Steven went beyond by providing our Franchisees with a wealth of information on current trends in customer service; new developments in consumer behaviour (including phenomena such as blogs, You Tube, etc.); and the measurable impact of providing below or above average service, on crucial areas such as brand image and customer perception. Alan Payne – General Manager, Mr Rentals
Every secret can be exposed, sometimes the answer lies just beneath the surface. In service and sales, the secrets elude ordinary organisations just as love eludes deserving singles, or money eludes the most qualified. Steven’s experience as founder of a Mystery Shopping company, and as a Banker puts him in a unique position to expose the secrets of service in a way that makes money.
The truth about secrets is that they are easy to ignore – Steven Di Pietro
Organisations can be in blissful ignorance or just do the “right things” to keep their service engagement clicking over. They do what everyone else does, the same training, the same initiatives. But the uber successful service organisations are not reading the same script, they know the secrets.
In his keynotes, Steven explains the secrets of the past, present, and future of Customer Service and Sales. Although everything changes, some things remain the same. Steven will explain:
· How the old rules Word-of- Mouth rules have been smashed with Social networks – but can be harnessed.
· How organisations have lost control of the consumer conversations, yet they can quietly ‘steer’ those conversations.
· How a mere mortal routinely manages 800% up sells – the secret of great old school service.
· Why Google’s share price is skyrocketing past Yahoo and Microsoft – the secrets of new world service.
· How two sets of brothers create global retailing networks, while the merely successful are reduced to plodding.
· How a company like 3M garners its staff to inventive excellence.
· How phone companies and airlines get is so wrong – it’s not as obvious as it seems.
Secret Service Topics include:
