Ross Shafer

In this fun and enlightening keynote, Ross dissects which organizations succeed, which ones fail…and the reasons why. Becoming Relevant (to both your customers and team members) can allow you to get a 2-year lead on your competition. Market relevance is the ONLY way to secure your growth in an ever-evolving economy. Ross unveils inspiring case studies that span the landscape of retail, manufacturing, B2B, construction, high-tech, and healthcare.

Key takeaways include:

• What it Means to Become Relevant
• How to Engage the "On Demand" Customer Mentality
• How to Generate Tiny Innovations that Produce Explosive Profits.  
• Obsess About Your Competition (Business Intelligence is Your Friend)

This is a personal and professional development program that will re-energize your team members and leaders. Maybe your industry practices have changed and you want to shift your collective thinking to ‘reinvention mode.’ Maybe you want to get Buy-In for revolutionary ideas. Maybe you want your team to become Absolutely Necessary contributors to your organization’s growth.

Here’s how:

• Eliminate Corporate Tunnel Vision (aka Creativity Under Pressure)
• Make Good Decisions Under Pressure
• Obsess About Your Competition (Business Intelligence is Your Friend)
• Get Buy-In For Your Ideas.
• Use Technology as Your Next Big Weapon
• Win With What You Have

Beyond 'Customer Experience' Mapping
The way customers now interact with technology (mobile, kiosk, digital push, ecommerce) has caused a tectonic shift in their buying habits. We coach organizations on the need to design, engineer, and execute a deliberate Emotional Customer Journey informed by those technologies.

'The Dashboard' Gets Turbocharged
The next generation of CRM analytics (customer relationship management) has evolved re: customer behaviours. 2020 companies are incorporating Social Listening, Predictive Analysis, Trend Spotting, Automated Marketing, Social Campaigning, Content Management, and Ethno-Analytics. These new tools can accelerate your revenue engine. Big Data and Digital Marketing will fuel your virtual sales force.

The Take-Aways:

• Where Do We Start? We encourage organizations to build a Digital Relationship Engine; designed to leverage both inbound and outbound marketing. This engine creates demand, captures the customer, and retains the ‘asset' – digitally and emotionally
• Leverage the Inbound Channels. Customer buying habits should be tracked by curated information, LinkedIn, email, blogs, chat, ecommerce, mobile apps, and websites. Inbound channels are the source of collecting Big Data (at every touch point) that can be used to test new product and/or service offerings, as well as shape your new mobile apps.
• Exploit the Outbound Channels. The digital revolution has enabled us to reach the customer faster, more efficiently, and (best of all) more emotionally. Outbound channels that drive demand for your goods and services include Videos, PowerPoints, Blog posts, Whitepapers, Infographics, Social Media, Forums, and Ratings Sites.
• The Effortless Customer Experience. While the task of designing and engineering a Next Gen CRM system may seem daunting, the effort has a highly profitable upside. You can eliminate the unpredictability of the customer experience. We can help you make transactions feel effortless. Developed by our consulting team at Future Point of View, we now have the precise toolkit to create an individually designed “journey” where the customer feels respected, rewarded, and eager to return.

High energy and hilarious keynote and perfect for setting the opening tone or ramping up your conference's closing message. Ross Shafer's personal story will inspire your team members. He went from small town pet shop manager...to Emmy® award winning TV host...to renowned business author and Hall of Fame speaker. He accomplished 'the impossible' by being a fierce proponent of taking personal responsibility in your professional and personal life. Ross will teach your team how to become World Class.

The Take-Aways

• No Excuses. No Blame. No Surrender
  
• How Paying Attention to The Small Stuff Returns Big Rewards
  
• How to Make Your Efforts "Go Viral”  
  
• How to Keep Your Business and Personal Life in Perspective

This new Customer Experience presentation is a simple but effective approach for both entry-level employees and seasoned leaders to instantly know what to do (and what not to do) to improve customer scores.    Less than three months after Ross introduced these lessons to an energy client, they saw their J. D. Power scores jump by 21 points.