Scott Deming

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.