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TRANSCRIPT
Customer Amazement Summit Timestamp Schedule September 15, 2020
Use this schedule to quickly find your favorite speakers and topics.
Shep’s Amazement Concept 0:05:45
James Dodkins: Delivering a Rock-Star Customer Experience 0:10:00
Scotty Werner: 250,000 Customer Support Calls 0:28:30
Shep’s 3 Tips in 3 Minutes 0:41:30
Jason Bradshaw: The VW Experience 0:45:50
Simon T. Bailey: Five Platinum Service Principles 1:06:55
Shep’s 6 Convenience Principles in 6 Minutes 1:23:50
Laurie Guest: The 10 Cent Decision 1:40:00
Becky Ploeger: Lessons From Hilton Hospitality 1:58:15
Shep’s 6 Steps to Creating a Customer-Focused Culture 2:17:30
Rupesh Patel: Getting Great Reviews 2:25:58
Dan Gingiss: CX Is Your Best Sales and Marketing 2:39:00
Dennis Snow: Lessons from the Mouse 3:07:28
Shep
Hyken
Shep Hyken is a customer service and experience expert and the Chief Amazement
Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling
author and has been inducted into the National Speakers Association Hall of Fame for lifetime
achievement in the speaking profession.
Shep works with companies and organizations who want to build loyal relationships with
their customers and employees. His articles have been read in hundreds of publications, and he is
the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The
Amazement Revolution, Amaze Every Customer Every Time and The Convenience Revolution.
He is also the creator of The Customer Focus™, a customer service training program that helps
clients develop a customer service culture and loyalty mindset.
In 1983, Shep founded Shepard Presentations and since then has worked with hundreds
of clients ranging from Fortune 100 size organizations to companies with less than 50
employees. Shep Hyken’s most requested programs focus on customer service, customer loyalty,
internal service, customer relations and the customer experience. He is known for his high-
energy presentations, which combine important information with entertainment (humor and
magic) to create exciting programs for his audiences.
Find out more about Shep at hyken.com.
Ramon
Ray
Ramon Ray is an entrepreneur, author and speaker who loves burnt pancakes, bacon and
eggs. He's the founder and producer of Smart Hustle Media, he's started four companies and sold
two. Ramon has authored four books and his latest book is Celebrity CEO: How Entrepreneurs
Can Thrive By Building a Strong Personal Brand.
Ramon has been invited as an expert witness to the United States Congress, invited by the
Office of the President of the United States to speak at the White House on personal branding.
He's produced many events, including the "Smart Hustle Small Business Conference", "Small
Business Summit", "Small Business Technology Tour", "Small Biz Big Things" and more.
He's interviewed President Obama in the President's first live Google Hangout and was part of
the US Delegation to India, led by Ivanka Trump for the Global Entrepreneurship Summit.
Although Ramon has interviewed and shared the stage with many celebrity entrepreneurs,
his passion and biggest professional accomplishment is interviewing "main street" small business
owners and entrepreneurs and sharing their stories.
Ramon’s expertise is technology, marketing, sales, business startup and growth and his
favorite is personal branding. Over his extensive career, Ramon has written thousands of articles,
spoken to thousands of business owners and impacted hundreds of thousands of small business
owners and entrepreneurs to help their businesses thrive.
Find out more about Ramon at www.ramonray.com and smarthustle.com.
James
Dodkins
Watch James’ Customer Amazement Summit interview at 0:10:00.
James Dodkins helps companies create outstanding and unforgettable customer
experiences. He travels the globe learning the secrets of the world's best performing companies
and he uses that information to help organizations replicate that success. He specializes in
customer experience and customer centricity. He's been lucky enough to train, consult and speak
in 20 different countries and that list is growing every year. In a whirlwind career, he's worked
with and learned from some of the best performing companies on the planet. He published his
first book, Foundations for Customer Centricity, in 2014.
James' superpower is the power of inspiration. People who attend his talks become
inspired, motivated and empowered to make real changes in their personal and work lives.
Through humor, music and frequent audience participation, James makes every talk
unforgettably exciting, engaging and fun and will leave attendees talking about the event for a
very long time. James has many combined years of experience in the music and business world
and uses that experience to present simple yet powerful ideas that influence immediate action.
Find out more about James at jamesdodkins.com.
Scotty
Werner
Watch Scotty’s Customer Amazement Summit interview at 0:28:30.
Scotty began his career in Baltimore. While attending high school and college he was
trying to find a career that he enjoyed all the while trying to stay in shape by going to the gym.
Even while Scotty was at the gym, he always had a passion to help others around him. Carving
out a niche for himself in the merger and acquisition world, he went on to win the World Bench
Press Championships 3 years in a row. Scotty continued to be a resource for companies around
the country as business leaders tapped into his vast knowledge of customer service. Over the
years, Werner continued to hone his skills in the customer service arena.
No stranger to hard work, Scotty has always led by example and has taken over 250,000
customer phone calls himself. This wisdom was sought out by companies in the form of
leadership to which Scotty is personally responsibility for training over 3,000 customer service
professionals. Werner is now focusing his efforts on using these acquired talents to help others
across the country. Scotty is passionate about helping others that want to deliver spectacular
customer service. Most people wonder, if he is not on helping others, what does he like to do.
Well, whenever Scotty is not helping others, you will probably find him on the golf course.
Find out more about Scotty at scottywerner.com.
Jason
Bradshaw
Watch Jason’s Customer Amazement Summit interview at 0:45:50.
Jason created his first business at fourteen, selling telecommunications and computer
equipment in the Australian regional city of Toowoomba. In the lead up to this, he was inspired
by books like The Pursuit of Wow! by Tom Peters, which opened his eyes to the power of
customer and employee experience.
A cornerstone of Jason’s career has been an unwavering commitment to improving the
lives of customers and employees. During his time in the telecommunications industry, he
implemented ideas for improving customer experience in a number of verticals by over 100
percent. In retail and media, his initiatives to improve efficiencies by focusing on customer and
employee experience saved tens of millions of dollars in a matter of months and improved
employee retention by double digits year on year. Additionally, he has led transformational
programs resulting in tens of millions in revenue improvement.
Jason has led transformations in everything from procurement functions to sales. He has
been in the trenches consistently delivering transformative results—his ultimate passion is
helping individuals and organizations, grow and achieve their goals.
Find out more about Jason at www.jasonsbradshaw.com.
Simon
T. Bailey
Watch Simon’s Customer Amazement Summit interview at 1:06:55.
Simon T. Bailey is leader of the SPARK Movement whose purpose is to ignite
sustainable transformation in people, individuals, systems, and nations. He understands the
pressure leaders and high performers are facing in the midst of uncertainty and equips them with
simple, easy-to-implement strategies to accelerate results.
Simon has more than 30 years’ experience in the hospitality industry, including serving
as sales director for Disney Institute, and has worked with more than 1,800 organizations in 47
countries. He has been named one of the top 25 people who will help you reach your business
and life goals by SUCCESS magazine. LinkedIn Learning features three of Simon's online
courses that reach professionals in 100 countries.
Simon holds a Master’s degree from Faith Christian University and was inducted as an
honorary member of the University of Central Florida Golden Key Honor Society. When he is
not working, Simon spends quality time with his two active teenagers, roots for the Buffalo Bills,
and serves as a board member for the U.S. Dream Academy, Orlando Health Foundation Board,
and World Maker International.
Find out more about Simon at www.simontbailey.com.
Laurie
Guest
Watch Laurie’s Customer Amazement Summit interview at 1:40:00.
An entrepreneur, keynote speaker and author, Laurie Guest, CSP is a “go-to" resource for
customer service excellence. For nearly decades, she has shared her practical point of view on
customer service and staff development with audiences and companies across the country,
blending real-life examples and proven action steps for improvement. Her latest book, The 10¢
Decision: How Small Change Pays off Big, presents her most sought-after and impactful
strategies to find and retain the best staff and highest-quality customers while delivering
exceptional guest experiences.
Laurie's knack for getting to the essentials of exceptional customer service means
everyone in attendance will not only understand her approach, but be able to immediately
implement her strategies for improvement.
Laurie is a member of the National Speakers Association and a Certified Speaking
Professional, a designation held by only 12% of speakers. As a keynote speaker, entrepreneur
and author, Laurie Guest, CSP, is the authority on customer service excellence.
Find out more about Laurie at laurieguest.com.
Becky
Ploeger
Watch Becky’s Customer Amazement Summit interview at 1:58:15.
Becky Ploeger serves Hilton as the Head of Hilton Reservations and Customer Care
where she inspires innovation to deliver an elevated, world-class customer experience. Becky
brings over 20 years of experience from customer-centric brands like USAA and Kohl's. She is a
passionate thought leader, providing strategic execution of organization-wide initiatives that
enhance productivity, quality, digitally-enabled and differentiated customer service, technology
and bottom-line financial performance. Her impressive record and repeated success in fearlessly
delivering transformational change through innovative hands-on operational leadership,
relationship building and project management has led to millions of dollars in revenue generation
and expense reduction.
She serves on the Board for Customer Contact Week (CCW) as Chairperson 2016 and
2017, co-chair 2018 and 2019 and a board member in 2020. Becky lives in Phoenix, AZ area
with her husband and four children, and holds a BBA in Information Systems and Management
from the University of Cincinnati.
Find out more about Becky on LinkedIn.
Rupesh
Patel
Watch Rupesh’s Customer Amazement Summit interview at 2:25:58.
Rupesh Patel is a US-based hotel guy that loves the business. Not just normal hotel
businesses—fun ones! He likes owning, operating and definitely staying at hotels (so do his
kids—room service!). He’s been fortunate to hold many fun titles including entrepreneur, owner,
investor, speaker, consultant and crazy dad at home.
Rupesh regularly shares his passions for the hospitality industry, entrepreneurship,
mindset and marketing on numerous industry sites, social media, podcasts, and blogs. He hosts a
live weekly hospitality show and regularly shares ideas, insights and inspiration to his 32k
followers on LinkedIn. His website, smartguests.com, has helped more than 4,000 hotels
improve their customer service, operations and guest feedback.
People hire Rupesh to inspire and motivate their teams, to teach them marketing skills
and personal branding and to teach them how to improve their business. Rupesh’s creative ideas
and fun approach can help any business grow. His advice is to have fun, help others, be happy,
laugh and smile a lot!
Find out more about Rupesh on LinkedIn or at www.rupesh.co.
Dan
Gingiss
Watch Dan’s Customer Amazement Summit interview at 2:39:00.
Dan Gingiss is an international keynote speaker who believes that a remarkable customer
experience can be your best marketing. Dan doesn’t just talk about experiences. He creates an
experience for your audience and delivers clear takeaways that they can put into action the very
next day at the office.
For more than 20 years, Dan has led marketing teams in nearly every marketing
channel—from direct mail to email to social media. He has also served in multiple customer
service and customer experience leadership roles. His strong professional background gives him
the credibility to recommend actionable, profitable solutions. Dan is also a sought-after
commentator on all things marketing, social media, customer experience and customer service.
Many speakers and consultants have never actually experienced life “in the trenches” at a
company. Dan understands those dynamics and challenges. He combines his own professional
experience at brands like Discover, McDonald’s and Humana with tons of real-life examples
from B2C and B2B companies of all sizes. Get inspired with Dan’s fun and thought-provoking
case studies!
Find out more about Dan at dangingiss.com.
Dennis
Snow
Watch Dennis’ Customer Amazement Summit interview at 3:07:28.
Dennis Snow has a passion for service excellence and has presented around the world on
the subject. His customer service abilities were born and developed over 20 years with Walt
Disney World. In his last year with Walt Disney World, Dennis’ leadership performance was
ranked in the top 3% of the company’s leadership team.
He is now a full-time speaker, trainer, and consultant, and is dedicated to helping
organizations achieve their goals in the areas of customer service, employee development, and
leadership. He’s the author of two best-selling business books, Lessons From the Mouse and
Unleashing Excellence.
Dennis is known for delivering high value content in a highly entertaining style.
Participants leave his presentations and workshops inspired and equipped with tools and
principles that can be applied immediately in their own organizations.
Find out more about Dennis at snowassociates.com.
ONLINE CUSTOMERSERVICE PROGRAMSYour introduction to amazement: The CustomerFocusTM walks through my famous cab story and various ways to create an Amazing customer experience by seizing, transforming and improving the moment. Completion time various. We suggest allowing approximately 7-8 weeks to complete the entire course. Includes four courses with a total of 23 chapters.
The Customer FocusTM*
Available from Shepard Virtual Training
Based on my bestselling book of the same name, this program gives 52 of the best practices, tactics and strategies on how to deliver Amazing customer service. Sorted into five categories — leadership, culture, one-on-one interaction, desire for sustainable competitive advantages and community contribution — this program can be completed over the course of a year, one tool each week.
Amaze the Customer Every Time
Learn how to create an Amazing customer service experience in every single customer interaction, every time. This short course only takes 15-20 minutes.
5 Ways to Create an Amazing Customer Serivce Experience*
Designed for company leaders and executives, renew the importance of making good decisions for both your organization and customers. This program teaches how customer service starts at the top, and that leaders are responsible for setting an example for everyone.
Six Steps to Create a Customer-Focused Culture
This program gives organizations complaint resolutions and teaches how to properly deal with angry customers. It includes key tools and phrases to use in any situation, ensuring customers still leave with a good experience.
How to Manage Angry Customers and Handle Complaints
Based on my bestselling book of the same name, learn how to be Amazing through the Seven Amazement Habits, containing over 25 tips and pointers. Each of these are easy to implement right away, helping you achieve Amazement in both your professional and personal life.
Be Amazing or Go Home
*Curso disponible en Español
The Customer FocusTM One-Day WorkshopThe Customer FocusTM Corporate Series
Onsite Training Available:
www.ShepardVirtualTraining.com314-692-2200
Customer service is not a department. It is a philosophy to be embraced by everyone.
SHEP HYKEN
Shep has written seven books, all with a focus on customer service and experience. Pick up any of these great titles today from Amazon or our website, and commit to taking your customer service and customer experience to the next level!
Customer Service & CX ExpertAward-Winning Keynote SpeakerNYT & WSJ Bestselling AuthorChief Amazement O�cer
For more information, visit our website at www.hyken.com or contact us at 314-692-2200, [email protected].
Book Shep to speak at your next event!Shep is a celebrated international keynote speaker who works with companies and organizations that want to build loyal relationships with their customers and employees. Shep is known for his high-energy presentations, which combine important information with entertainment to create exciting programs for his audiences. Shep’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. All of Shep’s speeches are completely customized. He works with you to understand your audience, your theme and your goals for the presentation. If you are interested in learning more, please reach out to our o�ce at 314-692-2200 or [email protected].
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