Search Results

Speeches matching topic Customer Relationships/Loyalty
Showing 1 - 10 of 61 speeches.
Previous Page
of 7 Next Page

Customers who have a great experience with a company are 9x more likely to recommend them, 8x more likely to trust them, and 7x more likely to forgive their mistakes and to buy from them again.

94% of customers who have a low-effort service experience will buy from the same company again.

85% of buyers will pay more for a customer experience, but only 1% believe that vendors consistently meet their expectations.

Be inspired to create a simple and consistent customer interaction that produces loyalty, referrals, and higher revenue. Simon’s wisdom and expertise enabled an Orlando-based healthcare system to be acquired and a division of a hospitality company to be ranked #1 for customer service by Expedia.com.

His team also custom-designed a full-cay customer experience program for Boston Consulting Group entitled "Platinum Service with a Brilliant Touch."

Participants will have the following takeaways:

  • ? Accept personal responsibility for delivering exceptional service; do the right thing for customers not because one has to but because one wants to;
  • ? Become creative, innovative, and proactive in anticipating and satisfying customer needs;
  • ? Use the SPARK model for Branding the Moment through platinum service; and
  • ? Velcro your brand to your customers by focusing on meaningful personal connections rather than stale customer interactions.

The Center for Customer Driven Quality at Purdue University reports that 90% of American consumers form their perception of companies based primarily on the service experience. Customers buy more frequently, make more transactions and are willing to pay more per transaction when they deal with companies who provide them with a superior service experience. On the other hand, we all know what happens when a business disappoints a customer!

To become a brilliant brand that focuses on "Platinum Service with a Brilliant Touch", every team member must feel a significant sense of personal ownership. From the front line to the executive suite, Customer Love is all about re-enlisting heads, hearts and hands to create internal alignment, brand longevity, and customer loyalty.

Unleash a fresh way of thinking about the customer experience. Start a process that will transform your organization’s culture into one that consistently delivers Platinum Service. Teach your team members how to achieve Platinum Service from the inside out and adopt it as a way of life.

Simon T. Bailey leads this inspiring and invigorating session in which participants will learn how to:

  • Accept personal responsibility for delivering exceptional service, doing the right thing for customers not because one has to, but because one wants to;
  • Become creative, innovative, and proactive in anticipating and satisfying customer needs;
  • Use the SPARK model for Branding the Moment through platinum service; and
  • Velcro your brand to your customers by focusing on meaningful personal connections rather than stale customer interactions.

When Ben Baldanza became the CEO of Spirit Airlines in 2006, the airline had cumulatively lost $350 million dollars since its inception and was quickly running out of cash. Based on a rigorous review of the business and the opportunities available, Spirit embarked on a major transformation that made it the most financially successful airline of the last decade while creating a robust growth profile.

Former CEO, Ben Baldanza shares lessons learned from this transformation and how other businesses can lead their companies to success.

 

 

 

Ever wonder how plane ticket prices are set? Or why some airlines charge higher baggage fees than others?

With over 30 years of experience in the commercial airline industry, Ben Baldanza gives audiences an inside look at how airlines really work!

Your customers have been forever changed by a perfect storm—the convergence of anxiety created by a resilient and tough recession, frustration fostered by too much high tech service without high touch and the power of being able to voice displeasure instantly to thousands via social media. Organizations that recognize the emerging "customer revolution" and adjust to this new normal customer will thrive; those that continue to use the "tired and true" methods of the past will fail. Today's customers are picky (demanding value), fickle (quicker to leave), vocal (assertively telling all) and vain (expecting personalized service). Customer expectations are 33% higher this year over last year. And, since word of mouse (social media) today has five times the impact of word of mouth, it takes rethinking strategies and tactics to select ones that change today’s "customer as king" into tomorrow’s "customer as partner." It requires insuring frontline employees have the authority and capacity to effectively serve in a multi-channel environment. It involves reinventing experiences that create customer ease and delight resulting in loyalty or "stickiness." Based on his international best-selling book by the same title, this powerful, high-energy keynote draws on Dr. Bell's deep experience consulting with many of the elite service-providing companies plus his cutting edge customer research. Attendees learn proven techniques and tactics needed to drive business growth and reputation.

What do Google, Netflix, Apple, Uber, Nike and Amazon have in common other than rapid growth and amazing profits? They all are considered among the most innovative companies, perpetually seek ingenious ways to delight their customers. Remarkable service for today’s picky, fickle and vocal customers requires a constant and deliberate pursuit of innovative ways to make the customers’ experiences sparkly, but consistent; enriching, but profitable. Since value-added has gotten way too expensive; smart organizations focus on value-unique—novel, not just more. Based on his national best-selling book The 9½ Principles of Innovative Service and his newest book, Sprinkles: Creating Awesome Experiences Through Innovative Service this lively, provocative session draws on Dr. Chip Bell’s 20+ years working with many of the world’s leading brands to help them stay ahead of their competition by maintaining best-in-class customer experience strategies. Attendees leave with countless cutting-edge techniques and a head full of ideas for either reinventing or reigniting the customer experience they deliver to those they serve.

Distinctive service in the professional or B2B world can be vastly different than the approach used by a merchant to win a consumer. For the business-to-business world and/or the space of sophisticated products or specialized expertise, the path to success has become a long-term, profitable relationship, not just a glitzy experience. When those you serve feel like valued partners in a power-free relationship, their expectations are more realistic, they are more forgiving of mistakes, more ardent advocates and their economic investment in the firm or organization deepens. This keynote is particularly relevant for B2B organization concerned with disintermediation and the erosion of the distribution channel in favor of direct relationships with consumers. Research convincingly demonstrates it is the depth of the relationship, not the quality of the product or expertise, which retains the relationship. Even in the B2B world with its extreme price-sensitivity and the watchful eye of the purchasing czars, the quality of the relationship has become a key component in how value is defined. Based on his international best-selling books Customers as Partners and Dance Lessons: Six Steps to Great Partnerships in Business and Life, Dr. Chip Bell’s insightful, fresh program provides audiences with provocative, yet practical tools, tips and techniques for building profitable relationships that last.

Go behind the scenes in those organizations renowned for inventive and imaginative service and you will find leaders with exceptional practices and special competencies. These courageous leaders understand the culture and leader-follower relationships that are most suited for resourcefulness in delivering value-unique experiences that awe, not just wow. Leadership is an echo that best resonates in a setting of responsible freedom, compelling cause, supportive connections, infectious curiosity and affirming excellence. Dr. Bell’s riveting keynote uses profiles of successful innovation leaders who foster frontline ingenuity and nurture opportunities for breakthroughs and discoveries. Based on his best-selling book, Take Their Breath Away, this powerful presentation leaves audiences with fresh insights and clear instructions on ways to stimulate, nurture and cultivate innovative service.

If ten years ago you had invested $100 in a fund made up of the most customer-centric companies in the U.S. (according to the American Customer Satisfaction Index), your investment today would be worth over $650.  Additionally, operations that put their customers in the center of their planning and execution attract the best employees and retain the best customers. They are repeatedly listed on Fortune magazine's “100 Best Companies to Work For.”  Chip Bell has worked with many of the most customer-centric operations—Ritz-Carlton Hotels, USAA, AMEX, Marriott, Harley-Davidson—and shares the secrets of what makes them so successful.  This provocative and powerful keynote can be tailored for first-line supervisors to senior executives.  It provides the insights and tools for creating experiences that turn satisfied customers into loyal advocates.

George Blankenship (Exclusively WSB)

Learn how to equip your company and deliver what your customers most want and need as George Blankenship conveys animated stories of challenge, strategy and demonstrated results. How far do you need to go to change the way people think and act? With 30 years of strategy, retail and real estate experience, the former Tesla and Apple executive believes in order to develop brand loyalty and earn the trust of customers, companies must first dedicate themselves to understanding the customer experience. Blankenship captivates audiences and energizes them with the tools they need to remove barriers to innovation, deliver outstanding customer experiences, and create a culture of service excellence. His high-energy presentation inspires audiences to rethink the challenges that face consumers in a modern market and develop groundbreaking, consumer-centric strategies that will transform and elevate organizations into global icons.

Showing 1 - 10 of 61 speeches.
Previous Page
of 7 Next Page
Refine Your Results By:

Customer Relationships/Loyalty
  • Achievement - Business
  • Achievement - Personal
  • American Politics
  • Arts & Entertainment
  • Big Data
  • Branding
  • Business Growth/Strategy/Trends
  • Change: Living with It
  • Change: Managing/Leading It
  • Communication Skills
  • Consumer Trends
  • Corporate Culture
  • Corporate Governance
  • Corporate Social Responsibility
  • Courage
  • Creativity
  • Current Events
  • Customer Relationships/Loyalty
  • Cyber Security
  • Design
  • Diversity
  • Economic Forecast
  • Education
  • Election Forecast/Analysis
  • Emerging Markets
  • Environmental Issues
  • Ethics
  • Family Relationships
  • Financial Markets
  • Global Economy
  • Global Trade
  • Government Regulation
  • Health Care Economics and News
  • Health Care Policy
  • Health Care Science
  • Human Resource Issues
  • Information Technology
  • Infrastructure
  • Innovation
  • Inspiring Lives
  • Investing/Personal Finance
  • Leadership
  • Marketing
  • Media and Journalism
  • Motivation
  • Negotiation
  • Overcoming Obstacles and Challenges
  • Patriotism
  • Peak Performance
  • Personal Growth
  • Philanthropy
  • Risk Management
  • Sales Skills and Motivation
  • Science
  • Social Media/New Media
  • Sustainability
  • Teamwork
  • Transportation
  • Women's Issues
  • Workforce Issues

Select a Type
  • Athlete
  • Author
  • Celebrity
  • Economist
  • Entrepreneur
  • Extreme Athletes
  • Female
  • Futurist
  • Male
  • Media
  • Military Service
  • NEW Speaker
  • Philanthropist
  • Pollsters
  • TED
  • Top Executives
  • University Professor

Select a Fee Range*
  • $15,000 and Under*
  • $15,001 - $25,000*
  • $25,001 - $40,000*
  • $40,001 and Up*

Select a Way To Connect
  • Advisory Services
  • Breakout Session
  • Full-Day Program
  • Half-Day Program
  • Joint Presentation
  • Keynote Address
  • Panel
  • WSBCustomVideo
  • WSBPromoVideo
  • WSBWebEvents

Select a Specialty
  • 15k & Under
  • For After Dinner
  • For Associations
  • For Board Meetings/Exec. Briefings
  • For Celebrity Spokesperson
  • For Commencement
  • For Community Lecture Programs
  • For Conference Closers/Openers
  • For Corporations
  • For Facing Challenge
  • For Fund-Raisers
  • For Global Events
  • For Government Audiences
  • For High Achievers
  • For High Energy Speakers
  • For Institutional Investors
  • For International Audiences
  • For New Managers
  • For On Campus
  • For Senior Management Groups
  • For Spouse Programs
  • For Technology Novices
  • For The Service Industry
  • For Women’s Events
  • To Motivate Sales Professionals

Select a Location
  • California
  • Connecticut
  • Florida
  • Georgia
  • Illinois
  • Maryland
  • Massachusetts
  • Minnesota
  • New York
  • North Carolina
  • Ontario
  • Tennessee
  • Texas
  • Virginia
  • Washington, D.C.
Search Within Your Results:

* Fees vary based on event location.

Start a New Search: