan – to reach organizational goals.
- Improve efficiency with the application of Quality methods designed to eliminate operational mistakes, rework, and inefficiencies.
- Determine effective metrics and measurements to drive and improve business execution and establish accountability.
How We Do It
We study your organizational challenges and customer experience, and we help you develop customized programs and learning solutions that align executives, managers, and employees and unleash the potential of your company.
We guide and assist you to:
- Establish the vision and the aspirations of the enterprise consistent with your core values, and operating philosophy.
- Formulate market and customer-focused strategies with clear and measurable objectives supporting your vision and goals.
- Align the organization and involve and motivate your workforce to leverage the intellectual capital of the enterprise.
- Enliven and energize your brand, by articulating brand promise, ambition, identity and attributes.
- Map out the customer experience at every service interaction to create world-class satisfaction and loyalty.
- Design repeatable and sustainable business processes – seamlessly connected to the strategic plan – to reach your organizational goals.
- Engage, train and develop your workforce to ensure consistent business and service outcomes.
- Maximized workforce Speed to Productivity through innovative human resources practices.
- Determine effective metrics and measurements to drive and improve your business execution and establish accountability.
- Improve efficiency through the application of science-based methods to eliminate operational problems and defects.
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