Bodine Balasco’s clients all say he is one of the most effective speakers for business in the entire country. He’s capable of helping company managers, employees, and work teams focus on their customers with a strategic approach that creates results.
It’s about consistently delivering a very high level of quality and service, punctuated by moments of brilliance where an employee goes out of their way to take care of a customer in some very special way. Consistency punctuated by moments of brilliance.
> When was the last time a customer told a great story behind your back,
about your company or one of your employees?
> When will be the next time?
What we really want to do is understand the details of the entire customer experience, and organize ourselves to deliver value, and strengthen the customer relationship, at every point of customer contact. If we map out each of the “touch points” of customer contact, understanding and anticipating their need and desire at each distinct touch point; and we pro-actively design our systems and procedures to serve their needs and satisfy their desires at those “touch point moments,” we can create authentic customer loyalty.
Consistency punctuated by moments of brilliance.
When you’re searching through speakers for business, for your important meeting, you’ll want to find someone who’s capable of communicating principles and strategies in a way that inspires your staff to take action, and use what they’ve just learned.
One of the most important principles for creating customer loyalty is…
To be customer focused not function focused.
Another way to say this is…
Don’t confuse your work with your job.
As a customer yourself, how many times have you had to interact with an employee who seems to be more concerned with getting their functional work done than paying attention to you as a customer? It happens all the time. And it erodes the possibility for creating customer loyalty.
The best speakers for business provide their client groups with methods and strategies for successfully implementing the three aspects of service their customers care about…
> Product or service quality.
> Operational efficiency.
> Caring focused service.