HOW TO SUSTAIN A RELEVANT CULTURE
In this wildly entertaining keynote, your attendees will benefit from these takeaways:
TAKEAWAYS
1. RELEVANCE IS…THE MOVING TARGET
A culture must be constantly curated. Your team members want to be part of a dynamic organization that is nimble enough to adapt on demand. Ross will inspire your teams to replace complacency with out-of-silo thinking. Ross shares tactics for cultivating an endless supply of fresh ideas and solutions.
(2) CUSTOMER/CLIENT EXPECTATIONS HAVE EVOLVED
In his book, “No More Customer Friction” Ross shares case studies for how his WOW vs POW discipline caused satisfaction scores to skyrocket by preventing customer gut-punches, reckless customer disappointments, and inexcusable blunders that make customers choose your competition.
*A full breakout session on this topic is also available.
(3) THE RELATIONSHIP-BUILDING SECRET NOBODY TALKS ABOUT
Should we work overtime to create real relationships, or should we let A.I., and CRM’s do it for us? The answer is BOTH. Ross will teach you a little-known practice used by talk show hosts to generate trust and instant rapport.
(4) YOUR CULTURE IS DEFINED BY YOUR FINAL INTERACTIONS
Loyalty is tied to the emotional story you tell in the last few moments of every transaction. Beware of asking for customer evaluations. The wrong approach can destroy an otherwise perfect customer engagement. Ross will explain how this works.
