Customer Service
Mark Sanborn
International Speaker and Best-selling Author of 8 Books on Leadership Development and Team Building.
About
-
Mark talks about how leaders can lead best with clarity, intention and consistent action.
-
Audiences leave with specific advice on three essential areas of focus for leaders in today's world - culture, inspiration and emotion - and the tools to create powerful changes within their organizations.
-
Mark Sanborn has been called one of the top leadership experts by GlobalGurus.org. He is also a best-selling author and a member of the the Speakers Hall of Fame.
-
Past clients include: Costco, Enterprise Rent-a-Car, FedEx, Harley-Davidson, Cisco, KPMG, Morton’s of Chicago, New York Life, RE/MAX, ServiceMaster, ESPN, GM, IBM, Avnet, Sandvik and John Deere.
Mark Sanborn is the president of Sanborn & Associates, Inc., an idea lab for leadership development and turning the ordinary into the extraordinary. Mark is an international best-selling author and noted expert on leadership, team building, customer service and change. GlobalGurus.org lists Mark as one of the top leadership experts in the world.
Mark has given over 2,600 presentations in every state and 14 countries. He has authored eight books and more than two dozen videos and audio training programs. His programs are taught by Crestcom International in 90 countries and he is an adjunct professor at the University of Memphis.
Mark’s book, The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary Into the Extraordinary is an international best-seller and was on the New York Times, Business Week and Wall Street Journal best-seller lists. His other books include 1) You Don’t Need a Title to be a Leader: How Anyone, Anywhere Can Make a Positive Difference, 2) The Encore Effect: How to Achieve Remarkable Performance in Anything You Do, 3) Up, Down or Sideways: How to Succeed When Times are Good, Bad or In Between, 4) Fred 2.0: New Ideas on How to Keep Delivering Extraordinary Results and 5) The Potential Principle: A Proven System for Closing the Gap Between How Good You Are and How Good You Could Be and his newest 6) The Intention Imperative: 3 Essential Changes That Will Make You a Successful Leader Today (anticipated release, Oct 2019).
Mark is a member of the Speaker Hall of Fame, a member of the exclusive Speakers Roundtable representing 20 of the top speakers in the country today and a past president of the National Speakers Association.
Mark’s list of clients includes Costco, Enterprise Rent-a-Car, FedEx, Harley-Davidson, Cisco, KPMG, Morton’s of Chicago, New York Life, RE/MAX, ServiceMaster, ESPN, GM, IBM, Avnet, Sandvik and John Deere.
“We each know how good we have become,” Mark says, “but none of us knows how good we can be. One of the most exciting opportunities we get each day is to pursue our potential.” Mark Sanborn challenges his audiences with this message and provides insights for extraordinary living.
He lives in Highlands Ranch, Colorado with his wife Darla and sons Hunter and Jackson.
Ken Schmidt
Authentic Leadership and Customer Loyalty Expert; Senior Role in Harley-Davidson Turnaround; and Author, Make Some Noise: The Unconventional Road to Dominance
About
It’s an impersonal world, where so many products and services are seen as easily-replaced, indistinct commodities. Whether you stand out or get lost in the crowd is a choice. A mindset. Ken Schmidt faced those same challenges himself and gained acclaim for his role in the extraordinary turnaround of the legendary Harley-Davidson Motor Company. That transformation was based on a change in mindset and a focus on answering three key strategic questions. While times have changed, what humans want and need from the businesses they buy from and work for hasn’t.
In his high-energy speeches, Ken inspires companies and individuals to shift their thinking and ride a path to success by becoming memorable – not for what they do or what they make, but for how they connect with people.
Ken is author of Make Some Noise: The Unconventional Road to Dominance. He’s also host of the Tailgating with Geniuses podcast and co-founder of Torque Sessions Leadership Training. In all of his endeavors, Ken brings an unconventional perspective that helps organizations and individuals reframe how they engage with their marketplace.
Ken Schmidt’s career in the motorcycle industry began in 1985 as a specialist in corporate positioning and media relations for the then-struggling Harley-Davidson. He was tasked with helping the company restore its image, improve its competitiveness, and create demand for its motorcycles. Within a few short years, sales of Harley-Davidson motorcycles skyrocketed, and the company returned to prominence as one of the most respected, profitable, and frequently reported-on companies in the world.
In 1990, Ken became director of Harley-Davidson’s corporate and financial communications, serving as its primary spokesperson to the media and the financial communities. He frequently appeared in mainstream and business media to offer insights on nontraditional communications, customer attraction, and brand-building. His expertise and success at Harley-Davidson ultimately led to consulting assignments and speaking invitations from all over the world.
In 1997, Ken left Harley-Davidson to take an ownership position with a highly successful Chicago-based marketing firm, VSA Partners. In addition to Harley-Davidson, VSA served a virtual who’s who of the world’s best-known brands. In 1999, he sold his portion of VSA to start his own business, Ken Schmidt Company, to combine two of his greatest passions, motorcycling and speaking. He uses motorcycles as a metaphor to expose people to proven ideas and concepts they’ve likely never imagined.
After all he has accomplished, Ken remains committed to his philosophy of standing out, taking risks, and having fun in both his personal and professional life. He says, “Never do what’s expected, make yourself as noticeably different as possible, and have a lot more fun than you’re supposed to.”
Ross Shafer
Emmy Award-Winning Network Talk Show Host, Best-selling Author, and Hilarious Change Expert
About
-
Ross talks about how professional and personal success follows from one's commitment to being accountable--when we are the architect of our own life, we will have more time, money and happiness.
-
Audiences learn that they can no longer blame “government regulation,” “the economy” or “the competition” – or “changes in management" -- for their discontent. Focus on what you can control. Personal growth and opportunity always emerge from realizing that nobody cares more about your career and success than YOU do. Be accountable – and you won’t have to wait for anybody to elevate your position in work and life.
-
6-time Emmy Award Winning TV host, comedian, and writer; Author of 9 Business Books & Entrepreneur
-
Past clients include: ACE Hardware, Aflac, Hilton Hotels, Hyundai, iPipeline
Click Here to Watch Ross' Virtual Presentation
Six-Time Emmy Award-Winning Comedian, Network TV Host and Best-Selling Business Author of 10 Books on Reinvention and Resilience.
With more than 35 years of experience in show business and media, the six-time Emmy Award-winning comedian, writer, and former network TV host Ross Shafer is also a man who simultaneously began his business career at the age of 21. He subsequently rescued 23 different companies from bankruptcy and resold them.
Ross’s peculiar combination of experience led to his writing (10) popular business books (Nobody Moved Your Cheese, The Customer Shouts Back, Grab More Market Share, Customer Empathy, Are You Relevant? Absolutely Necessary, Behave Like a Startup, Success: It’s on You, No More Customer Friction, and his latest (2021) book on resilience, titled RATTLED).
Ross has spoken and consulted for 3,000+ clients including Apple, Microsoft, Chrysler, Adobe, MetLife, Hyundai, Hilton Worldwide, AT&T, Marriott, FedEx, and Toyota to name a few. His unique insights on raising customer scores became a game changer when he dismissed the notion of “WOW-ing the Customer.” Instead, he blamed low scores on the devastating impact of the POW moments (customer gut-punches by your failures). According to Ross’s research and client case studies, POWs can erase the WOW effect and cause customers to abandon a business forever. Ross believes, “The pandemic taught us we don’t have to over-delight everyone. We just need to make fewer blunders. Don’t disappoint customers and your customer scores will soar.” Ross Shafer offers entertaining and eye-opening perspectives for individuals and organizations to achieve resilience by paying attention to the evolving influences around them.
About
Stan Slap is renowned for achieving maximum commitment in manager, employee and customer cultures—-the three groups that decide the success of any business. When these groups form relationships with a company they become cultures and are far more self-protective, far more intelligent and far more resistant to standard methods of corporate influence.
“Culture” is the most overused yet often least understood concept in business. SLAP’s renowned expertise is in understanding how these three cultures actually work and how to achieve their maximum commitment.
Stan is also the New York Times bestselling author of Bury My Heart at Conference Room B and Under the Hood, which mine the path to Manager and Employee commitment, respectively. Stay tuned for Stan’s third book, The Hungry and the Hunted, which sheds much needed light on how to activate your Customer Culture.
Dennis Snow
Disney University Teaching Alum and Speaker on Creating Magical Customer Experiences
About
Dennis Snow's customer service abilities were honed over 20 years with the Walt Disney World Company. It was there that he developed his passion for service excellence and the experience he brings to the worldwide speaking and consulting he does today.
He began his Disney career in 1979 as a front-line attractions operator. As he advanced through the company, Dennis managed various operating areas throughout the park - learning and applying the skills it takes to run a world-class, service-driven organization.
Dennis launched a division of the Disney Institute responsible for consulting with some of the world's largest companies including ExxonMobil, AT&T, General Motors and Coca Cola. During this time, he presented to audiences in diverse locations around the world, such as South Africa, Australia, Mexico, England and Argentina. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100%.
He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. While there, he coordinated the Disney Traditions program which is universally recognized as a benchmark in corporate training. In his last year with Walt Disney World, Dennis' leadership performance was ranked in the top 3% of the company's leadership team.
Today, Dennis is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. Some of his clients include American Express, Johns Hopkins Medicine, ExxonMobil, and Nationwide.
His articles appear in numerous industry publications - and he is a featured guest expert on customer service on several business news-talk radio shows. He is author of the book, Unleashing Excellence: The Complete Guide to Ultimate Customer Service, which has been used in organizations around the world as a blueprint for organizational excellence. His next book was Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life.
Andrew Sobel
Leading Strategist on Building and Developing Business Relationships
About
Andrew Sobel is the leading authority on the strategies and skills required to earn lifelong client loyalty and build trusted client partnerships. The most widely published author in the world on this topic, he has written four acclaimed, best-selling books on business relationships: Power Questions, All for One, Making Rain, and Clients for Life. His newest book, Power Questions shows how to use powerful, thought-provoking questions to win new business, build relationships - and influence others. He has also published over 100 articles and contributed chapters to four books on leadership, strategy, and marketing. All for One was voted one of the top 10 sales and marketing books of the decade by a major marketing publication.
Andrew has worked more than 30 years as both a strategy advisor to senior management - and an executive educator and coach. Many of the world`s leading companies number among Andrew`s clients. These include established public companies such as Citigroup, WPP, Xerox, Experian, Hess, Cognizant, UBS, and Lloyds Banking Group; and also many privately held professional service firms, including Booz Allen Hamilton, Towers Watson, Bain & Company, Booz & Company, Spencer Stuart, Fulbright & Jaworski, Ernst & Young, Deloitte - and many others.
His articles and work have been featured in a variety of publications including USA Today, The New York Times, Business Week, the Harvard Business Review, Strategy+Business, and Advertising Age - and he has appeared on numerous television programs such as ABC`s World News This Morning and the Fox Strategy Room. One of his articles, "The Beatles Principles," was featured in major newspapers and media in over 20 countries around the world.
A former Senior Vice President and Country Managing Director with Gemini Consulting (formerly the MAC Group), Andrew lived and worked in Europe for 13 years and speaks four languages. He graduated from Middlebury College with honours and earned his MBA from Dartmouth`s Tuck School. He is President of Andrew Sobel Advisors and Executive Director of the Client Leadership Forum - a best practices consortium of international services firms.
Tommy Spaulding
Leadership consultant and speaker on driving success through communication and relationships.
About
Tommy Spaulding is President of the Spaulding Companies Corporation, a national leadership development, speaking, training, consulting, and executive coaching organization. A world-renowned speaker on leadership, Tommy Spaulding has spoken to hundreds of organizations, associations, educational institutions, and corporations around the globe. His first book, It’s Not Just Who You Know :Transform Your Life and Your Organization by Turning Colleagues and Contacts into Lasting, Genuine Relationships, published by Random House in 2010, is a New York Times, Wall Street Journal and USA Today national bestseller.
Tommy’s new book, The Heart-Led Leader: How Living and Leading from the Heart Will Change Your Organization and Your Life, published by Penguin Random House in October, 2015 is a New York Times and #1 Wall Street Journal national bestseller. In The Heart-Led Leader, Spaulding discusses the 18 Inch Journey which is the distance from your head to your heart.
Spaulding rose to become the youngest president and CEO of the world-renowned leadership organization, Up with People (2005-2008). Up with People is a global education organization which aims to bring the world together through service and music. The unique combination of international travel, service learning, leadership development and performing arts offers students an unparalleled experience and a pathway to make a difference in the world, one community at a time.
In 2000, Tommy Spaulding founded Leader’s Challenge, which grew to become the largest high school civic and leadership program in the state of Colorado. He is also the founder & president of the National Leadership Academy, a leading national non-profit leadership development organization. Previously, Spaulding was the Business Partner Sales Manager at IBM/Lotus Development and a member of the Japan Exchange and Teaching (JET) program.
Spaulding received a BA in Political Science from East Carolina University (1992); an MBA from Bond University in Australia (1998), where he was a Rotary Ambassadorial Scholar; and an MA in Non- Profit Management from Regis University (2005). In 2007, Spaulding received an Honorary PhD in Humanities from the Art Institute of Colorado. In 2002, he received the Denver Business Journal’s “Forty under 40 Award.”
In 2006, Spaulding was awarded East Carolina University’s “Outstanding Alumni Award,” the highest distinction awarded to an alumnus of the university. In 2009, he was appointed the university’s first “Leader in Residence.” In September 2012, Spaulding was named by Meetings & Conventions Magazine as one of the Best Keynote Speakers in the nation.
Robert Spector
Author of The Nordstrom Way, Leading Expert on Customer & Employee Experience
About
-
Robert talks about how companies and organizations can recreate the success of retail powerhouses like Nordstrom and Amazon by focusing on customer experience.
-
Audiences leave with valuable lessons and insights into the world's most successful retail brands including how to innovate and adapt to stay ahead of the competition, and leverage customer experience for an outstanding culture for consumers and employees.
-
Robert Spector is an author and regular contributor to The New York Times and The Wall Street Journal, and included in the “100 Best Keynote Speakers” by DataBird Research Journal, as well as “World's Top 30 Customer Service Professionals” by Global Gurus Research.
-
Past clients include: Pfizer, Charles Schwab, J.D. Power, McKesson and Starwood Hotels and Resorts.
Robert Spector is one of America’s leading experts on customer experience and employee experience.
He is author of the business book classic The Nordstrom Way: The Inside Story of America’s Number One Customer Service Company. BusinessWeek says, “For anyone looking to understand customer service at its best, this book bubbles with insights.” The all-new Third Edition is The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture, which Forbes magazine selected as “Top Business Book of 2017”.
Robert gives entertaining keynotes to a vast array of companies, organizations, trade associations, conventions, corporate retreats, governmental agencies, non-profits, and special meetings in 27 countries. His keynote sets the stage for creating, encouraging, and maintaining a superior customer experience built on a non-negotiable set of core cultural values. By steadfastly encouraging and employing those values, which are built on trust and respect, your organization will:
- Cultivate a culture dedicated to customer experience excellence
- Support, recognize and reward the achievements of the people on your teams
- Improve communication and collaboration at every level
- Generate a better ROI on leadership, mentoring, and employee-orientation programs
- Earn the enduring loyalty of team members, customers, partners and vendors through trust and respect, which are the foundation of long-term relationships
- Continually innovate and adapt in order to stay ahead of your competition
- Encourage having fun and giving back to your community
- Become the Nordstrom of your industry
He is included in the “100 Best Keynote Speakers” by DataBird Research Journal, as well as “World's Top 30 Customer Service Professionals” by Global Gurus Research.
His other books include Amazon.com: Get Big Fast - The Definitive Story of the Company, which has been translated into 18 languages, and The Mom & Pop Store: True Stories from the Heart of America, a memoir of practical customer service lessons learned working in his immigrant family’s butcher shop.
Robert contributes articles to many publications, including The New York Times and The Wall Street Journal. He is a guest on national and local television, radio and podcasts, and is quoted in publications throughout the world.
He is currently working on a new book, The Seattle Effect, which explains the customer-focused strategies of Seattle-based icons Nordstrom, Amazon, Starbucks, Costco, Boeing, Microsoft, REI, and Pearl Jam.
Mike Staver
Published Author, Leadership Expert and The Architect of Training Magazine’s #1 Training Program in the World
About
Mike Staver is an expert on leadership. You, like most people, hear a lot about leadership. You get to see examples of it (or the lack of it) - every day from the news to politics to your community, family and work. What is leadership? What is a leader’s primary job? How do leaders lead in a way that gets results while creating a great place to work? Sifting through the theory, information and experience of leadership is what coach and leadership expert Mike Staver has dedicated the last 30+ years to. A preferred tagline of Mike's, to leverage his clients in progressive development is - "Build Culture; Develop Your People; Grow Your Business."
Unlike many coaches and speakers - Mike takes noisy, often complex, leadership content and makes it immediately useful, digestible and entertaining. That combination has influenced over 200,000 people in ways that not only transforms thinking and action - but improves results. His counter-intuitive perspective and his story telling style combined with an entertaining delivery - makes the often challenging realities of work and life easier to absorb, hear and adjust to.
In his busy coaching practice, Mike encourages people to carefully and fully examine how their leadership is deeply personal and completely attainable if they are focussed and aware of who they are, what they believe - and how they influence (or should influence) others. His message is grounded in the belief that leadership is about influence - regardless of position, title or power. Understanding and applying that increases performance quickly and thoroughly.
Companies like Federal Express, Miracle Ear, Leading Real Estate Companies of the World, Mayo Clinic, Allstate - and many more have repeatedly invited him to contribute to the development of their leaders.
Mike has a bachelor’s degree in Business Administration, a Masters in Counseling Psychology - and is a Certified Speaking Professional. He has conducted industry-specific research on the traits that make leaders thrive - and has had those findings built into a one of a kind national leadership certification. Some of Mike's work was recently ranked #1 by Training Magazine on their 2018 Training Top 125 list, which recognizes organizations with the most successful learning and development programs in the world.
There’s more, but frankly…. while all of that took a lot of work - the real work has been hard earned over the last 30 years in the trenches of businesses from health care to high-end security and guiding clients through a multitude of business struggles. Mike has seen it all - has taken those experiences and used them to help others build better lives and careers.
Hamish Taylor
Award-winning CEO and Global Keynote Speaker on Entrenching the Customer in the Heart of All Activities by Creating The Customer Promise
About
Hamish Taylor has a CV that the Times describes as “takes some beating.” His energetic, thought-provoking and humorous keynotes are based on a rare combination of real stories - and a fantastic ability to inspire audiences with tailored advice and practical tools. Regularly featured in broadcast media, today Hamish acts as an advisor to some of the world’s largest companies (and even Governments) - assisting with specific innovation projects, customer focus and/or people leadership.
Hamish is an award-winning CEO whose career has taken him from the international consumer goods giant Procter & Gamble, consultancy firm Price Waterhouse and British Airways - to become CEO of the channel tunnel railway Eurostar, and then CEO of Sainsbury’s Bank… all before he was 40! In all cases, he left behind a record of significant business growth triggered by a willingness to challenge the normal way of doing things - so much so that his advice and assistance is now sought by organizations all over the world in many different industries.
As the self appointed “chief dumming down officer” in each of his roles, his approach is simple - but highly effective in delivering breakthroughs.
- The first thing that has to change is the way you look at your customers (both internal and external) - if you look at your customers the same way, you will get the same answers and keep doing the same things
- Secondly, you need to use your customer insights to create a new leadership tool - a simple “customer promise” as a platform for ALL future activity that puts customer benefit at the heart. Your customer doesn’t care about what you do, but about how they benefit as a result of what you do - so use this as your key purpose
- Thirdly, you must look to other environments and industries if you want breakthrough ideas - for product, service, process, leadership and much more. The Inspired Leaders Network dubbed Hamish the “Master thief” due to his track record in this area
- Concentrate your major energy on changing the way you engage with the team that will deliver the customer promise
Hamish’s keynotes will demonstrate the major breakthroughs that can be achieved by changing your approach. Hamish’s message can be tailored to a variety of topics and levels within an organization.
- 1
- 2