Speaker for banking
In financial services customers don't compare rates. They compare how they were treated when they had a doubt or a problem. Keynotes for branches, contact centers and commercial teams.
An unrecognized charge, a slow process, a dispute. How you respond there decides whether the customer stays ten years or leaves in a week.
Compliance and warmth are not enemies. You can follow the script and still talk to the person like a person.
Commercial targets hold up when the advisor sells what actually helps the client. It's more profitable and it lasts longer.
Don't just design what your customer will do. Design what they will feel.
Customers can forget many things. But they rarely forget how you made them feel. In this talk, we discover how to use emotions and the customer experience to differentiate ourselves, build preference, and turn better experiences into better business results.
Ideal for: Sales teams, retail, customer service, marketing, leaders, and sales conventions.
Stop selling products. Start understanding people.
Behind practically every purchase is something a person wants to achieve, avoid, or feel. The problem is, many salespeople are too busy talking to find out what that is. Empathic Selling shows how to understand a customer's emotional motivations, build trust, and turn a sale into something much more powerful: a way to serve.
Ideal for: Sales forces, consultants, floor salespeople, commercial teams, and sales leaders.
You can also see all keynotes or read the blog.