If you don’t offer great customer experience, your main competitors will take away 50% of your business. Period.
You
- want to make your employees aware of the importance of the customer experience and engage them in this process?
- want a keynote adapted to your reality and your needs?
- are looking for a speaker who has a simple speech, illustrated with concrete examples, real-life facts and a bit of humor?
You interact with customers? This keynote is for you!
This keynote is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people or installers.
No matter what role you play, this keynote presents easy tips, recommendations and examples to help improve customer experience, realistically, sustainably and affordably.
You will learn useful stuff
- What customer experience truly is.
- How emotions can increase customer loyalty… or make customers ditch your brand.
- What behaviours and attitudes make you lose customers.
- 10 easy and proven ways to improve your customer experience today.
- What renowned companies do to offer the best customer experience.
Participants will not leave empty-handed
Each participant will receive a copy of my latest book Delivering Fantastic Customer Experience: How to Turn Customer Satisfaction Into Customer Relationships. A practical and easy read, this 100-page book will serve as a memory aid and complements the topics presented during the keynote.
Satisfied customers
Government agencies (National Assembly, Workers Compensation Board, Health Insurance Board), retail (SAQ, Canada Post, Proxim, Uniprix, Sonic, Dynaco), tourism (Québec Tourism Board, Eastern Township Tourism Board, Magdeleine’s Islands Tourism Board, Gaspésie Tourism Board), manufacturing and distribution (Stelpro, Metrie, Granit Design, Thibert), banking and insurance (Assomption Life, AXA Bank, AXA XL, Desjardins, la Capitale, SSQ, Industrielle Alliance), law firms and accountants (Fasken, MNP, ROBIC) and cities (City of Montréal, City of Lévis, City of Trois-Rivières) are just some of my clients who actively implemented customer experience strategies after my presentations.
Here are some customers testimonials:
It’s a charm to work with Daniel. He is one of the best speakers I have hired. He is funny, hard-hitting and he knows how to adapt to his audience. The participants loved their afternoon with Daniel. Our satisfaction survey was unanimous: Daniel’s talk was outstanding.
— Véronique Mariève Gosselin, CURSO
What an inspiring keynote about customer experience! Daniel Lafrenière puts into practice what he preaches himself. He gives a straightforward talk, with pragmatic ideas that get straight to the point. No buzzwords or fluff. We quickly discovered that creating a stellar customer experience, in fact, simple. We must get back to basics and reconnect with people.
— Anne-Marie Buchanan, Sun Life Financial
Your presentation, punctuated with concrete examples of different customer experiences, was powerful and dynamic. It has enabled store teams to approach the shopping experience from a customer perspective and understand the impact of their day-to-day operations to deliver optimal customer service.
— Jacques Farcy, Québec Liquor Bureau
I had the pleasure of working with Daniel at one of our partner retreats, where we focused on the client experience. Daniel’s presentation was engaging and creative, setting the tone for productive group discussions thereafter. He also took the time to understand our business environment and culture in order to make the presentation resonate for everyone in the room. Great speaker with in-depth understanding of this very important area of business, whether you are in a B2B or B2C model.
— Tanja Gehring, Senior regional marketing manager, MNP