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Ross's Topics |
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Ross Shafer's
Topics
Inspirational/Human
Resources
Nobody Moved Your Cheese!
Ross says, “Success is your
own fault. We shouldn’t look
outside ourselves for quick
answers or easy motivational
formulas.” This is a program
about Accountability and
taking Personal
Responsibility for your own
success. Ross was a small
town pet store manager whose
dream was to become a
network talk show host like
his idol, Johnny Carson. In
less than 6 years of focused
effort, his dream came true
when he was named host of
the Fox Late Show – where he
competed head-to-head in the
late night wars against
Johnny Carson and David
Letterman. In this program
you’ll learn: 1) Why the
world needs focused experts
like you. 2) How to exploit
your hidden talents. 3) How
to tap into the enthusiasm
of your coworkers. 4) How to
get your customers to
accelerate your career, for
you. 5) How to Self-Motivate
by example.
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Change Part 1
The
Customer Empathy™ Solution
Part I
Ross says, “Ordinary
customer service doesn’t
work in a Post 911 economy.
It’s Customer Empathy™ – the
art of understanding the
customer’s emotional state
before, during, and after
the transaction that will
insure long term growth and
loyalty.” After dissecting
1,000 random customer
complaints in 2004 and 2005,
Ross wrote the books, “The
Customer Shouts Back!” and
“Customer Empathy™” to
depict how dramatically the
customer’s expectations have
changed in recent years.
Ross discovered that the
customer isn’t always right.
But, they are always
vulnerable. According to
Ross, “Emotions drive every
purchase transaction – not
price or location.” In this
program, you’ll learn
exactly how to implement
Customer Empathy™; as well
as the Top Changes you need
to make to win your
customer’s long term
loyalty. You’ll also see
numerous examples of
organizations that are
experiencing record profits
by using these principles.
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Change Part 2
The
Customer Empathy™ Solution
Part II
This is a great follow up to
Part I - Same point of view
but with - New Stories - New
Case Studies - More Inside
Customer Psychology. Funny
and plenty of audience
Interaction.
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Customer Loyalty
Unconventional Thinking:
The Masters Course
TV host, HR film Producer,
and Keynote favorite, Ross
has discovered very early
that nobody ever made big
things happen by following
conventional wisdom.
"Unconventional wisdom has
NO competition," says Ross.
Ross cites how he invented
Bill Nye, The Science
Guy...and won Esquire
Magazine's "Dubious
Achievement Award" as
examples of swimming against
the tide into a blue ocean
of opportunity.
KEYNOTE POINTS:
1. Take a skeptical look at
who's telling you to avoid
taking intellectual
risks...and why?
2. Can the "market leaders"
in your industry move as
quickly as you can?
3. Being unconventional will
have the press banging on
your door in the middle of
the night.
4. Unconventional wisdom
prevents you from promoting
your competition's brand.
5. Why YOU should be the
president of your own fan
club
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Customer Experience
Is Your Business Staying
Relevant?
This is the most important
question that should keep
your business up at night.
They used to call it
"Change" but that is too
slow a word in this new
global E-Driven economy.
Because Ross speaks to over
100 organizations each year,
he has a front row seat to
both the best
practices...and the worst.
He sees who's failing and
who's succeeding. The
organizations who constantly
respond to their
relevance...and keep
reinventing
themselves...spend a lot
less time worrying about the
competition and more time
counting their profits.
You'll leave this session
with the answers and
directives you’ll need to
stay relevant in your
marketplace....today and
tomorrow.
KEYNOTE POINTS:
1. What if you've been in
business 30 years?
Does that matter?
2. Why is business "off?"
and we can't seem to
pinpoint it?
3. Case studies of
organizations who lived in
denial about a changing
market.
4. Where do we start
reinventing ourselves?
5. How to stay relevant to
your customers
6. How to stay relevant to
your employees
7. How to know if you're
prepared for future changes?
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Motivation
Masterful MC
Ross is available for a
limited number of multi-day
conference hosting duties.
Because of his talk and game
show experience, Ross is the
perfect moderator for events
that feature A-List
Celebrity guests…or your top
level executive panel
discussions. Ross is
comfortable asking the tough
questions in a way that is
disarming, funny, and
insightful. He has led
interviews and Q & A for
such luminaries as Jack
Welch, Senator Bob Dole,
Queen Noor of Jordan, Rev.
Al Sharpton, James Carville,
Henry Winkler, Super Execs.
Larry Bossidy & Ram Charan,
Rap Mogul Russell Simmons,
George Will, Secretary of
Labor Alexis Herman…and
dozens of others. You can
trust your event will be on
time, on target, and
energized with Ross at the
helm.
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