leading consultants on customer experience and customer centric transformation.
One of the world's leading consultants on customer experience and customer centric transformation, Lior Arussy delivers results. His strategic framework for converting organizations from product to customer centricity is drawn from his work with some of the globe's leading brands - Capital One, Thomson Reuters, HSBC, E.ON, Nokia, SAP, University of Pennsylvania and Wyeth. Arussy's methodology enabled a European logistics corporation to move from 3% annual organic growth to 44% annual organic growth in 2 years.
Arussy led the internet security division at Hewlett-Packard where he grew the business by 50% per quarter for 3 consecutive years. His strategy of enabling eBanking access to consumers via mission critical security was a new concept at the time. At the height of this era, Arussy managed the eBanking security infrastructure for 120 of the largest banks in the world with combined assets of $8 Trillion - no bank was ever compromised.
He is the founder of Strativity Group, a global customer experience research and consulting firm, which helps clients create delightful customer experiences and execute profitable customer strategies. Arussy grew the company from his garage to a multi-national professional firm with offices in the US, Canada, the UK, Norway, Turkey and Australia. The company was recognized by Forrester Group as one of the leading pioneers in the area of customer centric transformation. Strativity measures their success by a single method: the customer's successful execution of their strategies.
His latest book, Customer Experience Strategy, is described as
the most ambitious and successful attempt at a comprehensive text on the practice of customer experience management...refreshingly practical by strategy + business magazine
Arussy is the recipient of CRM Magazine's
Influential Leader Award and the author of 5 books on customer experience and employee engagement. His syndicated column
Focus: Customer reaches over 1,000,000 readers worldwide every month. Over 100 of his articles have appeared in publications around the world, including Harvard Business Review. His accomplishments have been recognized by leading press and analysts at ABC, CBC, Bloomberg TV, The Wall Street Journal, Financial Times, The Times of London, Forrester Research and Gartner.
Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA at Weatherhead School of Management.
Inspirational Marketing Speaker, Best-Selling Author on Customer Service and Social Media, Event Emcee and Host
Jay Baer has spent 20 years in digital marketing, consulting for more than 700 companies during that period, including 30 of the FORTUNE 500. His current firm – Convince & Convert – provides social media and content marketing advice and counsel to leading companies such as Oracle, Salesforce.com, California Tourism, Billabong, Hardee’s, DOLE and more.
His second book, Youtility: Why Smart Marketing is About Help not Hype, was #3 on the New York Times business best-seller list, and a runaway #1 Amazon best-seller. Jay speaks numerous times per year world-wide, often with lessons about how business people can use today’s shifts in technology and consumer expectation to make their companies more useful.
Jay’s Convince & Convert blog was named the world’s #1 content marketing blog by the Content Marketing Institute, and is visited by more than 200,000 marketers each month. Jay also hosts and produces the Social Pros podcast, which is downloaded 25,000 times monthly.
Jay is a renowned business strategist, and a popular emcee and event host. A fixture in social media, he draws attention to interesting and useful articles, videos, blog posts and events via following on Twitter, Facebook, Linkedin and Google Plus, which number more than 100,000. Jay is also an active venture capitalist, and is an investor or advisor to more than a dozen early stage technology and social media companies.
Convince & Convert is the fifth multi-million dollar company Jay has started from scratch. Before his move into digital marketing in 1994 he was a brand marketer and a political consultant, with major roles in state, federal and presidential electoral campaigns.
Jay is a New York Times best-selling author of six books, including Hug Your Haters, and NOW Revolution. His latest book Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth, is the definitive, practical guide on how to use bold operational differentiators to create customer conversations. (And when customers talk…new customers follow.)
Hal Becker is a nationally known expert on Sales, Customer Service, and Negotiating. He conducts seminars or consults to more than 140 organizations a year. His client list includes IBM, Disney, New York Life, United Airlines, Verizon, Terminix, AT&T, Pearle Vision, Cintas, and hundreds of other companies and associations.
At the age of 22, he became the #1 salesperson among a national sales force of 11,000, for the Xerox Corporation. Six years later in 1983, he survived terminal cancer only months after launching Direct Opinions, one of America's first customer service telephone survey marketing firms that facilitates more than two million calls per year with offices throughout the U.S.A. and Canada. In 1990, Hal sold Direct Opinions to devote time for consulting and presenting lectures around the world.
Hal is the author of Can I have 5 Minutes Of Your Time?", which is now in its 21st printing and is used by many corporations as their "Sales Bible." He has also authored three other best sellers including Lip Service, one of the nations foremost books on customer service, and Get What You Want, a fun, upbeat and fresh approach to negotiating. Hal’s latest book on sales is titled the Ultimate Sales Book.
He has been featured in publications including The Wall Street Journal, Inc Magazine, Nations Business and hundreds of newspapers and Radio/TV stations around the world, and is currently syndicated in over 45 newspapers and magazines.
In 2010 Salesgurus.net voted Hal as one of the "World's top 30 Professional Sales Trainers". Inc. Magazine has voted Hal as one of the nation's top speakers in the Area of Sales and Customer Service.
Client service and marketing expert, author of the BusinessWeek bestseller Selling the Invisible
Harry Beckwith is an internationally acclaimed speaker who has worked with 23 Fortune 200 companies and is the marketing and branding consultant to the world's premier brand consultancy. He has appeared on CNN, given keynote addresses to Microsoft, Disney, and ABC, and authored the international business bestseller, Selling the Invisible, which was named one of the top ten business and management books of all time. His subsequent Business Week bestsellers on customer service, The Invisible Touch and What Clients Love, brought his total sales worldwide to over 700,000 copies in 23 languages. Other bestselling books by Harry Beckwith are You, Inc. and Unthinking.
Harry Beckwith is the founder and director of Beckwith Partners. Beckwith Partners advises financial and professional service clients on positioning, branding, consumer retention, communication strategies, and technology. The firm's work has been featured in Newsweek, The Wall Street Journal, BusinessWeek, Inc., Advertising Age and AdWeek, and has won The American Marketing Association's highest honor, the Effie.
Drawing on 25 years experience with service industry organizations and extensive work with many Fortune 500 companies, Harry shares anecdotes and new approaches that help organizations reach new heights. Using unique examples, Harry clearly isolates the four keys to growing a service business in presentations that are sincere, engaging, witty, moving, and in the end, enormously inspiring.
Best-selling Author and World-Renowned Authority on Customer Loyalty and Service Innovation
Chip Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputation through innovative customer-centric strategies that address the needs of today’s picky, fickle, vocal and “all about me” customers. Dr. Bell reveals the best practices from the organizations leading the customer loyalty charge, giving audiences powerful cutting-edge ideas and unique sales strategies they can put into practice the minute they leave his keynote. Bell’s impact on audiences is nothing short of extraordinary: over 80% of the groups who hear him bring him back. Always customer-centered, Bell customizes all his presentations to meet unique organizational needs through a background study, pre-event conference call, and phone interviews to better understand specific audience needs and challenges.
Chip is the author or co-author of several national and international bestselling books including The 9 1/2 Principles of Innovative Service, Sprinkles: Creating Awesome Experiences Through Innovative Service, Take Their Breath Away: How Imaginative Service Creates Devoted Customers, Wired and Dangerous: How Your Customers Have Changed And What To Do About It (winner of a 2012 Axiom Business Book Award as well as a 2011 IPPY Book Award), Magnetic Service (winner of the Benjamin Franklin Book Award), Managing Knock Your Socks Off Service and Managers as Mentors. His newest book is Kaleidoscope: Delivering Innovative Service That Sparkles.
He has appeared on CNBC, CNN, ABC, Fox Business Network, Bloomberg TV, NPR; his work has been featured in the Wall Street Journal, Fortune, Forbes, USA Today, Inc. Magazine, CEO Magazine, Fast Company and Bloomberg Businessweek. For the last three straight years, Global Gurus has ranked him among the top three keynote speakers in the world on customer service—two years in the #1 slot. The Chip Bell Group was in 2014 ranked #6 in North America among mid-sized consulting firms for leadership development.
Chip logs over 100,000 miles a year speaking to organizations on longterm customer loyalty and innovative service. He has served as a consultant or trainer to such major brands as GE, Microsoft, USAA, Exxon/Mobil, Cadillac, Duke Energy, KeyBank, Ritz-Carlton Hotels, IBM, Marriott, Fidelity Investments, Caterpillar, True-Value, McDonald’s, ShellOil, Harley-Davidson, Dole, Universal Studios, Accenture, LockheedMartin, Pfizer, Allstate and Verizon Wireless.
Author of Win-Win Negotiations in the Financial Industry, offers sales motivation and relationship marketing.
Jasmin Bergeron is the professor of Marketing at the University of Quebec in Montreal. He started his career as a financial advisor, and has presented in over 1000 conferences, seminars and courses in more than twelve countries.
Jasmin Bergeron obtained his Ph.D. in Business Administration, majoring in Marketing from Concordia University and completed his Master in Business Administration (MBA), majoring in Marketing, at the University of Quebec in Montreal. Both his MBA and Ph.D. theses were conducted in the financial industry.
He authored or co-authored five books, twenty-five scientific researches, twenty case studies, and more than 100 newspaper articles on bank marketing, sales motivation, relationship marketing, and professional selling techniques. Some of his books include Win-win Selling in the Financial Industry, Selling and Counseling in the Insurance Industry, and Prospecting Strategies for Financial Advisers.
Author of The One-Minute Manager series, a much sought-after author, business and leadership consultant.
Few people have influenced the day-to-day management of people and companies more than Ken Blanchard. A prominent, sought-after author, speaker, and business consultant, Dr. Blanchard is universally characterized by his friends, colleagues, and clients as one of the most insightful, powerful, and compassionate individuals in business today. Ken is one of the most influential leadership experts in the world and is respected for his years of groundbreaking work in the fields of leadership and management.
Dr. Ken Blanchard is the co-founder and Chief Spiritual Officer of The Ken Blanchard Companies, an international management training and consulting firm that he and his wife, Margie Blanchard, began in 1979 in San Diego, California. In addition to being a renowned speaker and consultant, Ken also spends time as a visiting lecturer at his alma mater, Cornell University, where he is a trustee emeritus of the Board of Trustees.
Starting with his phenomenal best-selling book, The One Minute Manager, co-authored with Spencer Johnson, which has sold more than 13 million copies and remains on best-seller lists, to Raving Fans, Gung Ho!, and Whale Done!, Ken's impact as a writer is far reaching. His books have combined sales of more than 18 million copies in more than 25 languages. Leading at a Higher Level, published in 2006, Know Can Do!, published in 2007, and The One Minute Entrepreneur, published in 2008, have been received with much critical acclaim.
Ken has received many awards and honors for his contributions in the fields of management, leadership, and speaking. The National Speakers Association awarded him its highest honor, the
Council of Peers Award of Excellence. He was inducted into the HRD Hall of Fame by Training magazine and Lakewood Conferences, and he received the Golden Gavel Award from Toastmasters International. Ken also received The Thought Leadership Award for continued support of work-related learning and performance by ISA, The Association of Learning Providers. Ken has been inducted into Amazon's Hall of Fame as one of the top 25 best-selling authors of all time. The business school at Grand Canyon University bears his name. In addition, Ken teaches students in the Master of Science in Executive Leadership Program at the University of San Diego.
Born in New Jersey and raised in New York, Ken received a master's degree from Colgate University, and a bachelor's and PhD from Cornell University. An avid golfer, Ken belongs to the Loch Lomond Golf Club in Scotland.
Best-Selling Author, Chartered Life Underwriter and Keynote Speaker on Courageous Conversations
As a catalyst for Courageous Conversations, Jane Blaufus uses a combination of both compelling storytelling, at times heart-wrenching, at times laugh out loud funny, and offers a wealth of knowledge and insights to deliver presentations that are sure to ignite your audience and leave them wanting more.
Jane brings to the table 25+ years of financial services expertise as a financial advisor, sales manager and executive responsible for the development, delivery and implementation of recruiting and selection processes and sales and marketing training to thousands of people in the sales force. Today she is the Principal of The Blaufus Group Inc., based in Toronto, Canada, and is a frequent guest expert on national TV/Radio.
Jane has been on both sides of the table, first, as a financial advisor delivering the cheques and later as a beneficiary receiving the cheques. In less than sixty-seconds, her life turned upside down when she became a widow with a twelve-year-old daughter, and a financial tsunami coming her way after her 39-year-old husband was killed in a tragic accident. A veteran of the financial services industry she had foolishly thought that if anything happened to her she would be better prepared than others would be -- Wrong!
Today she is the best-selling author of the book With the [Stroke] of a Pen: Claim Your Life and openly shares her story to support advisors, the financial services industry and companies in their quest to help their prospects, clients and employees to have the Courageous Conversations to get one’s personal and financial lives in order while they can. Her book and comprehensive planning binder have become acclaimed as two of the most comprehensive, actionable, personal and financial planning resources available today for families, individuals and business owners alike.
Her reputation and expertise make her an influential coach to many sales professionals and business owners. Jane believes that to excel in today's marketplace, the key to success is relationship building and she walks the walk and talks the talk.
Jeanne Bliss pioneered the Chief Customer Officer position, holding the role for over twenty years reporting to the Chief Executive Officer at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations, where she moved the customer to the strategic agenda, redirecting priorities to create transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. Since 2002 Jeanne’s led CustomerBliss, a preeminent customer experience consultancy guiding companies to achieve customer-driven growth. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and develop customer experience practitioners. Her best-selling books are Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad (2011). She is a worldwide keynote speaker sought frequently by major media for her point of view.
Kerry Bodine believes that happy customers lead to happy shareholders. Her book, Outside In: The Power of Putting Customers at the Center of Your Business, helps business leaders understand the financial benefits of great customer experiences—and how their organizations must change in order to deliver them.
Kerry is a customer experience consultant with expertise in human-centered design, journey mapping, marketing, and branding. She helps executives co-create innovative products, services, and experiences that truly matter—for their customers, for their employees, and for their business.
Kerry’s ideas, analysis, and opinions have appeared on sites like The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, USA Today, and Advertising Age. She also contributes a regular column to Touchpoint, the journal published by the global Service Design Network. Kerry is a frequent keynote speaker at public conferences and private corporate events around the world.
Kerry spent seven years with the customer experience practice at Forrester Research. As vice president and principal analyst, she lead Forrester’s research on customer experience design and innovation. She was also the creative force behind the customer experience ecosystem, a framework that helps companies diagnose and fix customer problems at their roots.
In previous roles, Kerry managed consumer research teams; guided the design of websites, mobile apps, and branded social networks; designed interfaces for robots and wearable devices; and in 1995, developed a Web-based social shopping prototype for AT&T Bell Labs. She also completed stints as both a management consultant and an advertising executive.
Kerry holds a master’s degree in human-computer interaction from Carnegie Mellon University.
Marketing Executive and Speaker on Accountability and Leadership
Kevin’s unconventional path to business and personal success has taught him that winning in business and in life requires anything but conventional thinking. He is a marketing executive for an international franchisor that is ranked #1 in their industry and in the top 10 of all franchise companies according to the Annual Franchise 500. In addition to his corporate responsibilities, Kevin is also a highly sought after keynote speaker. He has had the privilege of speaking to a wide variety of organizations including Siemens, State Farm, Country Financial, Bristol-Myers Squibb, Northwestern Mutual, Delta Airlines and The Boy Scouts of America to name just a few.
He grew up in Muskegon, Michigan where his blue collar roots taught him the value of hard work and determination. His resume includes an eclectic mix of career stops that ultimately led him to the purchase of a franchise at the age of seventeen.
With a street-wise aptitude and a never quit attitude, he worked his way from the front lines in business to the executive boardroom. For the past seventeen years he has been part of a leadership team that has grown a little known brand into an industry giant with annual revenues exceeding one billion dollars.
Kevin is on a mission to help people and organizations embrace a simple philosophy that separates world class organizations and high performance people from everybody else. He is passionate about helping people expand their vision, develop their potential and grow their results. And, as the father of an autistic child he knows firsthand how the principles of true success reach beyond the boardroom and into the lives of real people facing the challenges of everyday life.
Kevin entertains, inspires and challenges people to show up every day and make a positive difference at work and in life!
Author of Endless Referrals. Expert on Sales, Marketing and Communication.
Bob Burg shares information on topics vital to the success of today's business person. He speaks for corporations and associations internationally, including fortune 500 companies, franchises, and numerous direct sales organizations. Combining humor and entertainment with easily applied, proven systems for personal marketing, audiences come away ready to immediately profit from Bob's instruction and coaching.
Bob regularly addresses audiences ranging in size from 50 to 16,000 - sharing the platform with notables including today's top thought leaders, broadcast personalities, Olympic athletes and political leaders including a former United States President.
Although for years he was best known for his book Endless Referrals, over the past few years it's his business parable, The Go-Giver (coauthored with John David Mann) that has captured the imagination of his readers. The Go-Giver shot to #6 on The Wall Street Journal's Business Bestsellers list just three weeks after its release and reached #9 on BusinessWeek. It's been translated into 21 languages. It is his fourth book to sell over 200,000 copies.
His and John David Mann's book is another business parable; this one focusing on influence and leadership. Entitled, It's Not About You, it shows how focusing on others is the best way to obtain stratospheric success in your own life and business.
Bob's newest book Adversaries into Allies: Win People Over Without Manipulation or Coercion, draws on his own experiences and the stories of other influential people, offering five simple principles of what he calls Ultimate Influence - the ability to move people to your side in a way that leaves everyone feeling great about the outcome - and about themselves!
Bob is an advocate, supporter and defender of the Free Enterprise system and seeks to empower individuals and organizations to thrive and grow by putting its principles to work. He also puts his networking and Go-Giver abilities to use for charities, being a former Palm Beach County/Brooks Brothers Leukemia Society Man of the Year for his fundraising efforts on their behalf. A lover of animals, he is a past member of the Board of Directors of Safe Harbor, which is the Humane Society of Jupiter, Florida.
Executive Vice President of Operations for the WALT DISNEY WORLD Resort, and inspiring speaker on leadership & management.
With years of experience leading operations all over the world for Hilton Hotels Corportation, Marriott Hotels and Resorts and The Walt Disney Company, Lee Cockerell shares his insights on leadership, business management and customer service excellence.
Lee retired as the Executive Vice President of Operations for the WALT DISNEY WORLD Resort in Lake Buena Vista, Florida, a position he held for ten years. His responsibilities encompassed a diverse mix of operations, which included 20 resort hotels with over 30,000 Guest rooms, 4 theme parks, 2 water parks, 5 golf courses, a shopping village & nighttime entertainment complex, a sports & recreation complex, and the ancillary operations support functions. The Resort serves millions of guests each year and employs 60,000 Cast Members.
Prior to joining the Walt Disney World Co., he spent seventeen years in various executive positions with the Marriott Corporation and eight years with Hilton Hotels. He joined the Disney organization in July 1990 as Director of Food and Beverage and Quality Assurance for the Disneyland Paris hotels.
Lee has served on the Heart of Florida United Way Board for six years including being the Chairman of the Board and a member of the Executive Committee and as Campaign Chairman for Central Florida. Lee served as a member of the Board of Trustees for the Culinary Institute of America in Hyde Park, NY; a member of the Board of Directors of the Production and Operations Management Society (POMS) and in 2005 Governor Jeb Bush appointed him to the Governor's Commission on Volunteerism and Community Service where he served as the Chairman of the Board.
In 2008 Governor Brad Henry of Oklahoma named Lee as a Creative Ambassador to assist the state in leadership and business development.
Lee is the author of the leadership and management book, Creating Magic: 10 Common Sense Leadership Strategies From a Life at Disney. His newest book, The Customer Rules: The 39 Essential Rules for Delivering Sensational Service, helps organizations both large and small deliver sensational service and gain loyalty of their customers.
Customer-Oriented Workplace Consultant, Leadership Expert and Co-Author of First, Break All the Rules.
Curt Coffman, a New York Times best-selling author, researcher, business scientist, and consultant, has been at the forefront of employee engagement for more than thirty years as an expert in the science of high performance cultures.
As the Global Practice Leader for employee and customer engagement at Gallup for twenty-two years, and now as Chief Science Officer at The Coffman Organization, Coffman has studied hundreds of organizations and millions of their employees and customers.
His international best-seller, First, Break All the Rules: What the World’s Greatest Managers Do Differently (co-authored with Marcus Buckingham), launched a new era in employee and manager development. The books that followed, Follow This Path: How the World’s Greatest Organizations Drive Growth by Unleashing Human Potential, and Culture Eats Strategy for Lunch: The Secret of Extraordinary Results (co-authored with Dr. Kathie Sorensen), provide practical and unconventional management insight for individuals and organizations.
An international leader in the world of management and engagement consulting, Mr. Coffman’s work has been translated into over 40 languages. His research and writings have appeared in the Harvard Business Review, The New York Times, Wall Street Journal, Washington Post, USA Today, Business Week, Chief Executive Magazine, CIO Magazine, The Economist, Fast Company, Fortune, among other management journals.
An insightful and engaging speaker, Mr. Coffman has presented to thousands of groups on creating great cultures that impact individuals and their families, drive organizational growth, and create engaged customers.
Mr. Coffman has been married for over 30 years, to his talented wife, Tammy. They reside in Denver, CO and are the proud parents of daughters, Katie and Claire, a son, Clayton, son-in-law, Geoff, grandsons Eli and Ollie, and granddaughters Lucy and Stella.
Joey Coleman is called upon for assistance when organizations like Whirlpool, NASA, Deloitte, the World Bank, and Zappos need to boost their customers' experience.
For over a decade, Joey has helped organizations retain their best customers and turn them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. His First 100 Days® methodology helps fuel the successful customer experiences his clients deliver around the world.
In his Wall Street Journal #2 best-selling book, Never Lose a Customer Again, he shares strategies and tactics for turning that one-time sale into a lifelong customer. As a recognized expert in customer experience design and an award-winning speaker at national and international conferences, Joey specializes in creating unique, attention-grabbing customer experiences.
With a background in developing outreach materials, packaging, events, promotions, and brand identities, Joey works with businesses and individuals seeking to provide their clients with a memorable experience. Joey’s greatest talents include formulating creative strategies that build buzz and loyalty around products and services. He works with companies ranging from small VC-funded start-ups, to large Fortune 500s, with hundreds of mid-size businesses in between.
Joey is the Chief Experience Composer at Design Symphony, who before founding the company developed his narrative skills as a criminal defense trial attorney, advised and counseled Fortune 500 companies as a business consultant, honed his communications and messaging skills at the White House, and did things for the U.S. Secret Service and the CIA that he can't talk about publicly.
Joey received a Bachelor of Arts in Government and International Relations from the University of Notre Dame (Dean’s List Honors) and a Juris Doctor from The George Washington University Law School (Dean’s Fellow). He has served on the Board of Directors for numerous privately-held companies and non-profits. For almost a decade he sang first tenor with the GRAMMY-nominated Washington Men's Camerata.
His design and artwork has been displayed in museums, featured in juried shows, and graced publications in the U.S. and abroad. When not traveling the world (48 countries and counting) for keynote presentations, client workshops, and quality beach time, Joey enjoys watching magnificent sunsets from his mountain-top home in Colorado with his wife and two young sons.
In 2010, Crow founded Dark Horse Institute (DHI), an accredited, for-profit academy to teach Audio Engineering, Film Production and Music Business to young entrepreneurs. The programs have experienced explosive growth while offering dramatic solutions to the challenges faced by traditional schools. DHI accelerates the learning process in an affordable, experiential learning environment, and in the process is changing the way education is conducted. Their goal is to create the most compelling educational model of the 21st century.
Robin Crow is a business veteran who has been exceeding customer expectations for decades. He is the founder and CEO of three customer-driven companies, which have all achieved sustained success. He has delivered over 2200 keynote speeches and is the author of seven books including USA Today bestseller Evolve or Die, and divides his time between Tennessee & Colorado.
Scott Deming is a highly accomplished senior executive with more than 30 years of success within franchising, food & beverage, automotive, healthcare, retail, pharmaceuticals, financial and professional services, technology, and more. He leverages extensive brand development and strategic planning experience to improve an organization’s standing while implementing innovative solutions to support growth. Scott has proven his ability to build and motivate teams while developing unparalleled customer experience, innovation and leadership initiatives with his internationally acclaimed keynote presentations, training sessions and consulting arrangements.
Scott works with companies spanning any industry with current clients including Kansas Hospital Association, Canadian Association of Fairs & Exhibitions, Hershey Foods, Pfizer, Delta Airlines, Verizon Wireless, General Motors, Farm Credit Bank, AT&T and PriceWaterhouseCoopers.
Scott works closely with clients to identify core requirements and develops solutions with an emphasis on culture transformation, employee motivation and engagement, and corporate goal attainment, drawing on 30+ years of corporate experience. Key indicators of his success are represented by his training and workshop sessions that have been considered so impactful, that The Vision Council issued CXO Certification to all attendees; his consultancy input to a national manufacturer recognized in supporting the company’s achievement of record sales figures; and assisting a Verizon Wireless subsidiary franchisee with customer service improvements which resulted in an 80% increase in sales.
From 1986 to 2003, Scott managed his own advertising company, establishing Deming Advertising and building a client portfolio prior to a company merger in 1991. By 1993, Scott had negotiated a buyout and returned his company to standalone status, re-branding the business as Ryan Communications Inc. He worked with B2B and B2C companies to formulate advertising solutions and grew the business to 70 employees and $30 million in annual revenue.
Speaker and Author on Development, Success Habits, and Leadership Principles
Bryan Dodge's 25 years of experience teaching and inspiring people of all walks of life to reach their full potential has made him one of the nation's leading choices as a professional speaker/trainer for corporate events, conferences, and conventions. He incorporates experiences from his professional and personal life into each one of his presentations. His inspirational keynote covers professional and personal development, success habits of the wealthy, and leadership principles. The underlying thesis of all of Bryan Dodge's teachings is that
Life is too short not to be happy, and life is too long not to do well. His programs are designed to accelerate professional and personal growth and produce the favorable results people look for in life both at work and at home. He clarifies your thinking process so that good decision making skills come easily. At all of his events, he stresses the importance of managing and maintaining professional and personal life balance.
After graduating from the University of Nebraska in 1980, he accepted a position with Elanco where he earned the prestigious
Mac Award. After seven years with Elanco, Bryan started Results, Inc., a company to promote educational seminars throughout the United States and Canada. As his company grew to over 100 employees, he relocated to Dallas and added another division called Results Educational Network, which filled stadiums in six major cities and featured the most sought after speakers and personalities. The knowledge he acquired and relationships he built from working with top executives evolved into delivering an increased number of in-house training and coaching sessions. After 12 successful years, Bryan sold Results, Inc. to pursue a full time professional speaking and coaching career.
The Good Life Rules: 8 Keys to Being Your Best at Work and at Play, published by McGraw-Hill and a Borders Books Best Seller, is his latest book release. He is the author of three professional development audio programs, How to Build a Better You, How to Build a Complete Sales Person, and How to Build a Purpose Guided Life. He is also the co-author of the book, Becoming the Obvious Choice, which sold over 200,000 copies.
Bryan is in his 5th year as the host of the
Build a Better You radio program. The show airs on two of Dallas/Fort Worth's premier radio stations, WBAP 820 AM and 96.7 FM from 4:00 to 5:00 PM every Saturday. During his show Bryan reaches out to his audience, inspiring them to strive for their goals and aspirations.
Entertainer, body language expert, author, business coach, and former radio personality.
Janine Driver is the CEO of the Body Language Institute, an exclusive certification program that provides companies the fastest way to save time and make money. She is also an international trainer and keynote speaker who playfully provides salespeople, professionals, and executives with cutting-edge, scientifically-based communication tools on how to win new business, increase sales, improve selection of salespeople, and sales managers, and generate a significant return on investment.
Janine is a popular media guest who had made appearances on the Dr. Oz Show, The Rachael Ray Show, NBC™ TODAY, and NBC™, Weekend TODAY, FOX News, and CNN™, Larry King Live. She has been quoted in the New York Times, the Washington Post, and in magazines such as Cosmopolitan and Psychology Today.
For over a decade while at the ATF, Janine trained thousands of law enforcement officers to decipher fact from fiction using the body language interpretation methods she writes about in her New York Times Best-Seller, You Say More Than You Think: A 7-Day Plan on Using the New Body Language to Get What You Want. Janine travels the globe speaking to the corporate world about the fastest way to save time and grow business.
Lisa Ford is a speaker with over 20 years of experience presenting to businesses, associations and government. She speaks across North America and internationally on topics of customer service, leadership, teamwork issues and change. Lisa is best known for her work in the areas of customer service. She is the author of the videotape series How to Give Exceptional Customer Service, the #1 selling business tapes in the U.S. for over 3 years. Her other videos and audiotapes include: Developing a Customer Retention Program, Building a Customer Driven Organization: The Manager's Role and Personal Power. Her recent book is Exceptional Customer Service: Going Beyond Good Service to Exceed the Customer's Expectations.
Lisa designs content personalized to the audience and issues they face. She has also customized numerous videos for clients to use in their ongoing education efforts. Lisa's experience includes working with Pfizer, Viacom, Edward Jones, CSX, Kaiser Permanente, Morton's of Chicago, Citgo, American Gas Association, American Diabetes Association and American Veterinary Medical Association.
In 2002, Lisa was inducted into the Speakers Hall of Fame by the National Speakers Association. She is one of 140 speakers who have been honored over 30 years. She also serves a Board Member of the College of Arts and Sciences at the University of Tennessee.
Bestselling Business Author, Keynote Speaker on Innovation, Leadership, and the SheEconomy
About Dr. Jackie Freiberg - Award Winning Author & Speaker on Leadership and Accountability:
Dr. Jackie Freiberg is dedicated to helping leaders create BEST places where the BEST people can do their BEST work to make the world BETTER. According to a national survey, Jackie is recognized as one of the “Top 30 Best Minds on Leadership” and is one of the most sought-after female business speakers in the nation.
Jackie is NOT into canned speeches. You will never get an off-the-shelf or ready-made speech. When you book Jackie, your speech will be “tailor made.” She will work closely with you to thread your objectives into her message and co-create a keynote that has ROI and lasting impact.
In addition to speaking, Jackie is an international bestselling author, business owner, entrepreneur, and a leadership and culture consultant to various executive teams nationwide. She teaches graduate classes part-time at the University of San Diego, School of Leadership & Education Sciences and she also writes and speaks on the SheEconomy, a $20 Trillion female strength to know.
Her books include: the international bestseller, NUTS! Southwest Airlines’ Crazy Recipe for Business and Personal Success, its sequel GUTS!, BOOM! (7-timeless choices for inspiring leadership and accountability), NANOVATION (a how-to on innovation), DO SOMETHING NOW and Be a PERSON OF IMPACT, (two quick reads that will change your organization and your life), CAUSE! A Business Strategy for Standing Out In A Sea of Sameness, and most recently, BOCHY BALL!, an account of 3-time World Series Champion Bruce Bochy’s wins and losses in baseball, business, and life.
Jackie‘s clients span a wide range of industries and include:
Prudential, GNReSound, PULSE Network, Smurfit Kappa, TEDx, Navy Federal Credit Union, National Restaurant Assoc., Medtronic, Johnson & Johnson, Charles Schwab, Eli Lilly, Tampa General Hospital, Kohl’s, Hallmark, Stanford Children’s Hospital, CUNA, USAA, PNC Financial, Vail Resorts, Sony, Ken Blanchard Companies, McDonalds, National Life Group, Sundance Resorts, Kiewitt, Victoria Secret, Associated Builders & Contractors, MorphoTrust, Cisco, CVS, National Human Resources Association.
Bestselling Business Author, Keynote Speaker on Innovation, Leadership, and Change
My interests include sprinting to keep up with my work-out-aholic wife, doing anything adventurous with our three incredible children, compelling conversations with friends over good wine, and a periodic mental lapse into skydiving.
I grew up as a competitive snow skier and water skier. I’ve never won a World Cup, but in both sports I’ve skied with the best in the world. These gifted athletes taught me how to step through fear and adapt to ever-changing competitors, conditions, technologies and geographies. I have learned that if you take enough risks, eventually you will crash. But you only grow by getting out of the comfort zone. It’s also how you strengthen resilience and develop the ability to bounce back. Most of all, I learned that success is never final. I’m still chasing the best in the world, still learning and still getting better.
Motivating Speaker on Using Humor as a Sales Tool, to Improve Service, Communicate and Improve Management.
Scott Friedman speaks on a variety of topics including employee and customer engagement, branded customer service, and personal branding. He's an inspirational speaker who also specializes in humor as a tool in sales, improving service, public speaking techniques and change management.
Scott's varied experience has brought him success in many industries including: hospitality, meetings, real estate, insurance, health care, education, government and just about any Association. Scott's greatest strength is his ability to customize the perfect program to fit the needs of any particular group. His improvisational comedy training, quick wit, and engaging material make Scott's valuable programs a bunch of fun to listen to.
Author of three books and co-author of four others, Scott's latest book, The Celebration Factor, is a practical handbook on how to bring more celebration into both your organization and your life. Based on Scott's extensive global research, interviews, and years of speaking around the world, this book offers strategies and examples from leading organizations that are successfully creating cultures of celebration in their workplaces.
Scott's book, Punchlines, Pitfalls and Powerful Programs - Ten Surefire Ways of Adding Humor to Your Presentations, is the perfect resource for those looking to connect with their clients. Scott outlines effective methods for engaging and educating an audience through humor and story telling. His book Using Humor for a Change is chock-full of great ideas to lighten-up the workload. The book proves to be the perfect remedy for stress and burnout.
In addition to speaking all over North America, Scott spends 20% of his time speaking throughout Asia and other locations around the globe. His international clients include Singapore Airlines, the Singapore Government, Gold Fields of South Africa, Young President's Organization, Hyatt Asia, and many of the Fortune 1000 companies. He offers to all of his clients a global and culturally sensitive perspective on how to get more out of work and out of life. He is always sure to do his homework to ensure that all groups feel at home no matter where they might be.
Co-Author of The Experience Economy: Work Is Theater and Every Business A Stage. Speaks on strategy and customer service.
James H. Gilmore specializes in provoking executives to think more richly and constructively about growth and innovation. Combining imaginative business thinking with practical analytical tools, Jim excels at helping businesses conceive new ways of understanding customer needs and adding value in the marketplace. To direct new strategic thinking and foster greater corporate ingenuity, Jim leverages insightful frameworks drawn from his world-renowned expertise in three innovation disciplines:
First, Jim challenges organizations to think beyond goods and services as means to overcome commoditization and engage customers with truly new forms of output. His highly influential work, The Experience Economy: Work Is Theatre & Every Business a Stage, now published in fifteen languages, literally wrote the book that spawned worldwide attention in experience design, experiential marketing, and customer experience management. Gilmore's thinking on the subject is unparalleled in terms of challenging businesses to explicitly create value in two customer currencies: the importance of their time and the desire to achieve personal transformations.
The second innovation area in which Jim assists businesses is in mass customizing products and processes. He is co-editor of Markets of One: Creating Customer-unique Value through Mass Customization, which addresses how to best pursue customized offerings in the face of increasingly fragmented markets. Jim challenges businesses to go beyond mere customer satisfaction (the gap between what customers expect and what they perceive they get) to focus on the new innovation metric of customer sacrifice (the gap between what customers settle for and what they want exactly) in uncovering new innovation opportunities. Not limited in any way to consumer businesses, Gilmore argues this metric in particular holds the key to creating value in B2B relationships.
The third arena of innovation directs businesses to consider a whole new consumer sensibility in today's marketplace, namely the desire for authenticity. Jim's most recent book, Authenticity: What Consumers Really Want, outlines how authenticity must be managed as a distinct business discipline if any innovation is to find a receptive buyer. Here Jim addresses ways for businesses to innovate that go beyond appeals to availability, cost, and quality - outlining the deliberate steps needed to gain the perception of authenticity and a reputation as real.
Jim has worked across a wide array of industries. His work in experience innovation has included helping a number of hospitality clients, technology firms, equipment manufacturers, restaurant chains, and medical care businesses. He has helped both goods manufacturers and service providers incorporate principles of mass customization into their operations Jim's work in helping organizations render authenticity has primarily focused on travel and tourism, real estate development, and urban renewal.
Jim is co-founder of Strategic Horizons LLP and a Batten Fellow and Adjunct Lecturer at the Darden Graduate School of Business at the University of Virginia. He is a graduate of The Wharton School of the University of Pennsylvania, an alumnus of Procter & Gamble, and before co-founding Strategic Horizons LLP was head of CSC Consulting's Process Innovation practice.
Author of The New York Times bestsellers The Sales Bible and The Little Red Book of Selling, Jeffrey offers expert advice on understanding your customers and increasing your sales
Jeffrey Gitomer is a creative, on-the-edge, writer and speaker whose expertise on sales, customer loyalty, and personal development is world renowned. He is known for presentations, seminars and keynote addresses that are funny, insightful, and in your face. Jeffrey gives audiences information they can take out in the street one minute after the seminar is over and turn it into money.
Jeffrey Gitomer is the author of The New York Times best sellers The Sales Bible, The Little Red Book of Selling, The Little Black Book of Connections, and The Little Gold Book of YES! Attitude. Most of his books have been number one best sellers on Amazon.com and have appeared on major best-seller lists more than 500 times and have sold millions of copies worldwide.
Jeffrey gives public and corporate seminars, runs annual sales meetings, and conducts live and virtual training programs on selling, YES! Attitude, trust, customer loyalty, and personal development. His customers include Coca-Cola, US Foodservice, Caterpillar, BMW, Verizon, MacGregor Golf, Hilton, General Motors, Enterprise Rent-A-Car, AmeriPride, NCR, IBM, Comcast Cable, Time Warner, Liberty Mutual, Principal Financial, Wells Fargo Bank, BlueCross BlueShield, Carlsberg, Mutual of Omaha, AC Neilsen, Northwestern Mutual, Church Mutual Insurance, MetLife, Sports Authority, GlaxoSmithKline, The New York Post, and hundreds of others.
Jeffrey's syndicated column, Sales Moves, appears in scores of business journals and newspapers in the United States and Europe, and is read by more than four million people every week. His WOW website, Gitomer.com, gets thousands of hits per week from readers and seminar attendees. His state-of-the-art presence on the web and e-commerce ability has set the standard among peers, and has won huge praise and acceptance from customers.
For over 20 years, Scott Greenberg has captivated audiences with his high-energy presentations on leadership and peak performance mindset. His diverse client list includes Nike, Coffee Beanery, the Wyndham Hotel Group, the U.S. Air Force and countless other businesses, schools and associations. He’s presented in all 50 U.S. states, as well as in Canada, Ecuador, Jamaica, Aruba and Saudi Arabia.
Discussing both skill set and mindset, Scott helps business leaders and their teams elevate performance and grow their companies. He challenges conventional thinking and gets people immediately focused on the ideas and action that matter most.
In 2005, Scott built his first of two “Edible Arrangements” franchises in Los Angeles. His company regularly ranks among the top grossing operations in California and has won the Edible Arrangements “Best Customer Service” and “Manager of the Year” awards out of more than 1000 franchisees worldwide.
Scott received his bachelor’s degree from UCLA in 1992 and was awarded a scholarship to attend graduate film school at New York University. He was diagnosed with cancer after only one semester and returned to California for treatment. After successfully beating the disease, he celebrated by running the Los Angeles Marathon to raise money for cancer research.
Scott currently lives in Los Angeles with his wife and two kids.
Jill Griffin is an independent public board director, internationally-published, Harvard “Working Knowledge” author, and noted corporate advisor on customer loyalty.
Her customer loyalty video courses are featured on the training site, Lynda.com, which LinkedIn acquired in 2015 for $1.5 billion.
Jill holds her Bachelor of Science (Magna Cum Laude) and MBA degrees from the University of South Carolina Moore School of Business and is the recipient of the 2005 Distinguished Alumna Award and is a member of the Moore School’s Board of Trustees.
She served as chairwoman of VisitAustin.org for eight years helping attract conventions and visitors to the "Live Music Capital of the World.” In this capacity, Jill lead the marketing and sales division of the City of Austin.
Launching her loyalty consulting firm in 1988, Jill saw early the trend toward customer and employee loyalty. Her first book, Customer Loyalty (1995, 1997, 2002), has been published in eight languages. Two awarding-winning books followed: Customer Winback (co-authored) and Taming the Search-and-Switch Customer.
Jill’s fourth book, released in 2016, is Earn Your Seat on a Corporate Board: 7 Steps That Build Your Career, Elevate Your Leadership and Expand Your Influence. Followed by Women Make Great Leaders: Real-World Lessons to Accelerate Your Climb (May 2017), and her most recent Follow These Leaders: Wisdom and Mentorship from the Voices of Success (Feb 2019).
Leading authority on change management, customer relationships. Former Director of Customer Service and People & Culture at British Airways.
Larry Hochman is one of the most popular keynote speakers in the world. He is a globally recognized expert on Customer Relationships, Corporate Culture, Leadership, Talent Management and The Future of HR.
Larry Hochman spent 10 years in Senior Management roles with British Airways and the loyalty management company, Air Miles, in both New York and London. His roles included Director of Customer Service and separately, Director of People and Culture - he being the first person in Britain to hold this title. Since 1998, he has been running his own speaking, mentoring, and consulting business. Larry is one of the most popular keynote speakers in the world and has now delivered nearly 500 speeches in 60 countries and has spoken on every continent.
Alongside his numerous speaking engagements all over the world, Larry, who pioneered corporate mentoring work in the U.K. at Air Miles, is the personal mentor to several Chief Executives.
A Powerful Sales 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, Erricson, SYSCO Foods, Dryers Grand Ice Cream, Comcast, and many, many more.
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.
Find a Customer Service Speaker
The Sweeney Agency will help you find the best Customer Service Speaker for your event by providing you with all the information you need to make the right decision. We take into account your event objectives, audience dynamics and expected outcomes. We provide you with Professional Speaker bios, video clips, topic outlines, and independent perspectives on the best motivation speakers on Sales and Client Service Speakers available. Working closely with the Customer Service speaker you choose, we will ensure he or she delivers a customized presentation that informs, inspires and entertains.