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ROSS SHAFER
THE CUSTOMER EMPATHY™ SOLUTION
Ross Shafer is a 6-time Emmy® award winning Network Talk Show host and comedy writer who has turned that same discipline to excellence toward the corporate marketplace. He has written and produced (14) Human Resource training films on Customer Service, Leadership, and Sales. Ross speaks to 100+ organizations each year.
SHORT PROGRAM DESCRIPTIONS:
NOBODY MOVED YOUR CHEESE!
Ross says, “Success is your own fault. We shouldn’t look outside ourselves for quick answers or easy motivational formulas.” This is a program about Accountability and taking Personal Responsibility for your own success. Ross was a small town pet store manager whose dream was to become a network talk show host like his idol, Johnny Carson. In less than 6 years of focused effort, his dream came true when he was named host of the Fox Late Show - where he competed head-to-head in the late night wars against Johnny Carson and David Letterman. In this program you’ll learn: 1) Why the world needs focused experts like you. 2) How to exploit your hidden talents. 3) How to tap into the enthusiasm of your coworkers. 4) How to get your customers to accelerate your career, for you. 5) How to Self-Motivate by example.
THE CUSTOMER EMPATHY™ SOLUTION
Part I
Ross says, “Ordinary customer service doesn’t work in a Post 911 economy. It’s Customer Empathy™ - the art of understanding the customer’s emotional state before, during, and after the transaction that will insure long term growth and loyalty.” After dissecting 1,000 random customer complaints in 2004 and 2005, Ross wrote the books, “The Customer Shouts Back!” and “Customer Empathy™” to depict how dramatically the customer’s expectations have changed in recent years. Ross discovered that the customer isn’t always right. But, they are always vulnerable. According to Ross, “Emotions drive every purchase transaction - not price or location.” In this program, you’ll learn exactly how to implement Customer Empathy™; as well as the Top Changes you need to make to win your customer’s long term loyalty. You’ll also see numerous examples of organizations that are experiencing record profits by using these principles.
THE CUSTOMER EMPATHY™ SOLUTION
Part II
This is a great follow up to Part I - Same point of view but with - New Stories - New Case Studies - More Inside Customer Psychology. Funny and plenty of audience Interaction.
UNCONVENTIONAL THINKING:
The Masters Course
TV host, HR film Producer, and Keynote favorite, Ross has discovered very early that nobody ever made big things happen by following conventional wisdom. "Unconventional wisdom has NO competition," says Ross. Ross cites how he invented Bill Nye, The Science Guy...and won Esquire Magazine's "Dubious Achievement Award" as examples of swimming against the tide into a blue ocean of opportunity.
KEYNOTE POINTS:
1. Take a skeptical look at who's telling you to avoid taking intellectual risks...and why?
2. Can the "market leaders" in your industry move as quickly as you can?
3. Being unconventional will have the press banging on your door in the middle of the night.
4. Unconventional wisdom prevents you from promoting your competition's brand.
5. Why YOU should be the president of your own fan club
IS YOUR BUSINESS STAYING RELEVANT?
This is the most important question that should keep your business up at night. They used to call it "Change" but that is too slow a word in this new global E-Driven economy. Because Ross speaks to over 100 organizations each year, he has a front row seat to both the best practices...and the worst. He sees who's failing and who's succeeding. The organizations who constantly respond to their relevance...and keep reinventing themselves...spend a lot less time worrying about the competition and more time counting their profits. You'll leave this session with the answers and directives you’ll need to stay relevant in your marketplace....today and tomorrow.
KEYNOTE POINTS:
1. What if you've been in business 30 years?
Does that matter?
2. Why is business "off?" and we can't seem
to pinpoint it?
3. Case studies of organizations who lived in
denial about a changing market.
4. Where do we start reinventing ourselves?
5. How to stay relevant to your customers
6. How to stay relevant to your employees
7. How to know if you're prepared for
future changes?
MASTERFUL MC
Ross is available for a limited number of multi-day conference hosting duties. Because of his talk and game show experience, Ross is the perfect moderator for events that feature A-List Celebrity guests…or your top level executive panel discussions. Ross is comfortable asking the tough questions in a way that is disarming, funny, and insightful. He has led interviews and Q & A for such luminaries as Jack Welch, Senator Bob Dole, Queen Noor of Jordan, Rev. Al Sharpton, James Carville, Henry Winkler, Super Execs. Larry Bossidy & Ram Charan, Rap Mogul Russell Simmons, George Will, Secretary of Labor Alexis Herman…and dozens of others. You can trust your event will be on time, on target, and energized with Ross at the helm.
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865 - 546 - 0000
