Topic: Customer Satisfaction

Keeping Customers Happy for LIFE!

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Presenter: Don Hutson, CSP, CPAE

  • Developing Customer Centric Service Strategies
  • Wow your Customers – Performing Customer Service Miracles!
  • How to provide EXTREME customer care
  • Meeting & Exceeding the 10 New Consumer Service Demands
  • Building & Developing your own USP – Personal Branding

What Great Salespeople Do

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Presenter: Denise Lee Yohn

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If you’re worried about how the role of sales and selling is changing, you need to know what the best salespeople do to succeed in this new business environment.

Brand expert Denise Lee Yohn shows you that great salespeople do what great brands do. She explains how to innovate — not imitate, how to create extraordinary experiences that embody your brand, and how to cultivate strong, emotional connections with customers. She’ll inspire the audience to engage with clients in new ways that cut out competitors and create long-term business success.

Your franchisees will learn:

– Why a new sales approach is needed now more than ever

– The seven actions all great salespeople take to win more valuable customer relationships

– How the best salespeople operate as brand evangelists to create long-term success

Standout Fearless Customer Service

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Presenter: Connie Podesta, CSP, CPAE

Customer Service Solutions Like You’ve Never Heard Before! 

Demanding customers?  No problem! Tired customers?  Let us take care of you for a change! Connie Podesta is fearless when it comes to delivering “Rock-Your-World” franchise customer service. If your goal is to have customers who absolutely RAVE about you to everyone they know, then you’ve come to the right place. Connie Podesta is the #1 Standout Customer Service Speaker of choice for franchise systems who are seriously interested in being the talk of the town by raving fans. 

Great customer service is:

  • More about listening to what customers are not saying, than what they are saying.
  • More about feeling confident that you can handle whatever happens, than expecting things to go wrong.
  • More about the ability to “play the part” of a happy, courteous person on a bad day, than bringing your problems to the table.
  • More about seeing the big picture: if the customers don’t come back—YOU don’t have a job!, than always having to be right.
  • More about learning how to handle difficult people so you can take positive ACTION, rather than REACTING before thinking it through.
  • More about the relationship than about the product or price.
  • More about how you view yourself than how you view the customer. 

Expert in the psychology of human behavior, and award-winning author and motivational speaker, Connie Podesta uses laugh-out-loud humor, great insights and a captivating personality to literally take you into the mind of the customer.  Imagine how much easier your job would be if you understood why people say what they say and do what they do.  Book Connie today so she can help you lead the way in your market area—with a continuously building fan club of customers in your corner. 

Connie customizes every talk to integrate your company’s culture, goals and message.  There’s no one better for creating an event that has people on the edge of their seat, engaged, entertained and eager to adopt positive, powerful change into their career and lives.

Drive-Thru Excellence

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Presenter: TJ Schier

Managers and/or franchisees will learn what it takes to put the ‘service’ (and sales) back into this valuable part of the business. Benchmark against the best and learn not only what the successful chains are doing in the area of technology to enhance speed and accuracy, but more importantly over 20 operational enhancements you can begin using right away. The session is customized to your company’s needs and focus so you can implement the ideas immediately to build sales and profits!

Performance Excellence – The Employee Factor

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Presenter: Dennis Snow, CSP

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The number one reason that customers become disenchanted with an organization is because of employees’ attitudes of indifference. This program is designed to change that. In order to motivate excellence, organizations must “engage the heart” of employees. When this happens, customers can see it, hear it and feel it in every interaction with an organization. 

Attendees will discover:

  • Ways to identify employee behaviors that align with the organization’s mission
  • Employee selection, training and communication processes that reflect the organization’s values
  • Internal processes that support and engrain customer service-oriented behaviors

Moving Service From Extra Ordinary to Extraordinary

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Presenter: TJ Schier

Guests today want ‘serve-us’, not ‘service’. The payoff? Highly satisfied guests who become an unstoppable marketing force. You will leave with numerous strategies to drive sales and guest loyalty by: 

  • Creating Hospitality at every guest ‘sizzle’ point
  • Hidden systems to ensure consistency across the brand
  • The success formula
  • Situational Selling Skills
  • Motivating the team to deliver every shift, every guest.
  • Your guests will be leaving saying, ‘Now That’s Service!’ 

This session is ideal for any type of restaurant as well as retail, supermarket and personal service companies.

S.M.A.R.T. Guide to Effective Foodservice Operations

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Presenter: TJ Schier

Why do some restaurants thrive while others struggle to improve sales and profits and constantly battling employee turnover? Those who thrive work S.M.A.R.T.! Based on 25 key principles tried and tested over the past decade in numerous restaurant environments including T.J.’s own restaurants, this session will help any manager or franchisee improve operations, sales and profits by learning to operate S.M.A.R.T-er! The session will be highly customized to your brand to ensure attendees leave with simple, easy-to-execute tactics to help them make more money and for your brand to become more consistent!

No More Excuses – Why Do Some Succeed While Others Fail?

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Presenter: Sam Silverstein, CSP

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Success Starts with Accountability

For over 30 years, Sam Silverstein has led thriving companies, selling upwards of $100 million in products and services. He has witnessed successful people fail, and seen underdogs triumph. He has distilled his invaluable experiences and observations into a message companies need now more than ever.

Sam presents the four phases of accountability and the five critical, but often overlooked, ways to be proactively accountable. Sam shows how to increase success and significance in business and in life, and will challenge your group to take an honest look at themselves. Attendees discover what important road-blocks are keeping them from achieving their goals. Application of Sam’s principles improves leadership, increases sales and improves customer service. By simply creating a culture of accountability organizations, grow stronger.

“No More Excuses” has been hailed by planners as “the perfect message at the perfect time.” As an opening presentation, it becomes a powerful touchstone for audience members and sets the tone for personal accountability for the remainder of the event. As the conference closing message, attendees internalize the significance of accountability in the post-event “real” world.

  • Motivation / Inspiration
    Accountability is the catalyst to achieve previously unattainable goals and experience unprecedented success.

  • Sales / Customer Service
    Accountability is today’s competitive advantage to reclaim market share and win the heart of a hyper-discerning consumer.
  • Leadership / Teamwork
    Accountability encourages top-down transparency, and builds trust in a fragile and turbulent workplace

Why WAIT to be GREAT in the SERVICE INDUSTRY!

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Presenter: Terry Hawkins, CSP

Why WAIT to be GREAT in the SERVICE INDUSTRY!

Get a Service Makeover with the expert – Terry Hawkins is a pioneer in creating service systems and processes that give your franchisees the edge. She sets the benchmark for success. 

The end domino in any franchise is the customer – what we do prior to, during and after that interaction will determine our success – or not!  Most franchisees would believe that they give customer satisfaction – yet 67% of their customers don’t come back simply because they are satisfied. When franchisees understand the buying influences and what lies at the heart of the service industry, they will see their results soar. Terry Hawkins does not just deliver words – her methods are proven and she has the results after supporting hundreds and hundreds of franchisees in breaking through what stands between them and a thriving service business. 

In this action packed, fun filled session, Terry Hawkins will share her powerful insights into the service industry demonstrating the blocks that prevent franchisees from creating the results they want from their business. She will challenge their existing thinking and have them look at their business, and life, in a different way.  This is a “how to” session that gives actual ‘To Do’ lists and ideas to show franchisees how they can put “more bang in their buck” to improve the bottom line.

 

S.M.A.R.T. Guide to Building a Successful Franchised Business

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Presenter: TJ Schier

Learn proven business tactics from franchisee, author and speaker T.J. Schier to make your business ‘S.M.A.R.T.-er’. TJ will customize the session based off learnings from his business to reinforce key objectives you want your franchisees to hear: service, sales, employee retention, brand consistency, training, selection, measurement and attraction…just to name a few. Want a better franchise system? Teach the teams to work S.M.A.R.T.!

S.M.A.R.T. Guide to Recruiting & Selection

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Presenter: TJ Schier

Why do some business get great employees while others struggle? The hiring process has far-reaching impacts on your service, turnover and overall finances. The seminar includes key insights into the hiring process, attracting talent, effective interviewing and assessment that will help you building a winning team at the hourly and frontline level.

Delivering World-Class Customer Service

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Presenter: Dennis Snow, CSP

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Customers have more choices than ever, with the result that most products and services are increasingly seen as commodities. So, in today’s market, what can an organization do to stand out from the crowd? Differentiating your service is the key to attracting and retaining customers – while driving bottom line results. More than ever customers are focused on value – what you can do that other organizations cannot or will not do. Customers want to know that you are focused on earning their ongoing loyalty. 

Based on his 20-years with the Walt Disney World Company along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for creating a service-driven culture. This program will provide you with strategic tools that can be used to raise the bar of service throughout your organization, resulting in “walk-through-fire” customer loyalty. 

Participants will learn: 

  • Approaches that help your employees move from a task mindset to an experience
  • A process for ensuring that your organization’s “backstage” environment never impacts the “onstage” customer experience.
  • Four specific strategies for wowing customers every time.
  • A mechanism for ensuring that your organization’s processes are designed through the “lens of the customer.”

Be All In – Getting to 100%

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Presenter: Craig Zablocki

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Franchises that are thriving are able to develop a culture of ownership, engagement, and fun. A recent Gallup Poll stated that 70% of employees in the US are disengaged at work.  Of those, 20% are “roaming the halls spreading discontent.”  Most of us are holding back from total engagement, but once we see the benefits of being “All in” and learn ways to cultivate that in our employees, the magic starts to happen and success is the result.

Think Big – Act Big

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Presenter: Craig Zablocki

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What does it mean for franchisees to Think Big? What does it mean for them to Act Big? What holds them back from a bigger perspective and bold action? In this keynote, Craig shows how to celebrate our victories, challenge our complacency, and live life in a BIG way. We’ve all heard the saying that mountains are climbed one step at a time – and the way to a BIG victory is one step at a time.  Be ready to learn (actually Un-Learn), laugh, and up your game both personally and professionally.

The Intelligence of Fun

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Presenter: Craig Zablocki

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It is a proven fact that a culture of fun increases productivity, motivation, and employee engagement. This keynote is guaranteed to leave participants laughing while teaching them how to create a culture of fun and creativity that strengthens morale and increases productivity. People do business with franchises that are fun and have great customer service, where employees really care about the customer experience. Get ready to laugh while learning about The Intelligence of Fun.

Radical Leadership: A New Era for Today’s Organizations

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Presenter: Craig Zablocki

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As a franchise, great leadership is paramount. There are most likely franchisees that are awesome leaders and some that are not.  What are the true distinctions between the two?  Experience the difference between a purposeful leader and a personality leader, and see how true leaders serve others versus pleasing them.  If your franchisees could be more powerful leaders, this program will deliver.

Embracing Change

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Presenter: Craig Zablocki

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We hear it all the time – change is inevitable.  As franchisors and franchisees the struggle is that we often spend so much time resisting change.  Through it all we complain and moan and talk about the “good old days” as if that really helps.  What if your franchisees could actually be excited about change from “the get-go” with an attitude of “bring it on!”  This program will help franchises become successful by embracing change with passion and 100% commitment.

Magnetic – Turning Your Franchise Into A Customer Magnet

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Presenter: Joe Calloway, CSP, CPAE

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Magnetic: Turning Your Franchise Into A Customer Magnet is about how to build your business based on a customer-centric strategy. This strategy shows you how to focus on high return activities that generate positive word-of-mouth, the key to attracting new customers. Leverage the power of simplicity, and clarity to get everyone in your organization focused on creating consistently excellent customer experiences that generate customer satisfaction and grow the business.

“What your customers think and say about you is the most powerful force in influencing new customers to do business with you.” – Joe Calloway

We used to want satisfied customers. Then we realized that we needed loyal customers. Today your customers must be advocates for your business. This session gives you simple, powerful, actionable strategies that you can implement immediately to make that happen. These are ideas that fire people up and motivate them to go back and take immediate action to improve performance and results with customers.

You will learn and take back…

  • How to get clarity on maximizing customer satisfaction.
  • How to use a fundamental business attraction strategy throughout the entire organization.
  • How to simplify how you think about your business and avoid over-complicating things.
  • How to avoid the trap of distractions and focus on what truly matters most to customers.
  • How to “filter” your choices and activities so that you always achieve maximum positive impact with customers.
  • How to use simple, powerful “tie-breakers” to make all the difference in performance and results. 

Magnetic – The Art Of Attracting Business isn’t a “lecture” with a mind-numbing powerpoint. Magnetic is a dynamic, interactive program – a motivating, thought-provoking exchange of ideas that will give your people a renewed energy and enthusiasm for doing those things that get your customers to help you grow your business.

Do what the best companies in the world – large and small – do to not only create, but sustain and grow success in the marketplace. Be intentional, strategic, and tactically focused on knowing exactly what to do that will make you a magnet for new customers and business growth.

The Go-Giver Way: Influence, Success & Profit

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Presenter: Bob Burg

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How a subtle shift in focus helps your franchisees to provide exceptional value, expand their influence and dramatically increase their income.

Based on Bob’s international bestseller, The Go-Giver, this inspiring and principle-based program teaches the Five Laws of Stratospheric Success and how they can be utilized to dramatically increase effectiveness both personally and professionally.

Go-Givers Sell More

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Presenter: Bob Burg

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This program takes the Five Laws of Stratospheric Success and applies them specifically to the selling process. Bob will help your franchisees redefine how they view the selling profession and realize the amount of money they make is directly proportional to the number of people they serve and how well they serve them.

Ultimate Influence: Lead Better, Sell More and Get the Results You Desire

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Presenter: Bob Burg

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Whether in terms of leading a team or as part of the sales process, Influence is the ability to move people to a desired action. When done correctly, everyone benefits and feels genuinely good about the results.

In this program, utilizing his Five Principles of Ultimate Influence™, Bob shares his strategies for accomplishing this in a very predictable fashion. No “quick-fix” techniques that resemble verbal Ju-Jitsu, these are simple yet highly effective methods of communication and persuasion that result in a win for all concerned.

Behavioral Selling Skills – Developing an Unfair Advantage!

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Presenter: Lisa Bouchard

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Most sales professionals know their product and the selling process. Where they don’t have the advantage is fully understanding the people – what motivates, drives, and influences individual customers to sign on the dotted line. Sales competencies are important but how a salesperson applies them largely determines their effectiveness. The ability to understand and adapt their behavior to that of a customer is a key differentiator between an average and a great salesperson.

Utilizing 20+ years’ experience of applying DISC methodology to business and their personalized profile, this session gives participants an in-depth understanding of their personal selling style, both the strengths and limitations. Studies have validated that “people buy from people they like” and participants learn a proven and easy-to-apply behavioral identification method that helps them to instantly connect with customers, form stronger relationships, and close more sales. They will also distinguish behaviors that frustrate customers and have them buy elsewhere. 

Key skills learned are:

  • Knowing their primary style and how it might get in the way of successful selling
  • Quickly reading the customer’s buying style
  • Understanding the “style match” and likelihood of a successful interaction
  • Adapting their approach based on the customer’s key needs
  • Turning around their most challenging customer

Your sales professionals will leave this session with personal insights and skills to powerfully influence and close customers!

Customer Service – Now You’re Speaking Their Language!

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Presenter: Lisa Bouchard

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We all know that customers are the lifeblood of any organization. Did you know that 82% of customers that leave a company to go to another one do so because they are unhappy with the service they received? And studies have shown that, depending on the industry, increasing your customer retention rate by 5% can increase business profits by 25% to 125%.

The reasons for unhappy customers are as varied as the people complaining. Yet, many employees in customer service tackle all problems with the same approach. Excellent customer service starts with speaking a “language” that each customer finds engaging.

Utilizing 20+ years’ experience of applying DISC methodology to business and their personalized profile, this session gives participants an in-depth understanding of their behavioral style, both the strengths and limitations. They also learn a proven and easy-to-apply behavioral identification method that helps them instantly connect with customers, form stronger relationships, and better serve them. They will also distinguish behaviors that frustrate customers and have them buy elsewhere. Key skills learned are:

Key skills learned are:

  • Knowing their primary style and how it might get in the way of excellent customer service
  • Understanding within minutes of meeting a customer what they value and what they dislike
  • Understanding the “style match” with detailed behavioral scenarios and the likelihood of a successful interaction
  • Adapting their approach based on the customer’s key needs
  • Turning around their most challenging customer

Participants leave with the knowledge and skills to quickly and effectively adapt their approach to help create loyal, raving customers.

The Easiest Business You’ll Ever Get. One Word – Referrals

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Presenter: Alice Heiman

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“Customers who give referrals become more loyal.”

There are statistics that tell us that 80% of satisfied buyers would give a referral if asked. This is great news. Here’s the problem. There is another statistic that tells us that satisfied buyers are only asked for a referral 4% of the time. Big disconnect. I will cover when and how to ask for referrals using my 5-step referral process. You’ll discover how to build referrals into a main source of business for your company.

Change: Change Works

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Presenter: Lisa Ford, CSP, CPAE

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Everyone is aware of the pressures of this fast changing world. Some people are able to adapt a little faster and easier to this new environment. Learning the right strategies and attitudes can help the individual and organization embrace change successfully. This speech will help people understand their fears around change, why resistance exists and how to overcome it. The strategies covered are common sense ones that encourage people to take responsibility to make change work. This presentation will also discuss how to get staff to make needed changes. The goal is for the audience to understand that flexibility and adaptability are key success strategies for the future of their career and the organization.

Create A Customer-Focused Team

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Presenter: Lisa Ford, CSP, CPAE

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Face it–front-line customer service is a tough job. One of the biggest challenges is keeping your team inspired and motivated every day. Learn what works when it comes to inspiring exceptional service and creating loyal customers. This session will cover the environment you must create to encourage a strong, involved team, your role in modeling the right behavior and the strategies to maintain the right service attitude. Other hands-on information includes how to train a staff that’s emotionally equipped to handle front-line intensity, what to discuss at team meetings to keep the momentum, and managing today’s generation of team members.

Customer Focused Culture: Why Customer Service is NOT Enough

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Presenter: Lisa Ford, CSP, CPAE

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This is a presentation on why customer service alone will not lead to long term survival. Everyone has read the books, many businesses have pledged fidelity to its customers but few have implemented actions that match their attitude. And most efforts are faint hearted, gimmicky or off the mark. Today’s organization must focus on customer satisfaction and retention with renewed energy. This speech is a combination of content, examples and motivation. The challenge is to get customers to love your products, services and people. Lisa relates statistics, strategies and stories so the audience leaves with skills and the desire to win and keep customers.

Customers as Partners: Build Loyalty and Repeat Business

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Presenter: Lisa Ford, CSP, CPAE

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Customer retention must be a key strategy for your business. Keeping customers means increased profits. This session is about creating partnerships to get customers to love you and to continue to choose you. People will learn why retention is smart business by determining the cost of losing a customer and how to find out why customers leave or love you. Lisa will share strategies on how to build partnerships, create complaint handling systems so you can capture customer complaints, build recover skills, and how to use guarantees to add value. Other ideas include how to empower employees and align the entire organization to focus on retention. This session is packed with tools and examples of what companies are doing to keep their customers.

Exceptional Customer Service

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Presenter: Lisa Ford, CSP, CPAE

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Your employees and their customer service skills may be the only thing that differentiates you from the competition. This seminar is for front-line employees who do the daily demanding job of serving more sophisticated and educated customers. The skills of employees must constantly be updated to meet customer’s expectations. Lisa delivers hands-on techniques that employees can use immediately. The content is combined with examples and humor so employees have a chance to laugh and learn. Audiences will learn – how to calm down an angry customer, listen to uncover customer’s needs, recover from a problem the organization created and win the customer back, handle conflicting needs of customers and keep enthusiasm and an attitude of “customers first” all day. This seminar is based on Lisa’s best-selling video series, “How to Give Exceptional Customer Service”.

Extraordinary Experiences: How to Win Customers’ Hearts and Dollars

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Presenter: Denise Lee Yohn

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How do some companies break through the clutter; compete with bigger, better-resourced competitors; and manage to grow and thrive when so many others fail? They earn customer love and loyalty through extraordinary experiences. Denise gives you the complete blueprint for creatively designing and consistently delivering customer experiences that win over customers for life. Learn how to get the edge that everyone else wants and excel at customer experience.

Stop Green-Washing…Start Making a Difference

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Presenter: Denise Lee Yohn

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Today’s consumers expect companies to have an overall beneficial impact on society — and they want them to do more than write checks or make charitable donations.

Business advisor Denise Lee Yohn introduces a 5-step process that will help you develop social efforts that resonate with your customers, employees, investors, communities, and beyond.

Learn how to become a force for positive change while enhancing your customer appeal and long-term competitiveness.

Brand Leadership

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Presenter: Denise Lee Yohn

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You know how great brands dominate their fields. You experience it every time you pay a premium for a certain type of jeans, or see a line of people camping out to catch the newest smart phone release.

Brand expert Denise Lee Yohn shows you how to achieve rock star brand status.

Drawing from case studies, analyses, and interviews with brand leaders from the world’s leading brands, she shows you what great brands do and how to achieve the kind of brand leadership that everyone — from customers to employees to investors — wants a piece of.

Simple Strategies for Building a Powerful Franchise Brand

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Presenter: Gerry O’Brion

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Great franchise brands are built on the front lines with every customer interaction.  The lowest paid employees can have the biggest impact on your brand – and on your sales!  They should be your best marketing tool.  Are they?

Gerry’s presentation, “On the Front Lines” will give your franchisees the knowledge and tools to grow their franchise business while building a powerful brand.  They’ll learn the formula used by the most successful franchise concepts to increase guest frequency and retention.  They’ll gain insights about hiring and motivating millennial employees – turning them into your best brand-builders.

Inspire your franchisees to be the best they can be.  Get them excited about their critical role in building a powerhouse brand.  Whether you need increased compliance, improved execution, more engaged local marketing, or better customer service, this presentation will motivate your franchisees to take their game to the next level.

This keynote is perfect for franchisors and franchisees looking to maximize their sales growth and build a powerful brand.

Simple Strategies for Hiring, Motivating, and Marketing to Millennials

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Presenter: Gerry O’Brion

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Who are these Millennials and what do they want?  How do I attract them without alienating my older customers?  Learn the similarities and differences between the generations, and strategies that you can use to stay relevant across age groups.  Success takes a different approach today than it did five, ten or twenty years ago.  Businesses with longevity have honed the ability to navigate change.  Learn strategies to navigate the next generation of employees and customers.

This presentation answers three critical questions about the generations – who they are, what they want, and what you can do about it.  You’ll learn ideas you can implement now to attract cross-generational guests and turn them into vocal advocates, and gain strategies for hiring and motivating Millennials. 

Internal Marketing: Creating Raving Fans that Market for You through Killer Customer Service

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Presenter: Todd Woods

The words “customer service” have become so cliché and overused to a point that awesome customer service has become a lost art. The fact is, excellent customer service can be one of the most effective, least expensive, powerful ways to grow your business. Since he wrote “the book” on customer service, Woods gives powerful examples and real stories backed by the six key ingredients for a great service experience. Too many companies don’t understand this concept enough. Todd teaches to work from the inside out. Marketing within the four walls first, then bring other customers in through other marketing.

Be The Best At What Matters Most – The Only Strategy You’ll Ever Need

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Presenter: Joe Calloway, CSP, CPAE

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“We’re making it way more complicated than it needs to be.” –  Says pretty much everyone!

Be The Best At What Matters Most is an interactive keynote that gets people thinking about what’s really important, what their priorities should be, and what actually drives results in today’s marketplace. Struggling companies will say “This business is really, really complicated,” while market leaders say “You know, at the end of the day, this is really a pretty simple business.” No, it’s really not rocket science. Success isn’t easy, but it’s not complicated.

When you focus on creating value for customers, it cleans out the noise, brings a team together, and drives positive results.

You will learn and take back…

  • How to get your thinking “clean enough” to make things simple – and then move mountains.
  • How to use strategies that top performers use to keep moving forward and relentlessly improving.
  • How to avoid success-killing complacency and “we’ve got it all figured out.”
  • How to avoid the traps of “wow” distractions and focus on what truly matters most to customers.
  • How to leverage the greatest differentiator of all: action.

Be prepared to participate! Be The Best At What Matters Most gets people involved and actively engaged with ideas that they can put to work immediately to improve performance and drive results. You’ll look at your business with new eyes and see opportunities that you’ve never seen before.

Accelerating Accessibility: Strategies for Engaging the Connected Consumer

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Presenter: Seth Mattison

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We’re witnessing the greatest fundamental shift the world has ever seen in the way we organize, collaborate, connect, and contribute. Whether it’s empowered clients connecting with your brand in new ways or engaged employees amplifying their voices, the walls that have divided us are crumbling down.  Leading this evolution is a new generation disrupting every industry and market segment they occupy. Digitally charged and hyper-connected, they are rewriting the rules of engagement. In response to this dynamic shift, a new ethos and view of the world will be required by brands today – one more human, authentic, and accessible to all.  

Leading this evolution is a new generation disrupting every industry and market segment they occupy. Digitally charged and hyper-connected, they are rewriting the rules of engagement. In response to this dynamic shift, a new ethos and view of the world will be required by brands today – one more human, authentic, and accessible to all.  In this session, Seth will bring to life this new-networked view of the world. He’ll offer new insights, best practice recommendations, and actionable tools to foster long-term loyalty and brand preference amongst the next generation of consumers.

In this session, Seth will bring to life this new-networked view of the world. He’ll offer new insights, best practice recommendations, and actionable tools to foster long-term loyalty and brand preference amongst the next generation of consumers.

Crafting the Customer Experience for People Not Like You

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Presenter: Kelly McDonald

How To Delight & Engage the Customers Your Competitors Don’t Understand

This session will show how franchise owners, brands and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. 

 KEY POINTS: 

  • Learn the latest techniques that innovative companies are using today to train their staff to deliver exceptional customer service.
  • Best practices among leading companies and brands will be reviewed.
  • Learn how to listen for what a customer wants, not just what he/she may ask for.
  • Learn key insights into delivering terrific customer service to the Hispanic customer. Specific strategies and tactics will be discussed as well as Do’s and Don’ts. 
  • Specific strategies and tactics will be discussed as well as Do’s and Don’ts. 

 

How to Connect with Others, Regardless of Age, Wage or Lifestage

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Presenter: Kelly McDonald

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It’s getting harder and harder to connect with others because there are so many barriers to connection. Technology is our friend, but also our enemy as we have more and more ways to filter out the information and communication we don’t want. So in order to connect with someone, you must learn to tap into relevant beliefs, values or habits. And that can be hard to do when someone is different from you. 

 KEY POINTS:

  • Participants will learn key market segmentations and the values associated with each to better understand customers and coworkers.
  • Special attention will be focused upon key generational segments, African-American, Asian and Hispanic consumers and the importance of relating to different cultures.
  • Attendees will learn about the Four Levels of Acculturation. Best practices from other franchise organizations and specific strategies will be shared to illustrate how you can better connect with others who are different from you. 
  • Best practices from other franchise organizations and specific strategies will be shared to illustrate how you can better connect with others who are different from you. 

 

 

The New Demographics & How They Affect Your Business, Today & Tomorrow

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Presenter: Kelly McDonald

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Now, more than ever, it’s imperative that you understand the changing demographics of the communities and groups you serve. How can you best serve a local community or organization if you don’t know what your community looks like today? This presentation will focus on why changing demographics and diversity are business opportunities and how these changes affect your franchise today and tomorrow. 

KEY POINTS:

  • The four biggest findings from the 2010 Census and what they mean for your franchise right now.
  • Key market segmentations and the values associated with each to better understand customers and coworkers.
  • The differences between generational segments and how the varying wants and needs of generations impacts the service you provide.
  • Common obstacles will be reviewed in order to avoid communication or service mistakes, both internally and externally. Specific strategies for developing effective diversity initiatives will be reviewed.
  • Specific strategies for developing effective diversity initiatives will be reviewed. Do’s and don’ts will be covered. 

 

Lead, Manage And Inspire Your Team: Communicate, Collaborate…And Connect!

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Presenter: Michelle Ray, CSP

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The most profitable franchisees recognize that enduring success is based on their ability to build outstanding teams and great workplace relationships. They understand that honing exceptional interpersonal skills are a given; that building trust, cooperation, and respect are essential ingredients for a positive, sought-after culture and customer retention.  

When teams are happy, customers are happy. Franchisees are happy! The collective efforts of all lead to increased motivation, high morale, low turnover and customer loyalty. Teams flourish in an atmosphere of camaraderie and respect, ultimately strengthening relationships both internally and externally.  

As franchisees, you have the opportunity to profoundly influence the connection between managers, team members, and customers. When managers and teams collaborate and contribute to the common purpose, passion for their vocation deepens, and the desire to be part of a winning culture escalates.  

During this informative, interactive and highly engaging presentation, your franchisees will leave the session inspired to apply new ideas and strategies to strengthen team dynamics, deepen their appreciation for employees and hone their skills to meaningfully connect with them on an on-going basis. Let it start with you

Expected takeaways for attendees: 

  • Build a teamwork blueprint for long-term effectiveness
  • Apply the power of positive influence with managers and teams alike
  • Learn the essentials to purposefully communicate and connect with staff at all levels
  • Master the art of connection to build trust, teamwork, and loyalty
  • Become a role model for celebrating team diversity and elevate your business success

Take the Lead with your Customers: How to Build a Culture of World Class Service Excellence

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Presenter: Michelle Ray, CSP

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The Customer Service revolution is still in full swing! Due to the instant accessibility of technology, customers are savvier than any other time in history. They continue to be attracted to offerings that are simpler, more efficient and address their immediate needs.  

Today, customers not only are right, they have their collective fingers on the pulse and are a step…or ten… ahead.  

In addition, customers expect nothing less than an outstanding experience during every encounter with each member of your team. The first point of contact can make or break customer relationships within seconds.   

“World Class Service Excellence” offers you a winning strategy to build strong customer relationships. It is up to each one of us to take the lead with every customer, as it is the individual who creates the point of difference in the service experience. Therefore, great service starts with leading ourselves.  

Is your entire team ready to go beyond the extra mile?  

During this informative, interactive and fun presentation, attendees will have the opportunity to refocus, re-energize and be reminded of the value of giving and receiving great service. They will leave the session with greater awareness and intuition regarding the needs of tomorrow’s customers…today. 

Expected takeaways for attendees: 

  • Recharge your attitude to client relationships: They are the reason you are business 
  • Learn the six secrets of customer satisfaction to stay ahead of the curve 
  • Improve your internal client relationships to increase bottom line results 
  • Discover your UVP (Unique Value Proposition) to attract more business 
  • Learn dynamic communication strategies…Master the art of diplomacy with most annoying clients! 
  • Avoid the “cost of loss” …a bad service experience with your organization has immeasurable consequences! 

Killer Customer Service: Trends With Benefits

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Presenter: Daniel Levine

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Is your next customer a hair-trigger away from abandoning your business… forever? What your customer expects from you is increasingly set and shaped outside your industry, which means your customer experience has probably fallen behind. If you don’t know how to meet these mysterious demands – let alone what they even are – your customers will go elsewhere. But it doesn’t have to be that way. In this mind-blowing presentation, Daniel Levine will tear aside the curtain and reveal the new trends and expectations that are raising the bar on customer care. Clearly see the real ways your customers are researching, trying and buying, and discover how the world’s best companies are serving their customers in ways you can replicate – and exceed. While this presentation is inspirational, funny and packed with amazing visuals, the emphasis is on the practical: Daniel will equip you with the real-world tools and strategies you need to surpass customer expectations, stay ahead of the trends, and generally up your game.

What Your Customers Really Want… And How to Give It to Them

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Presenter: Daniel Levine

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Why do some people choose to buy from you… while others choose to go elsewhere? Understanding social trends is a critical part of your sales process and if you want to thrive – and not just survive – you need to be able to pinpoint exactly why your customers do what they do. In this thrilling presentation, global trends expert Daniel Levine will take you on a deep dive to reveal what your customers are actually thinking and feeling. You will discover the real values and attitudes behind why they buy, understand trends that are quickly changing the consumer landscape, and learn from organizations, brands, and products that are embracing trends and change with spectacular results. In the space of an hour, Daniel will arm you with powerful tools your business can use to ride these same trends, attract more customers, and increase sales – in ways your competitors simply can’t. New trends and fresh rules are creating new winners and losers every day. Which will you be?

Sincere Selling: Stop Transacting, Start Connecting

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Presenter: Colette Carlson

In order to make a sale and earn a customer, you must first make a connection.  Wider and deeper relationships lead to increased sales, repeat customers, and powerful referrals. 

As a former national sales trainer who cut her teeth in straight commission sales, Colette will show you how to up your personal connection quotient to maximize relationships, revenue, and results. Engage, persuade, and influence others, while still promoting you and your services honestly, assertively, and authentically by learning how to: 

  • Recognize that connection begins within 
  • Focus on opening the dialogue, rather than closing the sale 
  • Create a Sincere Selling Mindset 
  • Align your thoughts, words, and actions to build trust and confidence 
  • Become an ASK Master to capitalize on your connections

Blink and They’re Gone!

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Presenter: David Avrin, CSP

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Why Today’s Customers are Leaving You for Competitors and How to Win Them Back

More than ever, today’s customers are inundated with good choices. Outdated notions of loyalty and service are ignoring the profound market shift that is driving too many customers to your competitors. So, how do you win their business when patience is short and alternatives are only a short drive or a click away?

In this hard-hitting and entertaining presentation, popular business marketplace expert David Avrin, CSP will shine a light on this monumental shift in buyer behavior and expectation, while showing your team everyone’s role in eliminating barriers, engaging customers, educating prospects and building your brand.

Customer Experience – Increase Your Revenue with a Spirit of Excellence

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Presenter: Simon T. Bailey, MA, CSP, CPAE

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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. 

Brand the Moment – Platinum Service with a Brilliant Touch

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Presenter: Simon T. Bailey, MA, CSP, CPAE

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. 

Stop Selling and Start Connecting

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Presenter: Simon T. Bailey, MA, CSP, CPAE

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The Gallup Organization states that 70 percent of human decision-making is emotional and 30 percent is rational. When buyers emotionally connect with a brand, they buy more, pay a higher margin, and tell others about their experience. It is imperative for sales professionals to stop selling and start connecting. When they sell, that’s a transaction. However, when they connect, a relationship is created for the life of the brand. 

This shift in selling has tremendous upside potential as organizations experience disruptive market forces, a change in client needs, and unseen economic headwinds. Sales professionals who intend to grow market share by acquiring new customers and increasing margins from existing customers must examine their sales edge. 

Upon completion of this session, your sales team will be inspired to: 

  • Shift from selling to live to living to sell by creating a personal brand that attracts new opportunities and establishes credibility in the marketplace;  
  • Shift from telling customers about features and benefits to asking high-grade questions that unearth other potential opportunities; and  
  • Shift from just selling a service to fulfilling the customer’s wants and needs including how to set up internal team members for success by providing a seamless and consistent customer experience. 

think/WOW – Customer Service

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Presenter: Daren Martin, PhD

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Customers don’t want to simply be “cared” for. Customers what to be wowed! Dr. Martin maps out the strategies found in his upcoming book – think/WOW for how you can have a business that results in raving fans and word of mouth promoters. Customer Service is one of the biggest differentiators in today’s economy and can be the single best way to outperform your competitors.  

Takeaways:  

  • Good Wows/Bad Wows 
  • The Power of Yes 
  • Lagniappe 
  • Where Wow Lives 
  • Creative Thinking and Problem Solving 

The Promise Keynote

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Presenter: Jason Hewlett

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Hall of Fame keynote speaker, Jason Hewlett, is all about the Engagement Experience. He delivers a powerfully motivating and inspiring message in a very entertaining way.

  • Why set a goal when you can make a promise? 
  • What promises are you keeping to your clients, your team, your family, yourself? 
  • What promises are you breaking?

Jason Hewlett shows audiences a new perspective on goal setting and the engagement experience. He will demonstrate how to keep The Promise using “I laughed til I cried” humor plus world class music and impersonations. This talk will touch your attendees’ minds and hearts, while providing: 

  • Leadership Promise Skills 
  • Sales Promise Delivery 
  • Work-Life Balance Skills 
  • Customer Service Promise Keeping

The Promise Keynote Takeaways 

Audience (your customers): 

  • Utilizing your signature move with your customers 
  • Aligning your signature move with the mission statement of your organization 
  • TJ the shuttle driver – how to create those types of experiences for your customers 

Family (your team): 

  • Trusting in the abilities and signature moves of your team 
  • Have you given another person on your team the opportunity to excel? 
  • How to take what you’ve learned as a family member at work and do the same at home with those who mean the most to you 

The One (you): 

  • Identifying daily, monthly, yearly goals as a leader at your organization 
  • What is your over-arching promise to your organization as one of their team members?

Generation “Why Not?” Attracting & Uniting Your Big 3 Generations

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Presenter: Brian Carter

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Millennials are here and they’re definitely different… and  uniquely valuable. Do you know how they like to be marketed to, why they buy and what they want in customer service? 

  • How to market, sell and serve each generation to boost the bottom line. 
  • Each generation’s special strengths and skills. 
  • How to come together to form Voltron, creating unbeatably strong and productive intergenerational teams inside your company.

Hack Your Customer’s Brain: Magnetic Brands, Dazzled & Devoted Customers

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Presenter: Brian Carter

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Your customer  wants to love your company. With today’s social tech, customer service tools and data, it’s easier than ever to understand and gratify customers. Many of these powerful tools are surprisingly affordable and simple. Brian shows you how to hack your customer’s brain to: 

  • Discover what’s unique about your best customers and what they love the most. 
  • Apply that to dazzle them and create an infatuation with your brand. 
  • Measurably increase their devotion to your company.

Zombies, Babies & Bacon: What Your Customers Want… That You’re Not Giving Them

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Presenter: Brian Carter

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For a mixed audience of Sales, Marketing, Customer Service, Executives… 

  • Data is changing how we market, sell and serve customers. We can identify our most passionate customer segments and what most excites each. Using this info boosts engagement, sales and loyalty. 
  • PayPal customers love The Walking Dead, so they created a video about PayPal and Zombies. It’s now their most watched, liked and shared video ever. 
  • DirectBuy found its customers were most likely to buy when shown ugly red and brown furniture, not clean white modern furniture. 
  • Carl’s Jr.’s online ads featuring bacon tripled their results, due to how much their customers love bacon. 
  • Based on his forthcoming book, Brian shares more stories and teaches a proven process for maximizing marketing, sales and customer service results. 

Seeking Excellence: The Never Ending Journey

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Presenter: Evan Hackel, CFE

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Every day competition and a changing consumer environment make it harder for companies to succeed.  Successful companies are relentless in their pursuit of excellence, knowing that it’s a never-ending journey. You constantly have to get better to stay ahead of the pack. 

In this keynote address, Evan motivates the audience and excites them about the future. He delivers the keys to creating a culture that is committed to seeking excellence and unwilling to sit back and let the world pass them by.

It’s All About The Customer: Creating A Service Culture That Keeps Customers Coming Back

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Presenter: Scott Greenberg

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Lots of companies compete for the same customers, but most fall short when serving them. They focus on financial transactions rather than on human connections. They repeat the same robotic phrases. They operate without any humanity, missing an opportunity to make an impression. For most businesses, the problem isn’t service that’s bad. It’s service that’s forgettable.

The best businesses provide much more than products and services. They build relationships with customers and offer them an experience with emotional resonance. It’s an encounter they’ll feel, want more of and tell others about. This is how great brands build a following. And it starts with their culture.

If you want to grow your business, grow a customer community. This program will show you how.

Learning Outcomes:

  • Develop a customer-focused business that brings patrons back
  • Learn tools for creating meaningful connections with customers
  • Identify and appeal to the values of your customer base
  • Learn how to get buy-in from employees to provide the highest level of service
  • Improve word-of-mouth and online reviews

Customer Service – Secrets of a Four-Time Olympian

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Presenter: Ruben Gonzalez

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Ruben’s first job in high school was working at Chick-fil-A, where he worked for four year. During that time he was part of a crew that was selected to help train and open other stores. Ruben actually got to spend valuable time with Truett Cathy, the founder of Chick-fil-A. Working at Chick-fil-A was an incredible opportunity to learn about customer service, leadership and teamwork. Ruben went on to work at other restaurants for six years before getting into copier sales. In his customer service presentations Ruben also shares things the different Olympic Villages have done to create an “Olympic Experience” for the athletes. 

 Your people will learn: 

  • How to connect customers in a meaningful way. 
  • How to deliver exceptional service by taking personal responsibility. 
  • How to become creative and proactive in anticipating customer’s needs. 
  • How to create an exceptional experience for customers. 
  • How to achieve maximum positive impact with customers. 
  • How to develop loyal relationships with customers. 

Note: Ruben will tailor his presentation based on your needs, your goals, and the theme of your event. The following titles and topics can be mixed and matched to create the perfect program for your audience. 

Ruben has many hours of material made up of personal Olympic stories and stories of his adventures around the world (climbing mountains, running with the bulls in Pamplona, etc.).  

These stories powerfully illustrate the topics of teamwork, leadership, sales, overcoming challenges, embracing change, customer service, positive attitude and how to achieve more. 

Ruben will always make sure to include stories in his presentation that fit your objectives.

Be the Brand

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Presenter: Steve Yastrow

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Your most powerful marketing happens when employees interact with customers. If every employee can “be the brand” every day, in each of their customer interactions, customers will develop strong, motivating beliefs about your franchise organization. 

Customizable for These Audiences: franchisees, store managers, and front-line employees 

Key Audience Takeaways:

  • Understand how employees impact customer brand impressions
  • Learn how to go beyond customer service to create compelling customer beliefs about your brand
  • Discover the connection between good “brand habits” and powerful, motivating customer experiences across your entire franchise organization
  • Learn ways to develop more engaged and committed employees 

Value to Your Business:

  • Drive revenue and profits
  • Clarify and strengthen your brand
  • Create a more powerful customer experience
  • Increase front-line employee engagement

Brand Harmony: The Connection Between Employees, Customers and Results

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Presenter: Steve Yastrow

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Customers form strong impressions of your brand when all interactions they have with your entire franchise organization blend in harmony to tell one clear, integrated, compelling story. How well is your company creating an experience of brand harmony for your customers? 

Customizable for These Audiences: franchisees, front-line employees, and franchisor marketing and executive teams 

Key Audience Takeaways:

  • Discover how to improve results through a fresh approach to marketing and branding
  • Gain insights into how to refine and communicate your brand story
  • Learn methods to strengthen your brand by creating a seamless, motivating customer experience across your entire franchise organization
  • Understand the value of creating strong employee “brand habits” throughout your franchise organization 

Value to Your Business:

  • Drive revenue and profits
  • Clarify and strengthen your brand
  • Create a more powerful customer experience
  • Improve effectiveness of marketing communications
  • Increase front-line employee engagement

BOOM! Explosive Insights into Generational Marketing and Trending Technologies for Franchisees

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Presenter: Ford Saeks, CSP

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(Focus: Marketing, Customer Diversity, Trends, Generational Influence)  

Each generational group, from millennials to baby boomers, has their own specific characteristics, behaviors, and buying patterns. This has created new opportunities for franchisees to gain a competitive edge. In the race for relevancy, the one-size-fits-all marketing and communication strategy just isn’t very effective.  Avoid the generational landmines that can destroy your business. Discover how you improve your marketing to multi-generational marketplaces, in addition to how you manage multi-generational workforces.  Gain insights into what motivates millennials, Gen X, Gen Y, and Boomers, and how new technologies improve the process. You’ll leave this presentation armed with the tactics to engage the diverse demographics of today’s consumer.

Cherishing Customers; Earning and Maintaining Customer Loyalty

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Presenter: Dean Lindsay

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In these tough economic times, customer service IS the difference between success and failure in any business. Dean believes that customers are: REVENUE, REFERRALS, & REALITY.

In Dean’s innovative and thought provoking Cherishing Customers program, front line staff, managers, franchisees, master franchisees and home office staff receive professional customer service training that helps committed franchise systems.

Solid customer service can be the difference between success and failure. The innovative Cherishing Customers program encourages participants to internalize three power truths about customers while introducing them to the unique and powerful MEND model for Inspiring True Customer Loyalty.

MEND stands for:

Massage the Relationship with Solid Communication

Empathize with The Customer

Never Attack – Keep Cool / Lose the Battle to Win the War

Deliver HUGs – Heartfelt Unexpected Gestures

Packed with valuable tips and group discussion, the Cherishing Customers program is uniquely designed to motivate participants to:

– Implement New Strategies That Inspire Customer Loyalty

– Relate To and Win Over “Challenging” Customers

– Establish a Deeper Understanding of Personal Responsibility in Responding to Customer Needs

– View Customer Feedback (Complaints) as an Inexpensive, Available and Useful Form of Customer Market Data

– Create Customer Advocates by Genuinely Relating to Concerns and Exceeding Expectations

Creating “Moments of Magic”

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Presenter: Shep Hyken, CSP, CPAE

Customer Loyalty, Excellent  Customer Service Customer Relation

These topics and themes are the basis for Shep’s customer service presentations. They focus on how important service is in today’s world. Make your franchise organization a star in your customers’ eyes. Some of the topics in these presentations include Jan Carlzon’s Moments of Truth, Moments of Magic, parallels between selling and service, meeting and exceeding expectations, handling confrontations, building relationships and more. Shep supports all of the concepts with specific “how to’s” that the audience members will want to immediately put into action.

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

Customer Service Training Workshop

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Presenter: Shep Hyken, CSP, CPAE

Shep Hyken has created The Customer Focus, a customer service training workshop that is dedicated to delivering outstanding customer service to both external and internal customers. Shep has a number of professional trainers and facilitators that are “approved” to deliver the program

Focus On the Customer – LIVE!

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Presenter: Shep Hyken, CSP, CPAE

Perhaps your franchise organization has held focus groups where customers are brought into a comfortable environment and asked questions? Imagine taking the focus group live, in front of your organization’s executives, sales people, etc. Shep Hyken will host and facilitate a focus group in front of your audience. Shep will learn specific information about your business and industry, learn about your customers, and develop questions to ask them. But most importantly, Shep will open the session up for questions from the audience. Your people will be able to ask these customers virtually any questions they have ever wanted to ask – no holds barred! Shep encourages participation and keeps the program moving with high energy and his own brand of humor. (You might say this is a cross between Phil Donahue and Jay Leno!)

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

Business Growth Innovation: Helping Franchisees Attract Customers and Make More Money!

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Presenter: Ford Saeks, CSP

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(Focus: Marketing, Sales, Customer Loyalty, Personal Accountability for Success)

Getting more customers, increasing the average transaction, and encouraging repeat sales are the goals of every business. Buyer behaviors are changing. The way your prospects make decisions on who to do business with is influenced by instant access to customer reviews, social proof and word-of-mouth referrals.  Ford will reveal the five keys to improve customer engagement that help you keep your sales pipeline full and shorten your sales cycles. You’ll discover how to increase foot traffic into local stores, attract qualified prospects to your website, and create a “buying culture” that works with any budget or business model. Franchisees will leave with fresh insights and action-steps that you can implement immediately to build trust & credibility that leads to increased revenues now and into the future.

Internal Customer Service

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Presenter: Shep Hyken, CSP, CPAE

This is important to every employee of any business – from upper management to front line employees: Customer service is not a department; It is a philosophy that includes every employee of the best franchise organizations. Everyone has customers! Some of the areas discussed include the concept of the internal customer, management’s responsibility to model behavior, and building better relationships at work. The front line may service, sell and have the most contact with the “outside” customer, but the internal people serve everyone else in the organization. Servicing and treating fellow employees like customers will have a direct, positive effect on your organization’s customer service/satisfaction program. Teamwork concepts can also be brought into this program.

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

Rick Lewis’ Speaking Topics

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Presenter: Rick Lewis

For any given organization or event Rick can target his keynote to focus on one, several, or all of the organizational benefits named below. Each organizational virtue results from the rule breaking model which Rick details in his book, 7 Rules You Were Born to Break.

Communication
When being authentic is supported in any organizational setting over the need to fit in, communication channels open while misunderstandings and conflict decrease.

Innovation
When an organization’s members are supported and encouraged to take chances and engage reasonable risks rather than focusing on avoiding mistakes, innovation can occur.

Teamwork
When individuals are willing to ask for help, overcoming the rule of independence, then teamwork becomes a possibility within a group.

Productivity
When the determination to achieve and reach goals is stronger than the need to remain comfortable, productivity results.

Accountability
Workers who accept their significance within an organization bring accountability to their group and transcend the 5th rule, pretending we don’t matter.

Leadership
When building relationships is valued over the desire to force compliance from others and to stay in control, exceptional leadership emerges.

Integrity
When leaders are willing to risk their approval rating instead of being run by the need to be popular, the integrity of the organization’s vision can be preserved and realized.

Social Influence for Franchisees: How to Connect, Engage and Convert on a Local Level!

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Presenter: Ford Saeks, CSP

(Focus: Customer Retention, Building Trust and Credibility, Reputation Management, Social Media for Local Businesses)

Discover easy ways to leverage social media for your business in less than an hour per week.  This presentation isn’t about technology, it’s about communication and how you can stay relevant while encouraging first-time and repeat sales.  This program provides a blueprint for franchisees to increase visibility, connect with customers, and gain a competitive edge. You’ll get simple strategies that you can use on a local level to build relationships, attract top talent, uncover new opportunities, enhance customer service, and increase customer retention.  Find out how to build trust & credibility with social media websites that are best for your local business. You’ll love this fast-paced and interactive presentation where Ford demystifies these new mediums as they relate to franchisees in the new economy.  

The Amazement Revolution

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Presenter: Shep Hyken, CSP, CPAE

Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience

Shep’s latest book has turned into one of his most requested speeches. The Amazement Revolution is the culture that can drive any franchise organization – from one employee to tens of thousands – to focus completely on delivering an amazing customer experience. Shep’s simplistic concept of Customer Amazement is about being better than average, all of the time. The speech builds on some of Shep’s time tested concepts and adds new strategies and techniques.

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

The Cult of the Customer

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Presenter: Shep Hyken, CSP, CPAE

Create an Amazing Customer Experience that Turns Satisfied Customers Into Customer Evangelists

This presentation is based on Shep’s Wall Street Journal bestselling book of the same name. This speech will take your audience through the five “cults,” or phases, that all franchise organizations must go through to create an experience that turns your satisfied customers into customer evangelists. The audience will be introduced to a concept that leads both customers and employees through five

distinct cultural phases – from “uncertainty” to “amazement.” Beyond the concept, Shep shares specific strategies that the audience will be able to implement immediately.

Please note that all of Shep’s speeches are customized. He works with you to understand your audience, your theme and your goals for the presentation. The following titles and concepts can be mixed and matched to create the perfect program for your audience.

“We”: Create Profitable Customer Relationships

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Presenter: Steve Yastrow

Franchisors icon Great for Franchisors Franchisees icon Great for Franchisees

What differentiates you more in a customer’s mind, your products, your services or your relationship? When your customer believes they are in a “We” relationship with you, they will be more engaged with and loyal to you. 

Customizable for These Audiences: franchisees and their salespeople, front-line employees, franchisor sales teams, and franchise relations staff 

Key Audience Takeaways:

  • Understand that relationships are far more differentiating than products or services
  • Learn the concept of creating relationship-building encounters instead of relationship-eroding transactions
  • Explore how to create ongoing conversations with customers that nurture meaningful, loyal and profitable customer relationships 

Value to Your Business:

  • Increase revenue per customer
  • Increase customer loyalty and reduce customer attrition
  • Improve employees’ ability to engage customers in encounters