Here’s the formula for Sustainable Success: Find several
great customers, turn them into evangelists and they will take you to the
promise land! If this sounds easy, it is. However, it’s highly unlikely you
will turn your external customers into loyal evangelists until you turn your internal
customers (your employees) into loyal evangelists.
Scott Deming takes his thirty plus years of business
ownership, board positions, working with small, independently owned companies
as well as multi-national, publicly traded corporations, employee relationship
expertise, customer experience savvy, and wraps it into the most comprehensive,
easy to implement and energetic program you’ve ever seen. As one national publication
wrote: “Scott Deming’s customer experience process is more like the ten moral principles
for great business practice and success!”
Scott Deming speaks for and trains companies across the
globe – big and small, in just about every industry. From CEOs to business
owners to managers to sales people to customer service reps, Scott Deming’s
programs have transformed individuals and organizations alike, showing them the
real process for customer evangelism and lasting customer loyalty. As Scott
Deming says – “There is no correlation between a satisfied customer and a loyal
customer. A satisfied customer will stay with you until the next best deal
comes along.” Move your customers from satisfied to loyal, with the process
Communicate better. Become a stronger leader. Build a
team that loves the corporate mission and sells with passion. Improve business
and increase sales. Create a powerful, emotional, one-of-a-kind cult brand.
Turn customers into evangelists for life. Be a marketing machine. Own your
space. How? Come experience Scott Deming and learn how to transform yourself
and your organization into a powerful, emotional brand that employees and
customers will want to belong to.
Creating the Ultimate Customer Experience!
Scott Deming is a seasoned communications and marketing professional with over twenty years of national advertising experience. Now, he transcends the traditional “Brand Building” concept to a unique and unexpected level with the highly popular “Creating the Ultimate Customer Experience” presentation.
“What do people think of when they see or hear your name? Think about this question very seriously. In other words – How Powerful is Your Brand?” This is the question Scott Deming asks his audiences. Then, he shows them how to create the most loyal customers and the most powerful brand in their industry.
Scott Deming’s presentation “Creating the Ultimate Customer Experience” breaks all boundaries of the typical customer service or brand building processes and dispels the popular yet incorrect thinking that Advertising and Marketing lead to powerful, emotional brands. He takes his audiences on a fast-paced, high energy journey through the six critical steps to creating the ultimate customer experience and building their powerful, emotional brand. Scott Deming inspires each and every attendee to turn a typical customer into an Evangelist! And as he says – “It is these evangelists who will take you to the Promised Land.”
Mr. Deming’s six step “Ultimate Customer Experience Process” includes:
1.Who Are You? What do you do, what do you sell?Critical and not so simple questions to get the audience thinking about their business. A five to ten minute exercise to see how every participant describes their business and their brand.
2.What’s Your Brand? What do people think of when they see or hear your name?How does your customer currently perceive you and your brand power?
3.Your Products and Services Merely Get You in the Game.A killer discussion and exercise that proves your stuff does not make the sale. Your service makes the sale and the ultimate customer experience is what keeps them coming back.
4.What is an Experience? Here Scott helps his audiences to really understand the difference between atypical service and an uncommon, innovative and emotional experience.
5.Create the Ultimate Customer Experience–By focusing more on relationships and less on featuresand benefits.Here Scott presents what he calls – “The Secret to Life” as he shows the attendees howto look at their lives from a completely different perspective. This segment also shows companies andindividuals how focusing on relationships and creating loyalty takes “Price” out of the equation.Customers are buying on value and trust, not price.
6.The Ripple Effect! A powerful and humorous lesson on “You never know who you’re dealing with and what the outcome of that interaction is going to be.”
One magazine called Scott Deming’s brand building process “Moral Principles for Effective Customer Service.” Learn how you can create the Ultimate Customer Experience and turn every customer into a loyal evangelist for life!
One Team – One Brand
Leadership essentials for creating the ultimate employee environment
This is where it all comes together! Great branding comes from turning typical customers into loyal, lifelong evangelists. Customers are transformed into evangelists by delivering unique, emotional, one of a kind, unexpected customer service. But make no mistake – great customer service starts from the inside, and ultimately starts at the top.
In this powerful, interactive program, leaders will better understand how to effectively communicate, motivate and empower their people to work together toward one common goal – a goal that they not only understand, but whole heartedly believe in.
Everything from water cooler conversations to staff meetings to email communications to phone tree hell to customer relations begins and ends with effective management and team building skills. Some managers have it, most do not. It’s not a matter of intellect or education. It’s a matter of understanding and implementing.
Learn how to attract and keep the “best” employees. Learn how to motivate “everyone” to have the passion to serve. Learn how to create the “One Team – One Brand” environment that will make you more than just another choice to your customers. With this process, you’ll become “The Only Solution.”
Understanding and Managing Change
Techniques for dealing with generational perceptions and other employee attitudes
When a new, young employee realizes that her work computer is not even as up-to-date as her home computer, her perception of the company she works for takes a hit. In her mind, it’s not the computer that’s antiquated, it’s the company.
When a young employee sends an email to a colleague that in turn gets forwarded to a vendor or a client, chances are it’s laced with typos and acronyms, such as “JK”, “LOL” and “BBFN”. In his mind, this is a perfectly acceptable way to communicate with others at work, since this is the way he’s been communicating with friends and family for years.
Due to the ever growing accessibility to instant messaging, text messaging and emailing from computers and Blackberry’s, most of today’s workforce is losing their verbal and personal communications skills. They rely so heavily on the one-sided, static form of electronic communications that they forget there’s a person on the other side of the message that may be misinterpreting their thoughts, questions, instructions, etc. With one simple stroke of a key and push of the send button, entire communications may become misunderstood, unclear and ultimately acted upon incorrectly. Assumptions and mistakes are made, resentment builds, the trust factor deteriorates and any chance of a relationship and a brand building process is destroyed.
A person is hired by an organization and thereby given a title, salary and job description. When asked to help out in another area, or when told their position has been eliminated and they are now being moved to another position, they are crippled with confusion and uncertainty. “I thought THIS was my job?” “What now?” “Why?” “This isn’t what I was hired for.”
These and many other “changes” in the workforce must be addressed. A clear, simple and effective communications process must be implemented in order to deal with generational change, technology change, customer expectation change, job change and more. Scott Deming’s twenty-plus years of national advertising agency ownership and business consulting with multi-national, publicly traded companies, as well as small, independently owned entities has given him the experience and expertise to effectively deal with these issues. As part of the “Brand Building” process, it is imperative that management understands the techniques for creating an environment that welcomes and correctly manages change.
What his Clients are Saying
"I recently had the privilege of hearing
Scott Deming speak at a conference. As a speaker myself, and the
developer of our own educational programs, I have heard the great and the not
so great. Scott Deming easily rises to the 'great' class. He grabs
everyone's attention from the start and never lets go. After seeing his
presentation, I emailed my office and said, 'We've got to have this guy!'
We booked him for each of the next few programs we represent. He was a
hit - and people in our audience asked how they could get him to speak for
their group as well. Scott is the real deal, with a message that is truly
educational and - what's more - incredibly engaging and entertaining!"
- S. Scott MacDonald, Ph.D., President and CEO, SW Graduate School of Banking Foundation
"After two presentations, over a four year span, your message is clear, concise, and extremely relevant. Your ability to weave your message into real world scenarios resonates with the audience. Everyone needs to take a step back from the daily "activity" to analyze, strategize, and plan for both the short and longer term. In your short hour, our audience left with a renewed passion for company and personal success! I am happy to be a reference where and when needed!"
- Roger Toomey, President and CEO, UniPro Foodservice, Inc.
"Right on point! We had Scott join our 2014 North American sales kick off meeting and he was exactly what we were looking for in a motivation speaker to offer a road map for sales success. Everything from the message to the energy level to the passion was expertly conveyed and exceptionally well received by the entire organization. Scott provided the perfect tone and message to kick the year off right."
- Mike Caranfa, VP, Elster Solutions