Scott Deming

Biography

Scott Deming draws on nearly thirty years of real, in the trenches, corporate life. He has experienced successes, failures, celebrations, and disasters. He has experienced the satisfaction and the frustrations of being an employee -- and he has endured the hardships and reaped the rewards from twenty years of owning and operating a multi-million dollar, national advertising and marketing firm.

Scott Deming has managed every type of customer and employee personality, attitude, and relationship. He has worked with small businesses and multi-national mega-corporations - everything from helping single mom & pop stores create a powerful brand and grow their business - to developing a marketing and sales strategy for manufacturers and thousands of their resellers - to helping companies through a roll-up and conversion process and taking them to Wall Street. In short, Scott Deming has lived and worked in just about every possible corporate environment.

And now after years of taking care of business in the boardrooms and conference rooms with CEOs, COOs, CFOs, creative directors, management, and staff, he takes his depth and breadth of experience and packages it into one of the most dynamic, energetic, easy to understand programs, and sends his attendees away not only excited to make a change, but armed with the tools to do so.

Scott Deming is a different kind of speaker, trainer, and consultant. For one, his experience speaks for itself. But most important, Scott has the unique ability to engage and connect with people so that they`re ready, willing, and anxious to learn.

In the words of one very satisfied client, "There are speakers with sizzle, and there are speakers with substance. Scott Deming is one of the few speakers we`ve experienced who delivers both." - Jim Calvin, President New York Association of Convenience Stores.

Scott Deming has been interviewed for his fresh ideas, unique processes, and popular presentations on national television and radio shows, newspapers, national magazines, and trade publications. He has written articles on the topics of "Emotional Brand Building" and "Creating the Ultimate Customer Experience" for numerous magazines - including Entrepreneur Magazine, Business Week, Sales and Service Excellence, and INC., to name a few. And now, his ideas and processes can be found in his internationally best-selling book The Brand Who Cried Wolf.

If you`re looking for the steak with the sizzle, look no further. Scott Deming has the perfect combination of both (experience and style) to make your next training session, roundtable discussion, sales meeting, conference, or convention the best ever!

Publications

The Brand Who Cried Wolf

If you`re in the business of selling something - anything! - you need this book. The Brand Who Cried Wolf is the ultimate handbook for companies and individuals who want to establish and sustain their most powerful, successful brands. It presents a blueprint for turning typical customers into raving evangelists for life.

If you`re looking for insider secrets or fancy tricks guaranteed to lure customers, you won`t find them in here. Instead, The Brand Who Cried Wolf explains that great branding doesn`t come from gimmicks or even from good advertising. Great branding begins and ends with exceptional, innovative customer service. Great companies are those that not only deliver on their promises to customers, but also transcend those promises to create one-of-a-kind emotional experiences.

Powerful branding doesn`t come from creative advertising, or from a logo, color scheme, or theme song. It comes from doing for your customer what you say you`re going to do. Brands that don`t deliver on their promises lose customers, but brands that consistently exceed what they promise earn customers for life and generate waves of new customers from positive word-of-mouth. The art of branding really is that simple.

Learn how to make the Ultimate Promise and Keep It! Sold in five countries and hailed by many leaders in business as a must have read, you can own yours now!

Titles

Creating the Ultimate Customer Experience

Scott Deming`s presentation "Creating the Ultimate Customer Experience" breaks all boundaries of the typical customer service or brand building processes and dispels the popular yet incorrect thinking that Advertising and Marketing lead to powerful, emotional brands. He takes his audiences on a fast-paced, high-energy journey through the six critical steps to creating the ultimate customer experience and building their powerful, emotional brand. Scott Deming inspires each and every attendee to turn a typical customer into an Evangelist! And as he says – "It is these evangelists who will take you to the Promised Land."

One Team - One Brand

This is where it all comes together! Great branding comes from turning typical customers into loyal, lifelong evangelists. Customers are transformed into evangelists by delivering unique, emotional, one of a kind, unexpected customer service. But make no mistake - great customer service starts from the inside, and ultimately starts at the top.

In this powerful, interactive program, leaders will better understand how to effectively communicate, motivate and empower their people to work together toward one common goal - a goal that they not only understand, but whole heartedly believe in.

Everything from water cooler conversations to staff meetings to email communications to phone tree hell to customer relations begins and ends with effective management and team building skills. Some managers have it, most do not. It`s not a matter of intellect or education. It`s a matter of understanding and implementing.

Learn how to attract and keep the "best" employees. Learn how to motivate "everyone" to have the passion to serve. Learn how to create the "One Team -- One Brand" environment that will make you more than just another choice to your customers. With this process, you`ll become "The Only Solution."

Understanding and Managing Change

When a new, young employee realizes that her work computer is not even as up-to-date as her home computer, her perception of the company she works for takes a hit. In her mind, it`s not the computer that`s antiquated, it`s the company.

When a young employee sends an email to a colleague that in turn gets forwarded to a vendor or a client, chances are it`s laced with typos and acronyms, such as "JK", "LOL" and "BBFN". In his mind, this is a perfectly acceptable way to communicate with others at work, since this is the way he`s been communicating with friends and family for years.

Due to the ever-growing accessibility to instant messaging, text messaging and emailing from computers and Blackberry`s, most of today`s workforce is losing their verbal and personal communications skills. They rely so heavily on the one-sided, static form of electronic communications that they forget there`s a person on the other side of the message that may be misinterpreting their thoughts, questions, instructions, etc. With one simple stroke of a key and push of the send button, entire communications may become misunderstood, unclear and ultimately acted upon incorrectly. Assumptions and mistakes are made, resentment builds, the trust factor deteriorates and any chance of a relationship and a brand building process is destroyed.

A person is hired by an organization and thereby given a title, salary and job description. When asked to help out in another area, or when told their position has been eliminated and they are now being moved to another position, they are crippled with confusion and uncertainty. "I thought THIS was my job?" "What now?" "Why?" "This isn`t what I was hired for."

These and many other "changes" in the workforce must be addressed. A clear, simple and effective communications process must be implemented in order to deal with generational change, technology change, customer expectation change, job change and more. Scott Deming`s twenty-plus years of national advertising agency ownership and business consulting with multi-national, publicly traded companies, as well as small, independently owned entities has given him the experience and expertise to effectively deal with these issues. As part of the "Brand Building" process, it is imperative that management understands the techniques for creating an environment that welcomes and correctly manages change.