Your industry is going through tremendous change: technology is changing how business is done and what customers expect. More and more, businesses must differentiate themselves on the experience that customers have, in addition to the products and services offered. The way to stand apart from your competition and grow business is about offering a customer experience like no other. And don’t let the word “customer” limit your thinking. We all have customers – even if your customer is your boss. Whether the “customer” is external (customers and prospects) or internal (your associates, suppliers, your supervisor or your team), each of us is responsible for satisfying our customer constituencies. This fun and engaging, high content session will cover key methods of how companies, brands and products struggling to differentiate themselves in the “sea of sameness” can foster long-term loyalty and brand preference with exceptional and customized customer experiences. A "one-size fits all" approach to the customer experience is no longer viable. Using real world examples and best practices from successful organizations, you’ll learn how catering to customers’ differences can differentiate you from your competitors and give you the edge in a business that demands more from you than ever before.​ Key Learning Objectives: Learn the three principles that ensure an exceptional customer experience What to do – and NOT do – when things go wrong. The 5 words that customers want to hear and that work every time Key customer values and insights that will help you market, sell and service your customers more effectively 5 low-cost, no-cost action items that you can apply immediately ...less

Diversity in the workforce is a hot topic. Many employers are under pressure to make sure their workforce and employee base is diverse, inclusive and representative of the customers they serve. The most progressive organizations value diversity because they realize that a diverse workforce has positive impact on the bottom line. Such a workforce doesn’t just lead to better decisions and solutions and innovation - it has been proven to grow business and profits. And a diverse workforce doesn’t just mean employees of different racial and ethnic backgrounds; it can also mean diversity of thought. There are numerous ways we can be “diverse”: A new mom is in a very different place than one who is an empty nester. Someone with a master’s degree is very different than someone who went to a vocational/technical college. Someone who is foreign-born is different than someone who is U.S. born. “People not like you” takes away the baggage that is often associated with the word diversity and frames the subject in a more relatable way. We are ALL dealing with people “not like us”. Sometimes that can be frustrating, but it doesn’t have to be. When working with people who are not like you, friction can arise. Different people may not see eye-to-eye on an issue. They may have vastly different approaches to work. Their communication styles may be very different. Their comfort in working with technology may be miles apart. Cultural backgrounds and norms can differ. Even men and women can see situations differently. How do you work alongside someone who may be quite different from you, respect those differences and be effective in your role? And what about leading a diverse team? Leaders face daily the challenges of inspiring, communicating and executing strategy with their teams. Now imagine the challenges of leading teams that may be incredibly diverse! How does one motivate and lead groups of people who come from different backgrounds? How do you do that when people are motivated by different values and view the world and work through different lenses? This session takes the topic of work and leadership to a new place – one that is getting more attention every day and will continue to do so. ...less

Learn to recognize differences & to tailor your product, message or marketing efforts to reflect consumers' uniqueness. It may be counterintuitive to focus on differences, but this can really stretch your marketing muscles and bring incremental results. ...less

If you could grow your business simply by marketing to your existing customers and raking in more referrals, making money would be a cakewalk. But to generate new revenue, you have to win over the customers and clients you’re not getting, but could be. Now, more than ever, it’s important to reach new prospects in different ways to grow your business. It’s imperative to form a connection with customers and prospects in order to earn their business. This is especially true in the highly competitive business signage industry. But how do you form a connection with someone who is completely different from you? Whether it’s gender, age, lifestage, race, ethnicity or even communication preferences, you need to be able to break through barriers to connect in a meaningful way, build trust and differentiate yourself from your competition. People spend money on what they care about. Show your customers and prospects how you fit into what they need and what they value, and they’ll show you the money. By recognizing people’s differences and just tweaking your product, message, approach or marketing efforts to reflect their values, you‘ll get the business. Understanding your customers’ values is how you will reach new customers’ hearts, minds, and, ultimately, their wallets. Using consumer insights and real-world examples from successful companies, retailers and other organizations, “How to Market, Sell to and Serve People Not Like You” shows you how to create a deep, values-based connection between you and your customers and prospects. You’ll learn: Five low-cost / no cost things you can do right now to grow your business with new customers and increase customer satisfaction and retention The do’s and don’ts of marketing to different customer segments and their values The major macro trends that affect your business – and all of us – and how to leverage them for growth & customer satisfaction How to communicate in a relevant manner to stand out from your competition How to recover from a mistake that smooths things over EVERY TIME ​ ...less

You don’t have to be the boss to be a leader. In fact, now, more than ever, the way you approach your work, the business landscape and the very real challenges we all face define you as a leader – or someone who needs to be led. It’s time to step up and show your team, your customers, prospects and suppliers how you solve problems and keep the business moving forward. Leadership doesn’t come from holding a position or a big title. It comes from your actions. It comes from your mindset, how you communicate with others and leading by example. Tough times and hardship call for specific characteristics and approaches to be displayed and communicated. Honesty, transparency and empathy work psychologically to calm people and make them feel safe. And when people feel safe, they’re able to focus on their work. In this session, you’ll learn how to communicate those attributes in everyday business situations, while solving problems and moving the business forward. The result is a level of trust and loyalty that cannot be garnered any other way. In this program, you’ll learn: The five words that will soothe tension with your boss, your team or your customers every time Specific tactics on handling bad news: what to do - and what NOT to do How to build esprit de corps: the common spirit that inspires enthusiasm, devotion, pride and purpose in your team The three simple do’s and don’ts that transform tough situations into best possible outcomes with your customers and associates ...less

In a crisis or uncertain times, it’s more important than ever to connect with your customers and prospects, but in a meaningful way. But in current times, what it means to be meaningful is drastically different than what it was yesterday. People still need products and services, but if your message or approach doesn’t reflect the reality of tough times, you risk appearing irrelevant – or worse, out of touch and insensitive. Now, more than ever, it’s important to reach people in different ways to keep your business growing and stay top of mind through the turmoil. It’s imperative that your customers and prospects know that you’re on top of tough situations and that you have their back. Marketing and selling need to take on a different tone now, one that is about solving problems, not trying to simply move product out the door. People spend money on what they care about. And they don’t buy products, they buy solutions. Show your customers and prospects how you fit into what they need and what they value right now, and they’ll show you the money. By acknowledging people’s emotions, fears and anxieties and marketing with honesty and empathy, and by just tweaking your customer approach to reflect the times, you‘ll get the business. In this program, you’ll learn: Five low-cost / no cost things you can do right now to grow your business with new customers and increase customer satisfaction and retention The do’s and don’ts of marketing during a crisis so you come out ahead when the storm passes How to use honesty and empathy in your marketing and sales approach, without coming across as emotionally reactive How to communicate in a relevant manner to build trust, foster long-term loyalty and stand out from your competition ...less

Thought leadership is a hot topic right now – and for very good reason: Research from the National Center for the Middle Market shows that: 58% of decision makers choose a business based off thought leadership 61% of decision makers are more willing to pay a premium to work with a company that articulates a clear vision through thought leadership Statistics like this demonstrate that thought leadership is good for business. It costs nothing but time, and can position you as THE expert in your industry, your community and your area of specialization. As a thought leader, you become the “go to”, trusted source of information, insight, breadth of experience and expertise. But what exactly IS thought leadership? What defines it and how do you deliver it, measure it and use it to grow your business? In This Info-Packed, 30 Minute Program, You’ll Learn: What thought leadership is – and what it’s not (HINT: It’s not a sales pitch) Why it works – what makes it valuable to people and how it brings new business in the door How to create a simple, effective thought leadership plan that you can execute in 3 hours per week or less How to gauge reader/viewer/followers response – and how to harness their power to make your efforts even more effective and valued How to measure your progress and grow your following Specific examples will be used to illustrate effective techniques Do’s & Don’ts will be covered in detail ​ ...less

It appears WFH and working virtually is here to stay – at least for the foreseeable future. That means you need to acquire new sales and customer service skills to provide your customers and prospects an exceptional experience, just like you did when you could see them and work with them face-to-face. You know how to sell. You know how to communicate effectively with your customers. Now you just need to know how the strong skills you already have translate to the virtual world. It’s different, but not that difficult. And it’s critical, so you don’t lose the traction and momentum you’ve worked so hard to build. You can OWN and conquer this virtual world! In This Info-Packed, Webcast, You’ll Learn: First things first: the basic and inexpensive tools/equipment you need to look like a rockstar on camera – and simple tips and do’s & don’ts to make you look pulled-together, polished and professional. The 5 most effective virtual selling techniques and why they work The most beneficial communication techniques and approaches that clients and prospects are receptive to and that demonstrate that you know how to provide exceptional service. And the EXACT words they need to hear from you now. How to communicate your value to your clients, so there is no doubt you’re the problem-solver and solution provider Specific examples will be used to illustrate effective techniques Do’s & Don’ts will be covered in detail ​ ...less

It appears WFH and working virtually is here to stay – at least for the foreseeable future. That means you need to acquire new skills now – to wow your boss and provide your customers and colleagues an exceptional experience, just like you did when you could see them and work with them face-to-face. When it comes to meetings and discussions, all we have now is our on-camera image and conduct. Your personal “brand” is reduced to a small square on-screen. It’s imperative to know how the strong skills you already have translate to the virtual world. It’s different, but not that difficult. Small actions, like gestures and “eye contact” seem larger than life in a virtual format, so it’s critical, to learn what works – and what doesn’t on camera. In This Info-Packed Webcast, You’ll Learn: First things first: the basic and inexpensive tools/equipment you need to look like a rockstar on camera – and simple tips and do’s & don’ts to make you look ultra-polished and professional. Tips and tricks for clothing, the do’s and don’ts of how to eat and drink on a virtual call, and camera tricks that make you look more awake & alert Specific tactics to communicate your value to your customers, colleagues or boss, so there is no doubt you’re the problem-solver and solution provider Specific examples will be used to illustrate effective techniques Do’s & Don’ts will be covered in detail ...less

t appears WFH and working virtually is here to stay – at least for the foreseeable future. That means you need to acquire new sales and customer service skills to provide your customers and prospects an exceptional experience, just like you did when you could see them and work with them face-to-face. You know how to sell. You know how to communicate effectively with your customers. Now you need to take the strong skills you already have and translate them to the virtual world. It’s different, but not that difficult. And it’s critical to master this now, so you don’t lose the traction and momentum you’ve worked so hard to build. In tough times, it’s critical to connect with your customers and prospects in a meaningful way. Your customers and prospects need to know that you have their back. People still need your products and services, but if your message or approach doesn’t reflect the reality of their situation or pressures, you risk appearing irrelevant – or worse, out of touch and insensitive. Marketing and selling need to take on a different tone now, one that is about solving problems, not trying to simply close the sale. It’s about being “quietly helpful”, highly relevant, and utterly polished and prepared on virtual calls and presentations. Show your customers and prospects how you fit into what they need and how you can solve a problem for them, and they’ll show you the money. In This Info-Packed Session, You’ll Learn: First things first: the simple tips and do’s & don’ts to make you look ultra-polished and professional on a virtual call The 5 most effective virtual selling techniques and why they work The most beneficial communication techniques and approaches that clients and prospects are receptive to - and they don’t cost a dime The EXACT words they want to hear from you now. And the ones they don’t. ...less