Igniting a Front-Line, Customer-Experience Culture
There are no great organizations. There are only organizations with great people.

Every human interaction provides a tremendous opportunity to impact, influence – even ignite – a relationship. That's because every time we interact with others, we walk away with either positive emotions or negative ones. For an organization, how customers perceive your brand is directly related to how they feel about their interactions with your team.

Emotions are at the very core of the customer experience, and it's the things your people say and do during every interaction that will determine your organization's ability to build loyalty and a customer experience culture. This makes it critical for everyone in your organization to OWN the interactions they have with your customers.

Keynote speaker and customer experience expert, Michael Hoffman, equips people with the tools and skills needed to transform every interaction into an experience that will make your customers want to tell all their friends – live, and on social media, "I love those guys!"

Key Take-Aways:

Through humor, stories and interactive exercises, attendees of Michael's OWN IT! Experience program will learn:

• Why ownership creates a better company culture and stronger teams
• Why accountability is the key to delivering amazing customer service
• Game-changing communication skills for interacting with customers and building loyalty
• How to own your interactions even in the toughest situations
• How to leave the victim mentality behind and be a part of the success and change!

How to Lead & Ignite Your Team to OWN the Customer Experience
Creating, igniting and equipping a culture of people who own their customer interactions.

Creating, igniting and equipping a culture of people who own their customer interactions is a complex process. Leaders must first expose their people to the ideas and skills of true ownership, then help them apply these skills in their daily interactions.

That's where managers and leaders must OWN their influence. Leaders who say and do the right things are best able to build loyalty and ownership in their people. Every conversation is an opportunity to uncover the best in your employees, and Michael teaches leaders how to lead those conversations in order to get the most from your team.

Leading a culture of OWNership is not a character trait. They'll never find "coach" or "influencer" on your DNA! But in his dynamic presentation and interactive workshops, customer-experience expert Michael Hoffman helps leaders implement the strategy and language of OWNership. Michael teaches the skill sets critical for leaders in creating strong teams and employees that OWN their positions and customer interactions.

Key Take-Aways:

In this engaging program for leaders, attendees will learn:

• How to create a culture of strong teams and individual OWNERSHIP at the same time
• How to OWN the one skill that propels leaders to true influence
• How to ignite the communication skills that have real impact on your team
• The difference between leadership and management and how to put it into practice
• How to develop confidence and competence as a leader

How OWNing the Conversation Can Result in More Sales and Long-Term Customer Loyalty
Creating, igniting and equipping a culture of people who own their customer interactions.

Very few sales careers are made by a sales person's pheromones! They are made by what the salesperson says and does to build value. OWN IT – Sales is a program that ignites and equips sales people for owning the number one value building activity; the customer experience.

What is said and done while interacting with potential customers can make or break a career. Customer experience expert Michael Hoffman, through humor, tactical interactions and practical skills ignites and equips salespeople to OWN those experiences more effectively and be people of real influence and value.

Turn your sales team into a customer-experience machine of sales and loyalty.

Key Take-Aways:

Attendees of this program will learn:

• How to ignite the #1 skill of the top sales people: Building Value
• How to recognize the power phrases from your customers and how to use them
• How to master the tornadoes of sales to stay on top
• How to OWN the process that leads to more sales
• How to create more loyalty and referral business
• How to uncover the secrets of the "best of the best" in the profession