Jim can adapt any of his programs for virtual presentation, and has extensive experience presenting, conducting workshops, and hosting webinars virtually
During the COVID-19 crisis and beyond, he can engage and entertain audiences of any size effectively online to deliver interesting, practical information that will improve the way your company does business.
Capabilities include high-quality equipment to broadcast his presentations, and moderation assistants to facilitate seamless Q&A sessions or other interactive activities.
Win Customers for Life!
Are you creating a customer experience based on your company’s needs or your customers’? Focusing on your customers is the way to go…but how do you get there?
This entertaining and informative presentation will show you how to create loyal, satisfied customers who will buy more, recommend you more, and even forgive you more when you make mistakes (which we all will, eventually).
Through real-world examples and engaging stories, your employees will learn best practices on how to deliver an unrivaled customer experience to elevate your brand above the competition.
Customer Experience Strategies for a Changed World
How can you get your CX efforts back on track once the threat of COVID-19 recedes? Very carefully. Your teams and your customers have been through a lot. But this crisis also presents an opportunity.
If you get it right, you can not only make up for lost time, you can position your organization to thrive in our “new normal.”
The ways the pandemic has changed how we do business, and the hardships it has caused many of your customers, are likely to persist for quite some time. But now you have a chance to get back to business better and smarter by focusing on building your emotional connection with customers who have already demonstrated that they want to do business with you.
Let me show you how to utilize this time of transition to:
- Segment your customers to identify the most important (i.e., most profitable) ones.
- Prioritize your journey improvement efforts to have the greatest impact by providing these top customers with an exceptional experience that increases loyalty as well as revenue.
- Deploy modified versions of those journey improvements to meet the needs of other customer segments, motivating them to join the ranks of your “elite” segment, too.
By focusing on removing friction, adding delight, and building an emotional connection for your best customers as they navigate the post-COVID-19 journey, you can boost your bruised bottom line in the most efficient and cost-effective way. Providing a prestige experience for your most dependable customers cements their loyalty, lets them know they’re valued, and generates financial rewards for years to come.
Don’t Make It Hard to Be Your Customer!
Organizations that are easy to work with earn customer loyalty, and the significant financial rewards that go with it. Learn how your company can become one of them!
We all know it costs more to find a new customer than keep an existing one, so now is the time to focus on delighting the customers you already have. They have shown that they want to do business with you – stop giving them reasons not to!
You’ll come away from this presentation with insights on how to leverage voice of the customer research to:
- Identify your best customers so you can provide an exceptional experience for them.
- Act to reduce friction and customer effort in the most impactful ways.
- Improve the journey for everyone while reducing costs and boosting revenue.Create an Amazing Customer Journey
Journeys are how your customers interact with your brand, where they form their opinions about what you have to offer, and when they decide whether you’re worth doing business with. Yet two-thirds of companies fail to create a customer journey that leads to customer loyalty. Stop being one of them!
Jim will show your teams the best practices needed to break down silos and create an amazing customer journey effectively and intentionally.
This presentation is based on my authoritative journey mapping guidebook, How Hard Is It to Be Your Customer?
Solve for Silos (Workshop for Executives Only)
When your teams align on strategy, they work more efficiently and effectively, provide a better experience for customers, and are more motivated to achieve your business goals. We’ll explore the factors preventing your organization’s silos from aligning, and the best-practice ways to overcome those challenges.
You’ll come away from this enlightening workshop tailored to leadership audiences with the tools and insight needed to build a differentiating experience that will take your brand (and earnings) to the next level.