Participants Learn Why it's more important than ever to put a human face on customer service. How to calculate the true costs of poor customer service. How you can increase net profits by 25-100% by cutting customer defection rates by just 5%. Why you should love demanding, difficult, and complaining customers. How to shift from an operations-driven culture to a marketing-driven culture. A fresh look at Nordstrom, Disney, and other world class service providers How to recruit, train, and coach a customer driven team How to benefit from the endless conflict between operations and marketing. Why companies continue to expect the front line to do the impossible How great service delivery actually lowers turnover. Is this the right speech for you? Back to Speeches What are the key concepts? Is this speech right for your audience?