THE WOW vs POW CUSTOMER ENGAGEMENT METHOD
Customer expectations have changed. What do they want now?
In this wildly entertaining keynote, your attendees will benefit from these takeaways:
Ross has rescued 23 companies from bankruptcy – buying them from bankruptcy courts well below book value and selling them for a profit.
So successful were these turnarounds that Ross has written and produced (16) H.R. Training films and (5) books on the subjects of Customer Experience, Customer Effort, Customer Empathy, and how to reduce Customer Friction.
Ross’s research revealed that the old ways of gaining customer loyalty weren’t working anymore. So, He revolutionized a system to boost customer satisfaction scores in the most simple way. A technique that works for training first-time team members as well as getting quantifiable support from the C-Suite.
There is no guarantee that scores go up when we WOW the customer. But scores ALWAYS rise when we eliminate the mistakes and blunders with our customers. Ross brings his case studies to the keynote as well as his signature brand of humor.
