Showing 31–58 of 58 results
A Powerful Customer-Experience, Sales and Leadership Motivator and Dynamic Presenter who Ignites his Audiences into Action
Michael Hoffman is President of Igniting Performance. A Dallas-based company that specializes in the skills of sales, leadership and customer loyalty. Over the last 20+ years, Michael has delivered professional speaking engagements and customized training to organizations across this country and abroad.
With a highly interactive style, Michael's unique delivery cements his expertise in the minds of his attendees - to ignite the tactics and techniques necessary to OWN their jobs "on purpose" with an attitude of OWN IT-ship and professionalism. Michael uses his rich background to drive home his message that business is and will always be about "people". "How we approach our customers both internal and external will set us apart from all our competition."
Effective training combines the right informational tools with the right amount of motivation. Motivation alone is fleeting, but the right tools with-out motivation are lifeless... He provides both - therefore, getting results that matter. His highly contagious passion for business has earned him the loyalty of many repeat customers such as Bank of Montreal, Aflac, ALLTEL, KRLD Radio, Ericsson, SYSCO Foods, Dryers Grand Ice Cream, Comcast, and many, many more.
In today’s tough economy, cutting prices and providing good service aren’t enough. To be truly successful - innovative businesspeople must learn the art of Positively Outrageous Service (POS). Michael is co-author of Positively Outrageous Service, 3rd edition (along with T. Scott Gross & Andrew Szabo).
Professional Speaker to the world, Husband to the Perfect One, Fatherman to the Fabulous Four, Papa to the Amazing Grand Trio and lover of the laugh!... Ok… and eater of the doughnut.
Branding and innovation expert, author of Radical Careering, one of advertising’s most celebrated thinkers.
Sally Hogshead is a Hall of Fame speaker, international author, and the world's leading expert on fascination. Growing up with the last name Hogshead would give anyone an unconventional point of view. After graduating from Duke University and starting in advertising, Sally was named
the most successful junior copywriter of all time. At age 27 she opened her first agency, and went on to conquer the worlds of branding and marketing.
Over the past decade, Sally's research has uncovered surprising trends. In today's distracted world, people have a 9-second attention span. With only 9
seconds to communicate value, we must use our advantages to immediately break through. Sally teaches how to break through the distraction and competition by creating moments of intense focus.
When you fascinate a customer or employee, you create exciting moments of connection. Your listener is far more likely to remember and value you.
In her research, Sally has measured over 100,000 people to identify a scientific approach to personal branding.
A few findings in Sally's research:
- Your personality uses identifiable patterns of persuasion
- When you fascinate customers, they're more likely to trust and respect you
- Fascinating brands can charge up to 4x more than commodity brands
- Companies that fascinate employees have higher productivity
- Women will spend more to be fascinating than they spend on food and clothes combined ($338/month)
Rather than measuring how you see the world, Sally measures how the world sees you.
Sally's first book was Radical Careering: 100 Truths to Jumpstart Your Job, Your Career, and Your Life. She toured the country as a spokesperson for CareerBuilder.com, teaching how to apply strengths at work.
Her next book, FASCINATE, was published around the globe, earning Sally a frequent spotlight in major media including Today Show and the New York Times. The press describes Sally as a
marketing icon who has
changed the face of North American advertising.
In 2013, HarperCollins will publish Sally's new book, How The World Sees You: From First Impressions to Lasting Value.
Few keynote speakers blend a research-based message with the high-energy delivery required to inspire big audiences. Sally is a 2012 recipient of the coveted
CPAE award for lifetime achievement in speaking excellence. Recent clients include Intel, Cisco, Million Dollar Round Table, GE, New York Life, YPO, and Intuit. Her audiences ranging from Fortune 500 CEOs to entrepreneurs in Saudi Arabia.
Author, Global Trust Expert, and Speaker on Leadership, Customer Service, Innovation and Sales
David Horsager, MA, CSP, CPAE is the CEO of Trust Edge Leadership Institute, national best-selling author of The Trust Edge, inventor of the Enterprise Trust Index™, and director of one of the nation’s foremost trust studies: The Trust Outlook™. David is a leading authority on leadership, customer service, innovation and sales.
His work has been featured in prominent publications such as Fast Company, Forbes, The Huffington Post and The Wall Street Journal. David has advised leaders and delivered life-changing presentations on six continents, with audiences ranging everywhere from FedEx, Toyota and global governments to the New York Yankees and the Department of Homeland Security.
Certified Sales Professional (CSP), Author and Sales Leadership Speaker.
Mark Hunter, “The Sales Hunter,” believes that sales is without a doubt the greatest profession. There is nothing I enjoy more than helping others be successful. It’s why I enjoy delivering a keynote speech to help companies develop a prospecting strategy.
The reason I enjoy sales so much is I never set out to have a career in sales. If it had not been for the Seattle Police Department and their habit of giving me tickets, there is little chance I would have wound up in sales. Yes, you’re eager to know more details, but we’ll save that for another day or a keynote speech.
The first 15+ years of my sales career, I was fortunate enough to work for three Fortune 200 companies in both sales leadership and marketing positions. My career was wired for growth, and during those 15 years, I rose through the organizations to command senior positions, leading hundreds of salespeople.
It was the experience of my corporate positions, combined with the shortcomings I saw in salespeople, that led me to become a sales speaker - and having done so I’ve been able to work with thousands of salespeople and sales leaders.
All of this experience - and yes, I am still learning today - has put me in a position to develop a methodology that salespeople and companies around the world use. The greatest satisfaction I receive is hearing months later from a person with whom I worked who shares that I made a huge positive impact on their selling skills.
After years of working with companies and salespeople, I felt it was time to write my first book, High-Profit Selling: Win the Sale Without Compromising on Price, which released in 2012. My second book, High-Profit Prospecting, digs even deeper into the vital role that prospecting plays in sales success. A key piece of both books is my firm commitment to show others that by targeting better prospects, it is possible to close more deals at a higher price.
With two great books and proven sales methodologies, I travel much of the time, typically in excess of 200 days per year, not only in the United States, but globally as well. A few of the clients I work with include Salesforce, Lenovo, Mattel, Kawasaki and more.
All of this travel and the level of keynote speaking I do has allowed me to share the stage and get to know such greats as Seth Godin, Tony Robbins, Arianna Huffington, Simon Sinek and others. Even bigger is the partnership I have with three others who are seen as fellow sales experts - Jeb Blount, Mike Weinberg and Anthony Iannarino. I count it a privilege to work with each of these people and share with them strategies that create success.
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. He is also the creator of The Customer Focus™, a customer service training program which helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!)
In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express – and that’s just a few of the A’s!
Speaker on Leadership and Co-author of Absolute Honesty: Building a Corporate Culture that Values Straight Talk and Rewards Integrity.
For over thirty years Larry Johnson has helped organizations build more productive and profitable working cultures through the development of strong leaders and dedicated employees. Larry delivers fresh insights and practical
how to's for change, retaining customers, honesty in business and developing effective work relationships. He is an engaging, insightful speaker who can help your audience raise productivity, reduce employee turnover and increase customer satisfaction – and he’s really funny too.
Since 1986, Larry has presented to more than 2,500 audiences - having received rave reviews from more than 150,000 business, government, and health-care professionals - in every state in the Union, as well as in Great Britain, Hong Kong, Malaysia, Indonesia, Central America and Australia. Larry was the #1 ranked speaker at the Inc. Magazine Workforce 2000 Conference. He has been invited to speak at eight International Customer Service Association Conferences.
Larry is the co-author of ABSOLUTE HONESTY: Building a Corporate Culture That Values Straight Talk And Rewards Integrity, published by the American Management Association. Some of his clients include Harley-Davidson Motor Company, Nordstrom Department Stores, American Express, United States Telecom Association, JP Morgan Chase Bank, Lloyds of London, and Tektronix.
Larry was awarded the City of Phoenix Award of Excellence for designing and implementing that city's team-based quality improvement program. This program was featured in a PBS televised documentary by Tom Peters (co-author of In Search of Excellence).
Diana Kander's family escaped from the Soviet Union when she was 8-years-old. By the time she was an American citizen, she had perfected her skills as a capitalist – selling flea market goods to grade school classmates at a markup.
Today, Diana is a successful entrepreneur, having founded and sold a number of ventures, a Professor of Entrepreneurship at the University of Missouri and a Senior Fellow at the Ewing Marion Kauffman Foundation, the largest non-profit in the world dedicated to entrepreneurship and education. A Georgetown-educated attorney who left a successful practice to launch her first company, Diana draws on her experience as a founder, investor, and academic to train companies and non-profits how to be more innovative and how to get their employees to think like entrepreneurs.
Diana is the author of All In Startup, a New York Times best-selling novel outlining lessons for launching successful products through a story of a struggling entrepreneur making his way through the World Series of Poker.
Diana lives in Columbia, Missouri with her high school sweetheart/best friend/husband, Jason, and their awesome son, True.
Ron Kaufman is the world's leading educator and motivator for uplifting customer service and building service cultures.
Rated one of the "Top 25 Who's Hot" speakers by Speaker Magazine, Ron presents powerful insights and global best practices from working with clients on every continent for more than twenty years. His energetic keynote speeches and workshops have inspired millions.
He is author of the New York Times and USA Today bestseller, Uplifting Service! The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet and 14 other books on service, business and inspiration. Ron is also the founder of UP! Your Service, a company that enables leaders and organizations to build Uplifting Service cultures for sustainable advantage.
Ron's experience and passionate commitment to results have been distilled into proven methods to help clients upgrade service performance and build strong service cultures. His unique approaches to learning and leadership have been featured in the New York Times, the Wall Street Journal, and USA Today.
Ron was invited to Asia in 1990 by Singapore Airlines and the government of Singapore to create and launch a national service quality training organization.
He is a graduate of Brown University, USA with studies in France, London and Berkeley, California. He is a professional member of the Author's Guild, Global Speakers Federation and International Association of Learning Providers.
Ron resides in Singapore and travels widely to promote and realize a vision of "Our world where everyone is educated and inspired to excel in service."
Author of Bank 2.0 and speaker on financial services and the customer experience
Brett King, the best selling author of the groundbreaking book BANK 2.0, is the founder of the first direct mobile bank in the US and UK (Movenbank) and a strategic advisor to the world's leading financial services organizations. He is an International Judge for the GSMA Global Mobile Awards, the Asian Banker Retail Excellence Awards and for the MiddleEast Business Achievement Awards.
A speaker at global events for financial services and innovation, King is a sought after expert on
innovation, technology disruption, customer experience and channel distribution strategy. He publishes regularly in his role as industry advisor on The Huffington Post, Internet Evolution, FinExtra and his personal blog Banking4Tomorrow.com. He has recently been featured on Bloomberg TV, BBC, CNBC, Wall Street Journal, Financial Times, The Economist, etc.
King also a runs a niche strategic advisory firm, User Strategy and is a Board Advisor at Geezeo, a leading software services provider for banks and credit unions. He also advises IAFM, the International Academy of Financial Management (previously known as the American Academy of Financial Management). As one of the founders of IAFM, one of the world's fastest growing professional associations with more than 200,000 members, associates and affiliates in 145 countries,King was instrumental in the development of the worldwide certification training provided by IAFM.
Previously, he led the Asia division for Modem Media/Digitas (part of the Publicis group) managing revenues in excess of $10m per year and a 100 to 150 staffpersons. King was also the Director of e-Business for Deloitte Consulting with service line responsibilities in the technology integration arena across the Asia region, particularly within the financial services practice. He is working with global banks like HSBC, BMO, TD, RBS and others as a strategic advisor, and also provides thought leadership to leading service organizations like Sapient, WiPro, Oracle, Microsoft and others.
Keynote Speaker on Increasing Profitability, Client-Focused Service, and How to Motivate Employees.
Darci Lang will show you how developing a positive 90% attitude is at the heart of your personal and professional success. It helps you to stay focused and keeps you motivated and productive during challenging times. It helps you feel happier and more fulfilled at work and have something left for friends and family when you get home.
Darci is an inspirational speaker, an award-winning entrepreneur, a best-selling author, a wife and a mom, whose simple tool helps individuals re-frame the way they look at, and think about, their work and their interactions and relationships with others.
Best-Selling Author, Speaker and Global Employee Engagement & Leadership Expert
Gregg Lederman is a highly acclaimed speaker, New York Times best-selling author. Over the past 20 years, Gregg has worked with tens of thousands of business leaders and managers to implement lasting leadership and employee engagement solutions.
The results speak for themselves:
- Over the past decade, Gregg’s clients have witnessed more than 90% employee engagement – nearly three times the national average
- More than 65% of Gregg’s clients have been noted on “best place to work” lists, either in their region, their industry or on Fortune’s 100 Best Companies to Work For annual ranking
He is the author of three award-winning books and is a New York Times, USA Today and Wall Street Journal best-selling author. His newest book, CRAVE: You Can Enhance Employee Motivation in 10 Minutes by Friday™ has been credited by many executives as “life changing” for those who want to become better leaders.
In addition to being a sought-after, highly engaging keynote speaker and author, Gregg has served for over 18 years as a professor at the Simon School of Business at the University of Rochester. He teaches executive MBAs how to become more effective and trusted leaders in his course: Leading Organizational Change.
Gregg lives in Rochester, New York, with his wife, Karyn, and three wonderful daughters.
Successful entrepreneur and best selling author of nine books on sales and personal and professional development. Patrick Leroux helps his client to achieve more RESULTS THROUGH ACTION. Patrick’s presentations are offer solid, simple and original ideas and are renowned to be dynamic, funny, moving, and captivating.
Patrick challenges people to re-evaluate their own limitations, real or imagined, to take responsibility for their own lives, and to stop making excuses as to why they are not living-up to their true capacity. Storyteller extraordinaire, Patrick shares his expertise with warmth and amazing simplicity. His incredible energy level, humour and enthusiasm will compel your audience to take action on their goals, instill confidences, and ultimately increase productivity in your organization.
As an entrepreneur, Patrick has started 10 successful businesses and has been selected 5 times as a finalist at the Quebec Provincial Arista-Sun Life contest in the Young Professional / Independent Worker category. Patrick is also the founding president of the Montreal chapter (1998) of the Canadian Association of Professional Speakers (CAPS), a National board member of CAPS, and the author of nine books on the subject of sales, motivation and personal and professional development.
A bilingual speaker, his presentations are renowned to be dynamic, funny, moving, and captivating. In Canada and in the United States, Patrick has given more than 1500 presentations professionally to over 250 000 people. He speaks mostly at conferences and sales conventions, helping his participants step out of their comfort zone, realize their full inner potential, achieve the highest level of success in all aspects of their lives and most importantly get better RESULTS THROUGH ACTION.
Patrick has the magical ability to generate the desire and enthusiasm necessary to create measurable results that will last long after his presentation.
[Presentations are available in French and English.]
Best Selling Author on Change Management, Business Growth, Customer Service, and Team Performance
An authority on harnessing human potential and creating authentic business growth, Dean Lindsay is an engaging and highly sought-after business consultant and speaker. Dean Lindsay's motivational keynotes contain powerful and useful insight on workplace performance, building priceless business relationships, dealing with
communication, and business growth that can be customized for
customer service representatives, or those in
Dean is an active member of the Viktor Frankl Institute of Logotherapy and the American Society of Training and Development.
Dean Lindsay has presented Keynotes and Seminars in everywhere from Spain (Barcelona, Madrid), Turkey (Istanbul), Sweden (Stockholm), Canada (Vancouver), Venezuela (Caracas), to the island of Aruba.
His unique and humorous style captivates and inspires audiences to take positive action. Dean's practical strategies,
street tested techniques and proven concepts increase productivity, boost sales, strengthen employee morale along with customer loyalty, and much more.
Using this trademarked 6 Ps of Progress, Dean Lindsay is a best selling author and business keynote speaker that delivers programs that help companies realize greater productivity, while creating a rewarding work environment for all team members.
Dean Lindsay knows that personal and professional progress is by design, not chance. He also knows that personal and professional progress is directly correlated to the progress you provide others and is therefore dedicated to your organization's progress.
He is the author of two books, The Progress Challenge: Working and Winning in World of Change and Cracking the Network CODE: 4 Steps to Priceless Business Relationships. He has been hailed as a
Master of Progress by Jay Conrad Levinson, the father of Guerilla Marketing.
With his refreshingly daring, imaginative and highly effective style, Dean Lindsay has the rare ability delivering profitable, valued and important information to a wide variety of audiences even in the midst of challenging economic times or negative change. Dean Lindsay's process for creating customized content includes:
- Researching your industry, company and organization
- Having discussions with key professionals in your organization
- Conducting brief phone interviews with top performers
Your organization deserves a truly forward focused motivational business keynote speaker who is funny, engaging and has something fresh and empowering to share.
Former Head Trainer Walt Disney University and author of The Changing Face of Today’s Customer. Customer service speaker.
Candid. Passionate. Relevant. Doug Lipp is on a crusade to help organizations strengthen their corporate culture, boost business performance, and unapologetically, have fun while doing it.
Doug is a distinguished international consultant, eight-time author, and former head of training at the legendary Disney University. His latest book is the best-selling Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees.
At age 29, Doug’s celebrated talent catapulted him to the helm of the legendary Disney University training team at Walt Disney corporate headquarters. Fluent in Japanese, Doug also helped Disney open its first international theme park as a member of the Tokyo Disneyland start-up team.
Drawing on his 30 plus years of combined experience at Disney and in private practice, Doug inspires and challenges hundreds of organizations worldwide. In presentations, he shares how Disney overcame spectacular strategic challenges to unleash one of the most improbable success stories in corporate history.
?Through riveting examples and powerful, relevant stories about innovation, service, value and leadership, Doug pulls back the curtain and reveals the behaviors, tools and attitudes that are representative of cultural excellence at Disney and other great institutions. He also discusses common organizational traps that undermine companies and impede their ability to build a thriving and sustainable culture.
Scott McKain creates captivating presentations and bestselling books which clearly reveal how to create more compelling connections between you and your
customers and how to stand out and move up, regardless of the economic climate in your industry. McKain's calling is business - and his passion is platform presentations. He is a unique combination of vast speaking experience and new, cutting-edge information. His presentations benefit from three decades of experience, combined with his innate talent for articulating successful ideas. McKain has spoken before and consulted for the world's most influential corporations. His keynote presentations help organizations conquer
change and increase sales.
In today's Facebook/Twitter/social media world, a dissatisfied customer now has a platform to broadcast his or her opinions regarding your organization to the world instantaneously. In this environment, it's never been more important to understand and execute the steps necessary to create the
ultimate customer experience. McKain is one of about 150 living members of the Professional Speakers Hall of Fame. He was also recently recognized by Social Media Marketing Magazine as one of the fifty most influential marketing authors on Twitter and GenJuice, a leading resource for emerging professionals, as one of the
Top 25 people for Gen Y and Millennial leaders to follow on Twitter.
There are a myriad of choices in the marketplace for prospects and customers seeking the products and services of your industry. So, how does your organization - and the professionals who work with you - stand out from the plethora of competitors? In his book, Collapse of Distinction, McKain takes a revolutionary approach by showing how organizations and individual professionals create differentiation in the marketplace. Collapse of Distinction was named one of the
Top 10 Business Books of the year by the Miami Herald, Huffington Post, and other major media outlets and reached the number one spot on Amazon.com's list of business bestsellers.
McKain is also the author of All Business Is Show Business and What Customers REALLY Want which received rave reviews and top charts rankings. Its groundbreaking examination of the
Six Major Disconnections between Customers and Organizations has made a significant impact in the manner in which companies approach their client and prospect bases.
McKain has appeared multiple times as a commentator on FOX News to discuss business, politics, and American culture. In his earlier career as a broadcast journalist, two million people saw his commentaries each week on 80 television stations in the United States, Canada, and Australia. He has also been a news anchor for a CBS-TV affiliate in one of the nation's 25 largest markets.
McKain has been named as a
Hoosier Hero in his home state because of his commitment to youth and philanthropy. He was selected by Arnold Schwarzenegger to be the emcee and speaker for the Great American Workout, held on the White House lawn with the President in the audience carried live on CNN and NBC's
Today show. He also portrayed the villain in a film by internationally esteemed director Werner Herzog, acclaimed by critic Roger Ebert as one of the
best movies ever made.
Blake Morgan is a leader in customer experience. She is a keynote speaker and futurist - and author of two books on customer experience. Her second book is called The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business (HarperCollins) - slated for release October 2019. Her first book was More is More: How The Best Companies Go Farther and Work Harder To Create Knock Your Socks Off Customer Experiences.
Blake has worked with Comcast, Accor Hotels, Accenture, Adobe, Parker Hannifin, Ericsson, Verizon, Omron and more. She is a guest lecturer at Columbia University as well as adjunct faculty at the Rutgers executive education MBA program.
Blake contributes to Forbes, the Harvard Business Review and Hemispheres Magazine. She is the host of The Modern Customer Podcast and Blake's Take a weekly customer experience video series on YouTube.
She lives in the Bay Area with her husband, daughter and their two dogs.
Recognized for 25 years as one of the world’s leading authorities on customer-focused business strategies, Don Peppers is an acclaimed author and co-founder, along with Martha Rogers Ph.D., of Peppers & Rogers Group. His latest endeavor is the formation of CX Speakers, a new company delivering workshops, keynote presentations and thought leadership consulting that is focused on customer experience topics.
Peppers’ work routinely examines the business issues that today’s global enterprises are grappling with while trying to maintain a competitive edge in their marketplace. He recently released his 11th book, Customer Experience: What, How and Why Now, a collection of bite-sized essays offering insights and “how to” recommendations on building and maintaining a customer-centric business. It uses real world examples to cover not just the central issue of customer experience, but also corporate culture, strategy, technology, and data analytics.
With Martha Rogers, Peppers has produced a legacy of international best-sellers that collectively sold well over a million copies in 18 languages. Their first book, The One to One Future (Doubleday, 1993), was called by Inc. Magazine’s editor-in-chief “one of the two or three most important business books ever written,” while Business Week said it was the “bible of the new marketing.” As a testament to this, Don Peppers and Martha Rogers were inducted into the Direct Marketing Association Hall of Fame in 2013.
Peppers’ and Rogers’ ninth book is Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profits (Penguin, 2016). And in 2017, Wiley Publishers will release the third edition of their graduate school textbook, Managing Customer Experience and Relationships: A Strategic Perspective, originally published in 2003.
With nearly 300,000 followers for his regular postings of original content on LinkedIn, Don has been listed numerous times on LinkedIn as one of the Top 10 Marketing Influencers. In 2015, Satmetrix listed Don Peppers and Martha Rogers #1 on their list of the Top 25 most influential customer experience leaders. The Times of London included Don on its list of the “Top 50 Business Brains,” and Accenture’s Institute for Strategic Change listed Don as one of the 50 “most important living business thinkers” in the world.
Prior to founding CX Speakers and Peppers & Rogers Group, Don served as the CEO of a top-20 direct marketing agency (Perkins/Butler Direct Marketing, a division of Chiat/Day), and his 1995 book, Life’s a Pitch: Then You Buy (1995), chronicles his exploits as a celebrated business rainmaker in the advertising industry. Before his career on Madison Avenue he worked as an economist in the oil industry and as the director of accounting for a regional airline. He holds a B.S. in astronautical engineering from the U.S. Air Force Academy and a Master’s in Public Affairs from Princeton University’s Woodrow Wilson School. He is a competitive runner and happily married father of five.
Fred Reichheld is a Bain Fellow and founder of Bain & Company's Loyalty Practice, which helps companies achieve results through customer and employee loyalty. He is the creator of the Net Promoter system of management.
His work in the area of customer and employee retention has quantified the link between loyalty and profits. Fred's books, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (HBSP 1996); Loyalty Rules! How Today's Leaders Build Lasting Relationships (HBSP 2001), and The Ultimate Question: Driving Good Profits and True Growth (HBSP, 2006) have each become best sellers.
In his latest book, The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer Driven World (HBR Press-Sept. 2011), Fred reveals how NPS practitioners including Apple Retail, Philips, Schwab, Allianz, American Express, and Intuit, have utilized the Net Promoter System (NPS) to generate extraordinary results. He explains how NPS helps companies become truly customer-centric, unleashing profitable growth through systematically converting more customers into promoters and fewer into detractors.
Fred is a frequent speaker at major business forums and his work on loyalty has been widely covered in The Wall Street Journal, New York Times, Financial Times, Fortune, Business Week and The Economist. He is the author of eight Harvard Business Review articles on the subject of loyalty.
Consulting Magazine chose Fred as one of the "25 Most Influential Consultants" in its 2003 annual survey. According to The New York Times, "[He] put loyalty economics on the map."The Economist refers to him as the "high priest" of loyalty.
Reichheld graduated with Honors both from Harvard College (B.A., 1974) and Harvard Business School (M.B.A., 1978).
Culture Strategist, Keynote Speaker, Co-creator of Zappos Insights
Robert built Zappos Insights from a small website to a thriving multi-million dollar business teaching over 25,000 students per year. Through his work, Robert has been helpful for improving the employee culture at hundreds of companies like Google, Toyota, Eli Lilly, and Inuit.
Robert’s presentations are a rallying call. People learn the power of culture and how they are directly responsible for creating and maintaining it. Rather than a lecture, Robert shares inspiring stories and great techniques to create a thriving workplace immediately. Activate Your Culture!
As one of the world’s authorities on employee culture, Robert is a sought after keynote speaker at conferences around the world and has been hired to teach culture in person at companies like Google, Toyota, and Eli Lilly. He has pioneered a number of innovative techniques to build culture, such as bringing improv comedy to the workplace.
His book The Culture Blueprint is a systematic guide to how a workplace can help people grow, inspire amazing service, and ultimately drive revenue through amazing culture.
Robert graduated from Northwestern University with a degree in film, as well as from Georgetown University’s Leadership Coaching Program. He is a member of the Transformational Leadership Council, and is based out of San Diego (though he’s on the speaking tour most of the time).
International Speaker and Best-selling Author of 8 Books on Leadership Development and Team Building.
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.
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.
Disney University Teaching Alum and Speaker on Creating Magical Customer Experiences
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.
Leading Strategist on Building and Developing Business Relationships
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, bestselling 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 honors 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.
Leadership consultant and speaker on driving success through communication and relationships.
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.
Author of The Nordstrom Way, Leading Expert on Customer & Employee Experience
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.
Michael Staver is the CEO of The Staver Group. Together with his colleagues of professional development consultants, he provides keynote presentations, consulting programs and workshops. He also conducts executive coaching sessions that inject courage and authenticity into leadership. The most courageous leaders look to Michael Staver for the inspiration and strategies they need to fight the battles they face. Michael Staver helps every member of your team achieve amazing results in leadership,
sales, customer experience AND
communication. With a master's degree in counseling psychology and a bachelor's degree in business administration, he understands the importance of results and can assist your organization in the successful pursuit of its objectives.
Michael's commitment to his clients is evident in the content and delivery of his message. His message is centered on his fundamental belief that each person and every organization has the potential to achieve outstanding results. Michael has an uncanny ability to make the most complex ideas simple and memorable. His sense of humor, depth of knowledge, and caring attitude, will keep your attendees engaged from start to finish.
Michael's work has appeared in The Washington Post, USA Today, and Training & Development Magazine, to name a few. He has produced numerous books, CDs and other tools that help organizations thrive, including Motivational Leaders: Strategies and Wisdom from America's Top Professional Motivators, Do You Know How to Shut Up? and his latest book Leadership Isn't for Cowards
Strategic Brand Manager, Award-winning Global Brand Builder & Consultant
Sasha Strauss speaks from two decades of experience in brand strategy and brand development for corporations, nonprofit organizations, philanthropies and universities. His unique and proven perspective on how brands should be built and communicated is the foundation for his educational pedagogy and Innovation Protocol’s approach to brand development.
In addition to teaching graduate brand strategy and marketing courses as USC and UCLA, Sasha is a trusted keynote speaker for companies like Google, Nestle, LEGO and American Express. His ability to inculcate brand truth is the reason NPR, Forbes and The Wall Street Journal seek his perspective as a brand authority on topics related to market dynamics, culture, and innovation.
Author and Speaker on Consumerization, Future Trends, Healthcare, Innovation, Technology, Marketing, and Leadership
Nicholas Webb is a number one best-selling author and is one of the most popular Innovation, Healthcare, Future-trends, Technology, and Customer Experience speakers in the world. Unlike most innovation speakers who have never actually invented anything and have no real-world expertise in the area of enterprise innovation, Nicholas is a multi award-winning inventor of technologies ranging from one of the world’s smallest medical implants to a very successful line of educational and fitness products.
Nicholas has been selected as one of the Hottest Keynote Speakers for 2019 by the ITA Group. Nicholas earned this recognition by providing highly customized keynote presentations for some of the top organizations in the world.
Nicholas serves as an Adjunct Professor at Western University of Health Sciences, and as the Director for the University’s prestigious Center for Innovation. For his many contributions to healthcare, WesternU has recently awarded Nicholas his Doctorate of Humane Letters (Hon.).
As a technology CEO, Nicholas owns and operates several technology companies in both healthcare and consumer goods. As a Certified Management Consultant (CMC), he works shoulder-to-shoulder with boards of directors of multi billion-dollar companies to assist them in building future-ready organizations. His best-selling books include: The Innovation Playbook, The Digital Innovation Playbook, Invent Stuff, and his current number one bestseller, What Customers Crave. His upcoming book, The Innovation Mandate – The Growth Secret of the Best Organizations in the World will be launching to bookstores worldwide, September 2019.