Following is a basic list of topics, all of which address the internal and/or external customer experience. Each speaking engagement is custom-built, focusing on the specific culture, industry and established goals and objectives of the client. There is no one-size-fits-all program; therefore, the topics can be mixed and matched, revised and altered. Depending on the length of session, from one hour to all day, I recommend which area(s) can be included and the depth to which the given topic(s) are covered. One challenge I pose to ALL audiences is, “Does your WHY bring the WOW?”
Mission Statement: More than Words on a Wall: What do mission statements and core values have to do with the customer experience? Everything! Far too often, though, mission statements and core values are no more than words on a fancy wall hanging displayed for everyone to see. During our time together we learn the importance of a well-defined mission statement and core values and how they are connected to the customer experience, internal and external. The participants will be challenged to find their connection and to live it out in their daily interactions, making it come alive through action and purpose. This topic is typically incorporated with The Red Carpet Experience, Solution Minded Communication or Passing the Baton, Relay Style.
Passing The Baton, Relay Style: Have you observed a participant of a relay event pass the baton but then leave the race to go home, back to class, or shopping? I haven't. However, I have observed that same analogy play out in business far more often than it needs to -- passing the baton of responsibility and then walking away. What if your team environment handled the passing of the baton like those in a relay event: cheering, encouraging and following their team to a strong finish? The internal environment would look a lot different and would be more productive and fun! This topic addresses the vital role that everyone plays and how much more effective and successful they are when they work together and focus on a smooth hand-off as opposed to a baton drop. How one handles the drop in business is critical to the overall success or failure of the team environment, too. I address the baton drop and ways to handle it with class and a team-minded approach. As Vince Lombardi once said, “Individuals play the game, but teams win championships.”
Solution Minded Communication: According to a recent SIS International Research study, a business with 100 employees spends an average of 17 hours of downtime per week to clarify communication, which translates to $528,443 annually! If that does not grab your attention, what if I told you that poor communication is also the #1 reason for low morale? There are a myriad of ways we communicate today: email, phone, text, verbal, written letter, Facebook, Twitter. It takes a concerted effort, lots of practice, and sometimes a little humble pie to communicate effectively. During this session, we address both verbal and non-verbal communication and ways to make it solution-minded, effective and a WOW in the team and customer experience.
The Red Carpet Experience: Think of a time when an employee or company went above and beyond to really provide that WOW experience. How did it make you feel? Like you were wearing a sign on your forehead that read ‘MMFI’ (Make Me Feel Important) or that they saw you as a writer of their paycheck? With competition at an all time high, customer loyalty at an all time low, and the almighty dollar more difficult to come by, it is without question that now is the best time to focus on the Red Carpet Experience! Together we look at ways to deliver that memorable experience, creating loyal and long-lasting client relationships. (Mini PayDay candy bars are provided for groups of 100 or less. This helps reinforce and drive home who the true writers of our paychecks are -- the customers!)
DISC, A Behavioral Assessment Program: Have you ever met someone you didn’t connect with? Have you ever experienced misunderstandings? When talking with others, does it sometimes feel like you’re talking two different languages? These situations are all too common in relationships. It is not our differences that create conflict, but rather our lack of understanding. During this session, participants learn to understand themselves and others better, improve communication and conflict resolution, increase morale and leadership effectiveness, gain appreciation and understanding of each style (Dominance, Influence, Steadiness and Compliance) and thereby create a stronger bottom line.
Generational Understanding: Understanding generational traits and value systems is important to a successful experience for both the internal and external customer. For example, one generation demonstrates this trait: ‘We will spend 40 million in the next year on goods and services for our children. Many of our purchases will be online. We are the single largest economic group in the US.’ Knowing which generation this statistic represents could be beneficial to your marketing efforts. This topic also helps the participants better know how they can work alongside multiple generations, communicate effectively with each, and how to work more efficiently with their target audience and team. This topic is typically incorporated with The Red Carpet Experience, Solution Minded Communication, Passing the Baton, Relay Style or DISC, A Behavioral Assessment Program.
Mission Statement: More than Words on a Wall: What do mission statements and core values have to do with the customer experience? Everything! Far too often, though, mission statements and core values are no more than words on a fancy wall hanging displayed for everyone to see. During our time together we learn the importance of a well-defined mission statement and core values and how they are connected to the customer experience, internal and external. The participants will be challenged to find their connection and to live it out in their daily interactions, making it come alive through action and purpose. This topic is typically incorporated with The Red Carpet Experience, Solution Minded Communication or Passing the Baton, Relay Style.
Passing The Baton, Relay Style: Have you observed a participant of a relay event pass the baton but then leave the race to go home, back to class, or shopping? I haven't. However, I have observed that same analogy play out in business far more often than it needs to -- passing the baton of responsibility and then walking away. What if your team environment handled the passing of the baton like those in a relay event: cheering, encouraging and following their team to a strong finish? The internal environment would look a lot different and would be more productive and fun! This topic addresses the vital role that everyone plays and how much more effective and successful they are when they work together and focus on a smooth hand-off as opposed to a baton drop. How one handles the drop in business is critical to the overall success or failure of the team environment, too. I address the baton drop and ways to handle it with class and a team-minded approach. As Vince Lombardi once said, “Individuals play the game, but teams win championships.”
Solution Minded Communication: According to a recent SIS International Research study, a business with 100 employees spends an average of 17 hours of downtime per week to clarify communication, which translates to $528,443 annually! If that does not grab your attention, what if I told you that poor communication is also the #1 reason for low morale? There are a myriad of ways we communicate today: email, phone, text, verbal, written letter, Facebook, Twitter. It takes a concerted effort, lots of practice, and sometimes a little humble pie to communicate effectively. During this session, we address both verbal and non-verbal communication and ways to make it solution-minded, effective and a WOW in the team and customer experience.
The Red Carpet Experience: Think of a time when an employee or company went above and beyond to really provide that WOW experience. How did it make you feel? Like you were wearing a sign on your forehead that read ‘MMFI’ (Make Me Feel Important) or that they saw you as a writer of their paycheck? With competition at an all time high, customer loyalty at an all time low, and the almighty dollar more difficult to come by, it is without question that now is the best time to focus on the Red Carpet Experience! Together we look at ways to deliver that memorable experience, creating loyal and long-lasting client relationships. (Mini PayDay candy bars are provided for groups of 100 or less. This helps reinforce and drive home who the true writers of our paychecks are -- the customers!)
DISC, A Behavioral Assessment Program: Have you ever met someone you didn’t connect with? Have you ever experienced misunderstandings? When talking with others, does it sometimes feel like you’re talking two different languages? These situations are all too common in relationships. It is not our differences that create conflict, but rather our lack of understanding. During this session, participants learn to understand themselves and others better, improve communication and conflict resolution, increase morale and leadership effectiveness, gain appreciation and understanding of each style (Dominance, Influence, Steadiness and Compliance) and thereby create a stronger bottom line.
Generational Understanding: Understanding generational traits and value systems is important to a successful experience for both the internal and external customer. For example, one generation demonstrates this trait: ‘We will spend 40 million in the next year on goods and services for our children. Many of our purchases will be online. We are the single largest economic group in the US.’ Knowing which generation this statistic represents could be beneficial to your marketing efforts. This topic also helps the participants better know how they can work alongside multiple generations, communicate effectively with each, and how to work more efficiently with their target audience and team. This topic is typically incorporated with The Red Carpet Experience, Solution Minded Communication, Passing the Baton, Relay Style or DISC, A Behavioral Assessment Program.
Questions? Please contact us at 402-525-4254 or email staceysell@ymail.com.
