This is a great follow up to Part I - Same point of view but with - Tons of New Stories - Interesting New Case Studies - More Inside Customer Psychology. Funny and Plenty of Audience Interaction.

This is the deep dive material we use in our full day Customer Empathy seminars and workshops.

THE ULTIMATE EMCEE: Ross hosts a select number of multi-day events for his high-end clients each year.

Because Ross is a trained talk and game show host (helmed over 1,000 network broadcasts) he is the perfect choice for moderating your executive panel discussions and complex award banquets. Ross will keep the programs lively and on task; drawing on his vast experience and lightening wit to navigate (and rescue) even the most unpredictable situations.

TALK SHOWS: Ross is adept at handling back-to-back breakout sessions that may feature a myriad of presenters. He has hosted such luminaries as President George Herbert Walker Bush, Jack Welch, Colin Powell, Bob Dole, James Carville, Larry Bossidy, Tom Peters, Marcus Buckingham, and Archbishop Desmond Tutu, to name a few. Since many high profile presenters are more comfortable being interviewed by a “pro,” Ross is able to show the utmost respect from the opening introduction throughout the Q & A - yet he doesn’t shy away from the probing questions your people want answered.

GAME SHOWS: Finally, Ross is a popular favorite for hosting custom game shows. Not only do these formats lend themselves to imparting important training information about your company (in a fun way), they also encourage participation of the entire audience. Ask us how Ross and his game partners at (Game Show America) can create a custom “TV” show for you.

In this energizing and enlightening keynote, Ross boldly shares the most innovative practices he has gleaned from dozens of organizations who continue to thrive in any economy. You will be inspired to cross-pollinate the best of these ideas for your organization. You will be more aware of cultural shifts that can endanger your market share - shifts that can revolutionize your industry and catch your competition off guard. After this session you will be convinced that your top priority is to matter to your customers, your clients, and your team members.

The Take-a-Ways

1. Accepting that “Best Practices” are a moving target. You’ll learn what you need to know to avoid extinction. Complacency has proven to be the enemy of some of the world’s best known brands. We will discuss why they couldn’t predict their demise...but how YOU can.

2. There is no recession when you innovate. Economic times are always in flux yet some organizations refuse to participate in the downturn. Instead, they continue to flourish. They know how to employ trends that are happening outside the familiarity of their own "silo." You’ll learn how to generate the same kind of small (but powerful) innovations other smart companies have initiated to revolutionize their industries from within.

3. Customer Service (as we know it) has become obsolete. Today’s world is so complex, customers and clients don’t want ‘service’ anymore. They want Empathy. They want you to understand their pain and frustration. And, they want you to be their trusted advisor. The distinction between service and empathy is so profound we created the Customer Empathy Institute to coach this dramatic behavioral change. You’ll hear the research and be coached how to create your own empathy culture.

4. Why do the same people win all of the awards? There is a reason the best salespeople consistently win the top awards - and make the most money. The best sales people are like talk show hosts. They are trained in the art of curiosity and showing extreme interest in other people. We’ll coach these skills so you can apply them tomorrow.

High energy and hilarious keynote - perfect for setting the opening tone or the closing message for your conference. From small town pet shop manager...to Emmy award winning TV host..to renowned business author and speaker, Ross is a fierce proponent of taking personal responsibility (and being accountable) for what happens in your professional and personal life.

The Take-a-Ways

1) How to shed blame toward the economy, management, another business unit, or your competition. Real growth and opportunity only follows when you accept that nobody cares more about your career and success than YOU do. Success will be your own fault.

2) How to avoid time-robbing distractions. Staying focused and “on task” promotes confidence in your coworkers and allows you to become a trusted advisor to your customers/clients/patients. You’ll see how the “world’s best” accomplish this feat.

3) Advertising and marketing aren’t powerful enough to grow your business (or your career). You must work to transform your customers/clients/patients into unpaid spokespeople for YOU and your company. Exponential growth happens when your biggest fans insist their friends do business with you.

4) How to jump start your curiosity engine to create instant (yet highly genuine) rapport with team members and customers. These methods go beyond “transactional acquaintanceship.” Respecting and collaborating with people… “as people” helps reduce costly miscommunications, inspires productivity, resolution, and stimulates fresh ideas team-wide.

5) How to keep your business and personal life in perspective. Understanding the difference between Making a Living and Making a Life is what will keep you curious, hungry, and excited about your profession; as well as your place in the world.

While this is a high energy Keynote on its own, many of our clients often want to expand this topic into a Break Out. There is plenty of great material to accomplish that.

The evidence is clear. “If you want lifetime loyalty, stop training customer ‘service’...and start coaching customer EMPATHY.” This dramatic attitude shift goes straight to the heart of the customer experience. Ross defines Customer Empathy as, The ability to identify, interpret and appropriately respond to the customer’s emotional state - before, during, and after the transaction.

After 14 years of writing, researching, and producing Human Resource training films, Ross unveils frightening case studies of organizations that ignored the customer because they were blinded by fantasy sales goals, outdated operational procedures, and frozen mission statements. Then, he reveals the smart (yet humble) teams who gobbled up market share by responding to their customers’ evolving emotional state.

The Take-a-Ways

1. Learn why your customers/clients/patients feel so vulnerable, helpless, anxious, and out of control, today. The customer has been through a stock market collapse, home equity meltdown, two Iraq wars, rising fuel prices, and regardless of news reports that say, "the recession is ending." there is still the reality of unprecedented unemployment. You’ll see how these (emotionally draining) cultural events have dramatically changed their buying habits...and how you can adapt to these new attitudes.

2. Customers want you to provide Empathy...NOT "service." Empathy, as a sales and collaboration skill, means you need to become an expert at reading faces, body language, and voice inflection. You will learn how to listen to learn...not listen to respond. You will learn how to identify telltale facial expressions. You will learn how become a trusted advisor (as perceived by the customer/client/patient.)
3. When people love you, they will give you more money. You’ll learn that when your customers/clients get what they interpret as "love" from you, they will reward you with their lifetime loyalty. When your customers feel an emotional connection with you, they will literally stop dating other companies - and start spending more time and money with you. Better than that, they will start championing you and your organization to their friends...becoming unpaid spokespeople for you and your brand. We’ll show you what it takes to "love" your customers.

4. Why the iPod, Facebook, Twitter, and MySpace have made it vitally important that YOU must create a “personal brand” with your customers. Because personal identities and social networking have become such an enormous part of our culture, the best brand differentiators today revolve around the personal brands you can create for your customers and clients. It’s not about you anymore. They want you to be all about them. We will discuss the best options based upon your own experiences.

5. Learn why Customer ‘Evaluations’ can do more harm than good. We often depend upon customer evaluations to help us gather valuable feedback and input. But customers see evaluations as a nuisance...an irritant that can severely degrade their experience. You’ll learn which types of evaluations enhance the customer experience - and which types of evaluations can destroy the customer relationship.

Ross is adept at handling back-to-back breakout sessions that may feature a myriad of presenters. He has hosted such luminaries as President George Herbert Walker Bush, Jack Welch, Colin Powell, Bob Dole, James Carville, Larry Bossidy, Tom Peters, Marcus Buckingham, and Archbishop Desmond Tutu, to name a few. Since many high profile presenters are more comfortable being interviewed by a "pro," Ross is able to show the utmost respect from the opening introduction throughout the Q & A - yet he doesn't shy away from the probing questions your people want answered.

Finally, Ross is a popular favorite for hosting custom game shows. Not only do these formats lend themselves to imparting important training information about your company (in a fun way), they also encourage participation of the entire audience. Ask us how Ross and his game partners at (Game Show America) can create a custom "TV" show for you.