Steve’s Topics
Keynotes are designed as 45 minute presentations, adjustable based upon the specific objectives and time frame of the client.
The Customer Enthusiast: Generating Enthusiasm for the Customer One Experience at a Time!
There have been countless publications offering a variety of clever acronyms and other remedies aimed at improving customer service. Even so, recent consumer research suggests that 44 percent of consumers surveyed describe the majority of customer experiences they have as "bland and uneventful." Using personal examples, this keynote will emphasize the three things managers must do in order to create and foster an enthusiastic customer service environment.
The Future Belongs to the Customer-Focused!
This keynote provides insight into your customers as well as their expectations and priorities for the coming year. Current information, tailored to your industry, is shared from consumer research groups, J.D. Power and Associates and the American Customer Satisfaction Index (ACSI). Topics range from current consumer trends to industry-relevant customer satisfaction survey results correlated with variables such as problem resolution efforts and ancillary spending.
Creating Training and Learning That Sticks!
In their book Made to Stick, brothers Chip and Dan Heath pose the question: "What makes some ideas stick and others disappear?" Through this keynote, participants will learn the principles of "sticky" messages that will enable them to engage their audience—whether participants of a meeting or training session.
Six Great Ways to Lose Customers: A Blueprint for Failure
Learn six of the ways companies are undermining consumer confidence (or just plain disappointing customers) every day and, as a result, losing customers and marketshare. This keynote will also address immediate steps that can be taken to reverse the trend.
The Business Case for Enthusiasm at Work!
Using current data from sources such as the American Customer Satisfaction Index (ACSI) and J.D. Power and Associates together with real life illustrations, this keynote will present a compelling case that superior service can translate into improved results in the metrics that matter: productivity; job satisfaction; customer satisfaction; and profitability.