Keynote · Customer Expectations
“WOWing” Customers Doesn’t Guarantee Loyalty.
Companies spend millions trying to “WOW” customers, then lose them over a missed callback. Ross shows why loyalty comes from everyday promises kept.
Customer expectations have changed.
The surprise-and-delight moments still get the applause. But reliability gets the repeat business.
Ross has written and produced 16 Human Resource training films on the customer experience, and four books on the subject. Customer engagement was the core engine behind his mission to rescue 23 companies from bankruptcy.
His WOW vs. POW method shows why loyalty comes from everyday promises kept, and why a single missed callback can undo every grand gesture that came before it.
Your audience leaves knowing
01
The difference between a WOW moment and a POW habit, and which one keeps your customers coming back.
02
The small, repeatable behaviors customers notice most.
03
How to measure loyalty by what customers do, not what they say on a survey.
This keynote is best for
Customer experience initiatives · Front-line teams · Hospitality · Retail · Banking · Credit unions · Healthcare
Clients who booked Ross again.
Hospitality, retail and banking leaders on what changed after Ross spoke to their teams.
“After five events from Miami to Vienna, Austria, we want to book two more. You’re amazing.”
Hilton Worldwide
Sr. Sales VP
“You were the hit of the convention, the best we’ve had in 33 years.”
Carpet One Floor & Home
President
“I want to thank you for speaking at our event twice! We got comments like ‘Ross Shafer was fantastic.’”
Wells Fargo
SVP
Check Ross’s availability for your date.
Ross works directly with his business partner, Allison Dalvit. Share your event date, audience and goals, and she will walk you through fees, travel and customization.