Tag Archives: Ferrazzi Greenlight

Changing Behavior Towards the Customer Experience

“A satisfied customer is the best business strategy of all.” – Michael LeBoeuf, American business author

During “Changing Behavior Towards the Customer Experience,” Total Customer Experience Leaders Summit attendees learned that “checklists and compliance will not change customer behavior.” We learn by doing.

Keith Ferrazzi, CEO, Ferrazzi Greenlight and author of Who’s Got Your Back and Never Eat Alone, delivered a compelling presentation about the critical factors to changing human behavior, which include:

  • Building key relationships: Initiate and strengthen personal relationships with managers and other business partners
  • Leverage the community: Lean on your peers, managers and the broader community for personal success
  • Strengthen customer centricity: Build a customer-centric mindset within retail

A successful behavior change framework is developed by:

  • Knowing that change management is about relationships, emotion and connection
  • Focusing only on the highest return behaviors
  • Having an aligned purpose
  • Using reflective inquiry to gain engagement

A successful change framework is driven by:

  • Providing an empathetic challenge to ignite a movement
  • Helping your employees join a movement
  • Peer-to-peer coaching for support and success
Stay tuned for more customer experience insights shared at this week’s TCEL. Stay connected at:
  • twitter.com/TotalCustomer #TCEL14
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/TotalCustomer

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Keith Ferrazzi Talks Customer Experience Leadership in the Digital Age

We recently sat down with Total Customer Experience Leaderships Summit’s keynote
speaker Keith Ferrazzi, who is also CEO of Ferrazzi Greenlight and Author of
Never Eat Alone. Ferrazzi discussed how customer experienced has evolved in the
digital age and the importance of customer experience leadership.
This year, TCEL will explore the new realities of building
brands and relationships in today’s socially driven and data abundant world.
The event will shine an important lens on the power of insights and the
critical need for marketers to focus on factoring emotion into the bigger
equation to get a return on customer relationships. Download the brochure for
the full agenda:  http://bit.ly/1f1N97M
Here is what Ferrazzi had to say:
IIR: Why are
empathy and emotion so important in when it comes
to customer experience?
Ferrazzi: Technology’s
pretty much leveled the field with regard to quality, making customers more
likely to develop relationships with the companies they choose to work with.
That’s put the customer in the position of looking for a more personal
experience. They want to work with people they trust. Empathy, vulnerability,
emotion are ways to develop that trust. 
IIR: What
are the key traits of a great customer experience leader?
Ferrazzi:  Obviously,
accountability is critical. You’re responsible for your customer’s experience,
good or bad. But trust, creativity and adaptability are also pretty high. You
have to trust your team to constantly look for new ways to improve the customer
experience. You need the creativity to see the bigger, longer picture. And you
need to be lean enough to change courses when necessary.
IIR: If your
customers have a bad customer experience, how do you reconnect with
them moving forward?
Ferrazzi: Before
anything else, admit your mistake, if it was your mistake, and apologize
directly. So many difficult situations can be neutralized with two simple, but
sincere, words: “I’m sorry.” Customers are angry after a bad
experience because they feel like they were treated poorly. By apologizing,
you’ve already changed the dynamic and make resolving the situation more
collaborative. From there you can turn a bad customer experience into a loyal
customer just by being open to their feelings.
IIR: How has
the digital revolution changed the overall customer experience?
Ferrazzi: It’s
certainly had an equalizing effect. Neither customer nor company is limited by
the old, pre-digital marketplace. Small start-ups can compete against big
brands by serving a specific niche and can reach customers all over the world,
just by being where their customers are online. And with so much market
segmentation targeting your specific customers is more cost effective. You’ll
reach fewer eyes but the ones you do reach are more likely to be interested in
your product.
IIR: How has
social media affected customer experience?
Ferrazzi: It’s
made feedback instantaneous. You know immediately whether your customer’s had a
good or bad experience. The customer is far more empowered and a dissatisfied
customer is always more likely to voice his or her opinion. One bad meal, one
rude CSR, and Twitter, Facebook, Reddit knows immediately. You can see that as
a problem, or you can use that same medium to show how much you value your
customers.
IIR: How do
you make the connections between experience, brand and loyalty, which
together create customer expectations?
Ferrazzi: Understanding
what your brand brings to your customers, not just in the specific goods or
services, but in the visceral experience, is critical. Even if you are your
brand, is your audience one who is looking for something posh or homey?
Luxurious or utilitarian? Intellectually rigorous or practical? Know what
emotional need your fulfilling in addition the good or service you’re
providing, and you’ll turn a generic transaction into an “experience”
which will trigger loyalty. 
Want to hear more
from Keith on customer experience in person? Join him at Total Customer
Experience Leaders Summit 2014 in Miami in April. Mention code TCEL14LI
& Save 15% off the standard rate. Register today
: http://bit.ly/1f1N97M
Cheers,
The TCEL Team
@TotalCustomer

Team Bonding: How Building Internal Relationships will Lead to Big Wins with Your Customers

We’d like to remind you about our web seminar: Team Bonding: How Building Internal Relationships will Lead to Big Wins with Your Customers. Keith Ferrazzi, the CEO of Ferrazzi Green Light and keynote speaker at the 2008 NACCM Customers 1st event will be our featured speaker. Register to view the webinar on Wednesday, September 17th from 2:00 to 3:00 pm eastern standard time.

Register for this web seminar here: https://www1.gotomeeting.com/register/251030954
Please mention priority code: G1M2100W1Blog

About the presentation:
This presentation will be in a special format: live chat. This web seminar will be shared in a unique ‘interview/live chat’ format. As you register for the seminar, you will be prompted a line where you can pose your question about internal relationships to Keith. Those questions will be address to Keith over the phone live as he shared his views. We will get to as many questions as possible in the allotted time and attendees will be encouraged to ask their own questions during the seminar.

Customer-focused executives are hard at work trying to create new initiatives that deepen their company’s relationships with their customers. In these trying times, customer strategists are in a loyalty budding war in hopes that their customers continue to spend with them. Building an enterprise-wide customer experience that evokes an emotional and consistent message with the customer is more challenging than ever before. Those companies that do have incredible customer experiences, what’s the secret to their success?

In this session, relationship guru and internationally best-selling author, Keith Ferrazzi, will examine where the foundation of building relationships with your customers should start- internally. Ferrazzi will discuss his expertise on how to align internal teams and will share how getting connected with your colleagues will lead to profits and engagement with your external customer relationships.

A group’s success fundamentally depends upon how its individual members work together. Individuals work more effectively and enjoy their work more when they have genuine personal relationships with their colleagues.

The core message with starting relationships both internally and externally are the same. Those core strategies in relationship development will be revealed by Keith during his keynote session at NACCM.

About the speaker:
Keith Ferrazzi
CEO
Ferrazzi Green Light

Keith Ferrazzi is one of the rare individuals who discovered the essential formula for making his way to the top — a powerful and balanced combination of marketing acumen and networking savvy. Both Forbes and Inc. magazines have designated him one of the world’s most “connected” individuals.

As Founder and CEO of Ferrazzi Greenlight, he provides market leaders with advanced strategic consulting and training services to increase company sales and enhance personal careers. Ferrazzi Greenlight strategically leverages the insight of its executives, whose careers span the highest echelons of corporate America, along with principles from Ferrazzi’s best-selling book, Never Eat Alone. Never Eat Alone has been recognized as one of the best business books of 2005, 2006, and 2007 (three year’s in a row since its publication in 2005).

What you will learn:
– Building relationships internally for group success sparks a culture of generosity and accountability that helps participants do the following:
– Help each other succeed in both professional and personal pursuits,
– Have more fun in the workplace
– Facilitate direct, honest communication for resolving conflict, and
contribute to the firm’s success by proactively building relationships with
people inside and outside the organization,
– And more that will lead to increasing employee retention and shareholder
value.

This is a NACCM: Customers 1st sponsored webinar. NACCM: Customers 1st will be November 16th through the 19th in Anaheim, California.

Register for this web seminar here: https://www1.gotomeeting.com/register/251030954
Please mention priority code: G1M2100W1Blog

Team Bonding: How Building Internal Relationships will Lead to Big Wins with Your Customers

We’d like to invite you to attend Team Bonding: How Building Internal Relationships will Lead to Big Wins with Your Customers webinar. Keith Ferrazzi, the CEO of Ferrazzi Green Light and keynote speaker at the 2008 NACCM Customers 1st event will be our featured speaker. Register to view the webinar on Wednesday, September 17th from 2:00 to 3:00 pm eastern standard time.

Register for this web seminar here: https://www1.gotomeeting.com/register/251030954
Please mention priority code: G1M2100W1Blog

About the presentation:
This presentation will be in a special format: live chat. This web seminar will be shared in a unique ‘interview/live chat’ format. As you register for the seminar, you will be prompted a line where you can pose your question about internal relationships to Keith. Those questions will be address to Keith over the phone live as he shared his views. We will get to as many questions as possible in the allotted time and attendees will be encouraged to ask their own questions during the seminar.

Customer-focused executives are hard at work trying to create new initiatives that deepen their company’s relationships with their customers. In these trying times, customer strategists are in a loyalty budding war in hopes that their customers continue to spend with them. Building an enterprise-wide customer experience that evokes an emotional and consistent message with the customer is more challenging than ever before. Those companies that do have incredible customer experiences, what’s the secret to their success?

In this session, relationship guru and internationally best-selling author, Keith Ferrazzi, will examine where the foundation of building relationships with your customers should start- internally. Ferrazzi will discuss his expertise on how to align internal teams and will share how getting connected with your colleagues will lead to profits and engagement with your external customer relationships.

A group’s success fundamentally depends upon how its individual members work together. Individuals work more effectively and enjoy their work more when they have genuine personal relationships with their colleagues.

The core message with starting relationships both internally and externally are the same. Those core strategies in relationship development will be revealed by Keith during his keynote session at NACCM.

About the speaker:
Keith Ferrazzi
CEO
Ferrazzi Green Light

Keith Ferrazzi is one of the rare individuals who discovered the essential formula for making his way to the top — a powerful and balanced combination of marketing acumen and networking savvy. Both Forbes and Inc. magazines have designated him one of the world’s most “connected” individuals.

As Founder and CEO of Ferrazzi Greenlight, he provides market leaders with advanced strategic consulting and training services to increase company sales and enhance personal careers. Ferrazzi Greenlight strategically leverages the insight of its executives, whose careers span the highest echelons of corporate America, along with principles from Ferrazzi’s best-selling book, Never Eat Alone. Never Eat Alone has been recognized as one of the best business books of 2005, 2006, and 2007 (three year’s in a row since its publication in 2005).

What you will learn:
– Building relationships internally for group success sparks a culture of generosity and accountability that helps participants do the following:
– Help each other succeed in both professional and personal pursuits,
– Have more fun in the workplace
– Facilitate direct, honest communication for resolving conflict, and
contribute to the firm’s success by proactively building relationships with
people inside and outside the organization,
– And more that will lead to increasing employee retention and shareholder
value.

This is a NACCM: Customers 1st sponsored webinar. NACCM: Customers 1st will be November 16th through the 19th in Anaheim, California.

Register for this web seminar here: https://www1.gotomeeting.com/register/251030954
Please mention priority code: G1M2100W1Blog

Speaker Profile: Keith Ferrazzi

With the North American Conference On Customer Service approaching, we would like to introduce you to the speakers we will have at our event. This year, NACCM will take place from November 16 ‘ 19, 2008 in Anaheim, California at the Disneyland Hotel. Today, we’d like to introduce you to Keith Ferrazzi. Keith Ferrazzi is currently the CEO of Ferrazzi Greenlight, and author of ‘Never Eat Alone: And other Secrets to Success, One Relationship at a Time’. Keith Ferrazzi received his bachelors degree from Yale, and his MBA from Harvard. Since then he has been given many accolades for his formula on success through relationships. Forbes and Inc. magazines have both nominated him as one of the worlds most ‘connected’ people. One of his achievements include, being the youngest chief marketing officer in the Fortune 500, which led to a Stanford Business School case study regarding his success. Recently Keith Ferrazzi was interviewed by this blog. When asked about his popular presentation, he stated that ‘Relationship for revenue growth he mentioned that ‘It’s the power of relationships that can help you grow your company’s success ‘ whether by connecting with new markets, developing new products, or increasing productivity. Having great products isn’t enough anymore on its own. You also need the ability to bring unique value to the relationships you have with your clients, beyond the business transaction.’ As previously mentioned Keith Ferrazzi is author of ‘Never Eat Alone: And Other Secrets to Success, One Relationship at a Time’. He also maintains a blog that is a discussion forum regarding his philosophies. To learn more about him, visit his website, or his company website Ferrazzi Greenlight. For another preview on Mr. Ferrazzi enjoy the video below. Also stay tuned for an exclusive webinar by him coming in September. We invite you to come see Keith Ferrazzi at NACCM as he presents on Tuesday, November 18th, Relationships for Revenue Growth. Be sure to look for another speaker’s profile next week.