When you’re truly customer-centric, your first question should be what comes after the ‘but’

When you hire someone known for coloring outside the lines, you need to throw expectation out the window.

I help drive personal and business success by getting my audiences out of their comfort zones—and helping them uncover opportunities to be exceptional. As a guest speaker, I’ve been known to ask the host to sit on the floor. I’ve asked entire audiences to remove something they are wearing.

I’ve just told you I can get rid of your “but.” And I can. “But” isn’t a typo. It’s a customer hold up. Have you ever told a friend, “So-and-so’s food is delicious, BUT the parking is horrible” or, “ACME is a great company to work for, BUT their customer service policy makes it hard to please my customers”?

The minute you get your employees asking, “What comes after the ‘but’?” is the minute you start to become customer-centric. By asking them to put “that’s how we’ve always done it” aside, and helping them rekindle their inner innovation and creativity, I help your employees start asking what comes after the “but” in your company.

In a nutshell, I help my customers apply creative thinking to their business processes to find and keep high quality clients.

Excel at the human side of business

The first step to loyal customers is loyal employees. My employee engagement keynotes and workshops will give you the tools you need to foster an environment of employee engagement, developing the foundation necessary for an exceptional customer experience. By inviting all employees to engage in the creative process of customer experience design, you’ll create leaders at every level—brand ambassadors who are committed to provide your customers with the very best service imaginable. You’ll learn how to develop loyal employees that your customers LOVE. Because let’s face it. Your company is just a building. Your offering might just be stuff in a box. Others companies have brick walls and widgets. Your PEOPLE and PROCESSES define your brand experience, and to offer anything less than phenomenal cuts your competitive advantage.

From your website to your packaging, from your bills to your receptionist, I help your employees put together a congruent end-to-end user experience—considering every interaction imaginable—from your people to your print advertisements. Each employee is responsible for touch points, any opportunity you get to interact with your customers. Our experiential marketing lesson for employees is to focus every day on the one thing they can do to improve their touch points. When everyone across the organization is hyper-focusing on the customer, can you imagine the results?!