Customer Experience (Keynotes & Workshops)
Giving exceptional service is no longer an option!
The ability to engage customers and build loyalty can make or break a business, organization or agency.
World-Class Service: 3 Secrets to a Superior Customer Experience
In a marketplace where customers and clients have many options and where product differences are minor, delivering great service has never been more important. What can we do to stand out in the crowd? Provide world-class service. Delivering world-class service is the differentiator that has turned organizations like Disney, Nordstrom and Ritz-Carlton into internationally recognizable brands. This program will inspire employees to think differently about the service they deliver while being motivated and equipped to transform the customer experience. In addition participants will learn to:
- Apply the World-Class Service Model™ for world-class results.
- Unlock the six secrets to building customer loyalty.
- Proactively anticipate customer needs and exceed expectations.
- Effectively manage the “three moments of truth” in every interaction.
- Take personal responsibility and ownership for the service that’s delivered.
- Implement four steps to turn irate customers into raving fans.
- Click here for full program description
The Customer-Centric Brand: How to Create a Culture of Service Excellence
World-class service is like a rare flower; it requires the right environment to thrive long-term and consistently blossom. The world’s most notable brands for exceptional service have created such an environment. It’s no coincidence that organizations like the Ritz-Carlton, Nordstrom and Disney have been the benchmark for years. The key is in the culture and leadership plays a vital role. Today more than ever, organizations must employ a proven set of principles and practices that drive customer loyalty and the bottom line. This game-changing program will equip leaders to:
- Apply best practices used by legendary organizations to wow customers.
- Create staff buy-in to delivering excellence on a consistent basis.
- Maximize the connection between core values and service delivery.
- Leverage customer experience to drive bottom-line results.
- Develop and mobilize a team of service champions at every level.
- Establish a common mindset, language, and commitment to service.
- Click here for full program description
Each program is customized to meet and exceed your specific objectives. Format options include a 45 minute high-impact keynote, half-day interactive workshop or one-on-one executive coaching session.
