Through Performance-Based Metrics


Provide Strategic Information
Enabling Clients
To Realize Ultimate Potentional

For 35 years, Ference Leadership and Strategy & Center for Survey Research has made a difference in creating deliberate culture worldwide. Continuous and systematic successes are documented in employee satisfaction and engagement surveys, individual practices and in building dynamic teams in many of the most recognized names in the hospitality and service industries:

Starwood Hotels & Resorts Worldwide
The Ritz-Carlton Hotel Company
Four Seasons Hotels and Resorts
Mandarin Oriental Hotel Group
InterContinental Hotels & Resorts
Dorchester Collection

MGM Grand: Hotels and Casinos
Hard Rock Hotels & Casinos
Harrah's Hotels & Casinos
Disney Resort Hotels & Parks
Ojai Valley Inn and Spa
Swissotel Hotels & Resorts

… as well as signature restaurants, country clubs, theme parks and retail stores.


Founded on a philosophy of interactive consulting and honed over years of collaboration with the world’s most prestigious brands, we partner with our clients to quantitatively and qualitatively assess current culture and systematically develop ultimate deliberate culture. Based on vision, mission, core values and practices, our customized surveys measure total environments at department, division, property and company-wide levels. Industry norms and benchmarks are referenced throughout our reports. These reality-based metrics are formatted in a time-tested, user-friendly manner for all employees to understand and adopt. Results are organized in graphic histogram and tabular formats. Significant changes to previous performance results are identified. Employee satisfaction and engagement metrics can be correlated with company guest loyalty and customer experience ratings. Creating deliberate culture and realizing ultimate potential is grounded in performance-based metrics and founded on six research-based and time-tested key success elements which interconnect and mutually support each other. Our research shows this model creates and sustains strong, vibrant and healthy organizations. Deliberate culture has as its ultimate goal the creation of best-in-class quality products, personalized services and memorable experiences.

Based on our surveys clients have been awarded some of the most prestigious performance awards in the service industries including the Malcolm Baldrige National Quality Award, Top Ten Best Hotels in the World, Employer of Choice, Best Human Resources, Employer of the Year, Best Place to Work and Fortune’s Best 100 Companies to Work For, as well as the quality of work life and service-culture awards of Great Britain, Brazil, The Netherlands, Mexico, Australia, and Singapore.


Our organizational surveys, executive retreats, employee workshops and seminars assist companies worldwide with continuous improvement, increased profits and organizational growth. Our consulting experience, primary research and applied leadership practices, support applied strategic thinking for key success factors and tactical analysis of operational challenges. Program participants keep top-of-mind the next levels of service efficiency, team effectiveness and ultimate brand potential. Commitment to continuous improvements in product quality, memorable service, employee/customer satisfaction and engagement have established our clients as top-of-class in their respective industries. We directly influence the service-cultures of independent lifestyle hotels and resorts, large-scale international hotel companies and gaming, foodservice, retail, leisure, entertainment organizations.

Featured Articles:
2016 - Millennials and Your Bottom Line
2014 - Empower Luxury Setting Advocates for Success
2013 - The View From The Top
2012 - Navigating Through Leadership Confusion
2011 - Tough Times Take Tough Leaders
2010 - Successful Leaders Will Adapt

OD Competencies

Vision & Mission

• Executive Retreats

• Leadership Workshops

• Operational Meetings

Needs Analysis

• Systematic Research

• Strategic Meetings

• Blueprints and Plans

• Double Loop Follow-up

Quantitative Assessments

• Custom-Designed Employee Feedback Surveys

• 360-Relationship Management Profiles

• Professional Development Inventory

Action Planning

• Action Planning

• Customer-Centric Methodologies

• Performance Index Measures

High-impact Facilitation

• Action-Planning Sessions

• Customized Training

• Peak-Performance Leadership

• Make-It-Memorable Programs

Performance Tracking

• Manager Reports

• Executive Reports

• Customized Reports

©2015 Ference Leadership and Strategy & Center for Survey Research