This video is a quick snippet of The Volatile Customer keynote.
The Volatile Customer
Getting customers is hard work. Losing customers is the easiest thing in the world.
Word of mouth advertising has been replaced by social media marketing. Yet these same social media channels have become a megaphone for a dissatisfied customer.
Gerard Braud, CSP, Fellow IEC has spent years tracking case studies of how a single customer has the ability to turn a small situation into a full-blown crisis, that has the ability to damage an organization’s revenue, reputation, and brand.
In this one-hour keynote speech, you’ll be called upon to re-examine your online customer service presence, so that you can win a customer back before they become your biggest enemy.
Keep your unhappy customer from becoming your volatile customer
This program combines elements of sales, marketing, customer service, and crisis communications.
- Learn the difference between hallow “lip service” and the true resolution of a situation.
- Unshackle your online customer service team so they can make a difference.
- Examine the root cause of the situation and whether your own rules compound the situation rather than resolving it.
- Explore how to turn a customer service “no” into a customer service “yes.”
- Stop frustrating your customers and start satisfying your customers.
Designed for CEOs, executives, sales and marketing professionals, and the associations that serve them
Enlightening, touches of sarcasm, filled with case studies, spiced with humor
“I attended one of Gerard’s marketing workshops. His energetic and creative approach to marketing inspired me to incorporate his suggestions into my work. Gerard is a compelling storyteller. He can create a powerful, succinct message that tugs at the heart and calls for action. I continue to reference notes and ideas gained from his workshop – they are a valuable resource!”
