Tom Connellan
One of the country's leading authorities on creating customer retention and service quality, Connellan helps leading companies forge stronger bonds with their customers.
One important point Tom brings to your meeting from those 110,000 transactions is the critical employee satisfaction -» customer satisfaction -» profitability link.
Most sales managers have a least one rep who is underperforming in some way. This session gives the manager proven tools to turn around those marginal performers within 60 days. Based upon Connellan's research into high performance over the last twenty years, this session has three messages: Believe in them, hold them accountable, and provide a supportive environment.
Handling Difficult Discussions
Topics
Creating Exceptional Customer Experiences
This presentation shows you why customers are tougher today and what you need to do about it right away. It's tied in part to Tom's Wall Street Journal Bestseller Inside the Magic Kingdom (which describes how Disney creates exceptional customer experiences and how you can do the same).
His basic premise about brands and customers is that "a brand does not and cannot exist separately from your customer’s experience." As Tom puts it, "your customer’s experience is your brand!"
Participants see how creating an exceptional customer experience builds both a winning brand and a winning bottom line. They learn the five different levels of loyalty and what it takes to move customers from one to the next.
Tom takes you behind the scenes at companies that create world-class customer experiences. He combines that with the latest research to show you how to capture the hearts and minds of your customers. He and his partners have conducted research covering more than 110,000 customer transactions. This solid background assures that your participants will receive meaningful content they can use right away.
One important point Tom brings to your meeting from those 110,000 transactions is the critical employee satisfaction -» customer satisfaction -» profitability link.
He describes how a single internal factor directly drives customer loyalty and profitability in such compelling terms that engineering teams, entire IT departments, C level executives, sales teams, manufacturing managers, HR departments, and others regularly participate in this session.
Key points Tom covers include:
Why, in the eyes of your customer, your competition isn’t who you might think it is and what to do about that.
How to capitalize on the one internal factor that stands out above all others as the largest single predictor of customer loyalty.
How to retain at-risk customers.
How to find out the real reason a customer stopped buying from you.
Why customer satisfaction is a poor predictor of loyalty and what to do about that.
Alternate Titles: Creating Exceptional Customer Experiences, Experiential Branding, Focusing on the Customer
This presentation shows you why customers are tougher today and what you need to do about it right away. It's tied in part to Tom's Wall Street Journal Bestseller Inside the Magic Kingdom (which describes how Disney creates exceptional customer experiences and how you can do the same).
His basic premise about brands and customers is that "a brand does not and cannot exist separately from your customer’s experience." As Tom puts it, "your customer’s experience is your brand!"
Participants see how creating an exceptional customer experience builds both a winning brand and a winning bottom line. They learn the five different levels of loyalty and what it takes to move customers from one to the next.
Tom takes you behind the scenes at companies that create world-class customer experiences. He combines that with the latest research to show you how to capture the hearts and minds of your customers. He and his partners have conducted research covering more than 110,000 customer transactions. This solid background assures that your participants will receive meaningful content they can use right away.
One important point Tom brings to your meeting from those 110,000 transactions is the critical employee satisfaction -» customer satisfaction -» profitability link.
He describes how a single internal factor directly drives customer loyalty and profitability in such compelling terms that engineering teams, entire IT departments, C level executives, sales teams, manufacturing managers, HR departments, and others regularly participate in this session.
Key points Tom covers include:
Why, in the eyes of your customer, your competition isn’t who you might think it is and what to do about that.
How to capitalize on the one internal factor that stands out above all others as the largest single predictor of customer loyalty.
How to retain at-risk customers.
How to find out the real reason a customer stopped buying from you.
Why customer satisfaction is a poor predictor of loyalty and what to do about that.
Alternate Titles: Creating Exceptional Customer Experiences, Experiential Branding, Focusing on the Customer
Bringing Up the Best in Others
Bringing Out the Best in Others is based on the premise that everyone has at least one person who’s underperforming. It shows you how to get everyone performing up to their potential and then keep them there. It’s a New York Times Bestseller.
"Who's the underperformer you know? Someone on your sales team? The person over in the other department who never quite gets it all together for you? Maybe it's a key individual who performs well for a while, then slips; you talk; performance improves, then slips again. You'll find out why this happens, and what to do about it, in chapter 6. Maybe you need to confront nonperformance in a manner that gets commitment to improve rather than half-hearted compliance. The five steps to that commitment are laid out in chapter 8. Maybe you just need another 5 or 10 percent from everyone. Whatever the performance situation, you can now have a tool kit to turn that situation around.
"The success of any organization depends on the outstanding efforts of it's people. Bringing Out the Best shares learning and lessons for leaders at every level to energize their teams."
J.W. Marriott, Jr.
Chairman, Marriott International, Inc.
"Who's the underperformer you know? Someone on your sales team? The person over in the other department who never quite gets it all together for you? Maybe it's a key individual who performs well for a while, then slips; you talk; performance improves, then slips again. You'll find out why this happens, and what to do about it, in chapter 6. Maybe you need to confront nonperformance in a manner that gets commitment to improve rather than half-hearted compliance. The five steps to that commitment are laid out in chapter 8. Maybe you just need another 5 or 10 percent from everyone. Whatever the performance situation, you can now have a tool kit to turn that situation around.
"The success of any organization depends on the outstanding efforts of it's people. Bringing Out the Best shares learning and lessons for leaders at every level to energize their teams."
J.W. Marriott, Jr.
Chairman, Marriott International, Inc.
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"We thoroughly enjoyed your straight-shooting content and engaging style. You did your homework and it showed because people appreciated the way you interwove our language and examples into the key points you were making."
President and COO
AAA Mid Atlantic