Steve Simpson is an international speaker, consultant and author based in Queensland. Described by UK based e-Customer Service World as ‘Australia’s leading corporate culture authority’, Steve has created the concept of UGRs® (unwritten ground rules) which is receiving global acclaim as a tool to understand and improve organisational culture. Steve has spoken at two World Conferences on Customer Service Management, in the US – where he rated in the Top 10 speakers. He has recently spoken at UK Customer Management Conference in Edinburgh, the International Gathering in Dubai, and the International Leadership Symposium in Johannesburg. He is the author of two books and a contributing author to a further two books.