Steve Simpson

Australia's Customer Care Guru & Keynote Speaker

Steve Simpson is an international speaker, consultant and author. Recognised with an "Australian Educator of the Year" award, he assists businesses around the world to define their corporate culture and establish sound philosophies that enable strategic goals to be achieved and fuel employee engagement. By creating great corporate cultures, organisations that Steve works with are equipped to create a measurable point of difference in terms of individual and organisational performance.

Steve Simpson has been invited to speak at conferences around the world. He has delivered his truly unique insights into workplace cultures for clients that include Bayer Australia, Commonwealth Bank, Gold Fields, South Africa, Ghana and Australia, Institute for Customer Service, UK, Kmart Australia, Lion Nathan Brewing Company and Toyota Australia.

More about Steve Simpson:

Whether it's creating a culture to deliver great service, helping leaders understand their role in shaping the culture, helping teams perform better, equipping people to revel in change initiatives, or getting people to take safety seriously, Steve reveals how his concept of UGRs - unwritten ground rules - can be used to effect lasting, positive change.

Steve's insights into workplace culture are not based on theory. In addition to his conference presentations, he has worked in-house with a range of organisations on different continents over extended periods of time. He knows the pitfalls, traps, objections and issues that emerge when people are challenged to re-think the ‘way we do things around here'.

Steve is the author of two books including UGRs: Cracking the Corporate Culture Code. He is the co-author of a further three books, including A Culture Turned. Stave has a Masters Degree from the University of Alberta, and was invited to undertake an Australian city lecture tour to co-present with Harvard University Professor Rosabeth Moss Kanter.

Steve has been awarded the prestigious Australian Educator of the Year Award by Professional Speakers Australia.

Steve Simpson speaks about:

Leading corporate cultures: introducing UGRs - Culture is the number one issue for the world's business leaders according to the latest Deloitte Global Capital Human Trends Report. Steve shares his concept of UGRs - unwritten ground rules - and how these constitute an organisation's culture. Most importantly, Steve shows how the UGRs concept can be used to transform cultures and performance

Leading the customer experience - Underpinning every move to improve customer service is the organisation's culture. Steve shows how to ensure customer service initiatives reap maximum benefits by getting the culture right. Steve also shows how the customer experience can be transformed by application of a range of unique initiatives.

Leading change - It's not uncommon for change initiatives to fail to achieve their pre-defined goals. The most common reason? The organisation's culture. Steve shows how cultures can be transformed from being change resistant to a place where people embrace change.

Leading safety - A great deal has been invested into ensuring people conform to safe work practices. Yet despite these investments, safety breaches occur all too often. Steve shows how UGRs impact on safety, and what can be done to lock in a genuine safety oriented culture

Leading teams - When a team genuinely performs as a team, magic things can happen. But too often, teams are bedevilled by issues that diminish performance. Even apparently happy teams can be undermined by issues that impact on them, their leaders and their customers. This presentation by Steve shows how teams can transform to realise their true potential.

Client testimonials

However I must also admit that such a valuable and relevant message could not have possibly come across the great audience at this master class presentation with such conviction had it not been for the extremely energising and lively presentation that you gave. You managed to engage the audience from the very start till the very end and it was actually quite sad to realise that the time was up! Ltd

We had Steve speak on cultural change a year ago in London and he went down an absolute storm. People LOVED him and I very much enjoyed working with him...he was very professional, conscientious and amiable. His 'thing' is what he has termed the Unwritten Ground Rules of organisations and he gives people a blueprint of how to tap into what is really going on in an organisation in order to achieve effective change....


At this year’s HDO Conference in Las Vegas, I had the opportunity to attend Steve Simpson’s presentation on UGRs. His presentation was a highlight of the conference. Steve’s sense of humour, credibility, and subject matter gave me pages of notes to use in my own consulting and training. I would recommend Steve top anyone who needs to better understand the complicated, vital and often mis-understood world of corporate culture.

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