A sought-after speaker and advisor to senior executives, Theo created the firm’s signature frameworks—The Six Principles of Service Excellence and the Customer Experience Gap Analysis—which have guided hundreds of organizations toward stronger service cultures, higher performance, and lasting profitability.
Before founding her firm in 2003, Theo spent 17 years with The Ritz-Carlton Hotel Company, serving as Vice President of Learning & Organizational Effectiveness and leading global training, leadership development, and quality initiatives that helped the company earn the Malcolm Baldrige National Quality Award.
Her books, workshops, and webinars reach more than 250,000 professionals annually across industries including hospitality, healthcare, financial services, education, and technology.