May 31st, 2006 05:14 EST
Judyth Piazza chats with Dr. Tom Connellan, Author and Speaker
Dr. Tom Connellan is the best-selling author of Sustaining Knock Your Socks Off Service, a guide of proven techniques to strengthen brand image, capture and hold customers that provide true profit, and turn at-risk customers into free publicists. If your organization is wondering how to combat competition, Connellan surely has the answers. As one of the leading authorities on creating and maintaining customer-centric business paradigms, he provides audiences with the high performance concepts that guarantee superb customer service.
Creating Exceptional Customer Experiences! Tom`s basic premise about brands and customers is that "a brand does not and cannot exist separately from your customer`s experience." Put simply, "your customer`s experience is your brand!"
Tom shows participants how creating exceptional customer experiences "something he calls "experiential branding" "moves customers to the Advocate state of loyalty. He also shows how different experiences move customers through the four states of loyalty that precede the Advocate. Tom`s customer experience model has proven valuable for company after company that wanted to jump-start their efforts.
High Performance Leadership (for Sales Managers): Now you can give your sales managers a set of proven tools that permanently turns around marginal performers within 60 days, boosts and sustains the achievement level of good solid performers, and consistently maintains the already stellar results of top performers!
Tom`s research on high performance over the last twenty years has covered astronauts, CEO`s, Rhodes Scholars, female world leaders, top students, top performing sales reps, military achievers, U.S. presidents, and others. Three elements consistently showed in the backgrounds of those Tom researched " someone believed in them, held them accountable, and provided a supportive environment.
When companies like Marriott, Dell, and GE want to take performance to another level, they all turn to one man- Tom Connellan. And with good reason. Whether it`s an hour-long keynote or a day-long interactive session, Tom`s unique combination of solid research and street-smart business sense will make his appearance a meeting highlight.
A former Program Director and Research Associate at the University of Michigan Business School, Tom brings depth and breadth to your meeting. As a company founder and former CEO, he knows first-hand what it takes to grow a business. Tom started a service company in the health care field and built it into a network of 1200 instructors serving 300 hospitals and most of the Fortune 500 firms. He`s worked in manufacturing and sales. Tom knows what it`s like to be on the firing line of business and audiences connect with this practical experience.
The author of eight books and numerous articles, Tom has been quoted in leading publications such as U.S. News and World Report and The New York Times. He`s been the Editorial Director of four human resource magazines, a first level supervisor, and a company president.
Tom can show you how to create Sustained Superior Performance and how to win the hearts and minds of your customers.
Everyone leaves Tom`s session with practical how-to`s they can put to work the next day. His fast-paced, entertaining, and informative presentations captivate participants from start to finish.
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