Vincent Vanderpool-Wallace has been invited to deliver keynote speeches from Las Vegas to Ireland on destination development programs. He is renowned for his success in The Bahamas and much of the Caribbean with the tourism theme: “It’s the Experience, Stupid” which he adapted from “It’s the Economy, Stupid” the theme of the presidential campaign of Bill Clinton. The fundamental core of his principles is that either at the national level or at the corporate level, countries or organizations need to cultivate a culture of customer care for long term success.
He initiated the first formal research on the perception of Tourism by the citizens of The Bahamas toward establishing a national culture of customer care to maximize the beneficial involvement of all members of the community. It also became clear that the international perception of Bahamas tourism relied heavily on citizen-visitor interactions whether the citizen was employed by tourism-dependent businesses or not. Extensive programs followed that educated the community about the objectives and results of tourism on a regular basis and constant reminders about how the community can help tourism succeed in cultivating that national culture of customer care.
The same principle applies to organizations and should begin with some basic research. The public perception of the organization is generally derived from those persons in customer contact positions and the degree to which they exhibit a culture of customer care. Increasingly, in today’s world, many senior executives are being accessed directly instead of having an assistant as a gatekeeper for the outside world. It is imperative therefore, that the senior staff attend at least one session to become aware of the principles being imparted to reinforce that culture of customer care when the seminars and workshops are concluded.
Mr Vanderpool-Wallace has been called upon to assist in numerous corporate development programs both local and international and, besides The Bahamas, was called in to assist with the development of the Tourism Master plans for Turks & Caicos and Curacao, two of the top performing destinations in the Caribbean region.
He received his bachelor’s degree cum laude from Harvard University and his MBA from the University of Miami where he finished at the top of his class. In 2009, for his contributions to Tourism, he was honoured with a CBE [Commander of the British Empire] by Her Majesty the Queen.
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