Terry O’Reilly

Under the Influence thought leader, Master Marketer

That’s right – the Terry O’Reilly! Star of CBC radio’s Under the Influence, bestselling author, and podcaster to over 7 million downloads per year will be taking you on a journey of how to use customer service creatively to differentiate your brand, without breaking the bank.

Customer Service IS Marketing

Terry believes customer service equals profits. Too many companies either don’t understand this rule, or need help implementing it. Great companies know it’s not enough to have customers leave satisfied – the key is to have them leave happy. That is a step beyond service. Superb customer service creates intense customer loyalty and fuels referrals.

You’ll discover how to:

• Create emotional connections with customers to generate feelings of fierce loyalty.
• Capitalize on the tendency of customers to remember people over products.
• Review customer touch-points in your company to provide more consistent service.
• Exploit hidden opportunities to enhance customer experience.
• Position your team’s customer service as a competitive advantage.
• Harvest customer service stories to advertise and promote your uniqueness.
• Use customer service as a powerful form of low-cost marketing

Take advantage of the unique opportunity to hear from one of the country’s foremost authorities on why customers buy. Terry and his team have done the research for you. He’ll share inspiring stories from around the world, revealing examples of unexpected customer service ideas your team can immediately implement.

Terry’s presentation will be followed by a Q & A enabling you to get behind the scenes and ask your own questions of this master marketer.

Donald Cooper

MBA, CSP, Hall of Fame Business Speaker

Customer Ownership through Service Leadership

Most markets and industries are over-served and under-differentiated. There are too many other people selling what you’re selling… to customers who are more demanding, less forgiving, more confused, more time-compressed and more cynical than ever before.

You’ll discover how to:

• Deliver compelling value and experiences that ‘grab’ your target customers, clearly differentiate you from your competitors, make you ‘famous’ and grow your bottom line.
• Ignite your service culture with clear and passionate leadership, ‘commitments’ instead of wishy-washy goals. Then focus on empowerment, urgency and accountability.
• Reject tired and limiting beliefs about customer loyalty, service, price and value. Replace them with strategies that have helped thousands of businesses redefine themselves with a 3-step process that generates extraordinary possibilities for customer ownership at every ‘touch-point’.

Donald Cooper believes that acquiring more loyal and profitable customers is not that complicated. In fact, you’ll be amazed how simple and do-able it actually is. In this bottom-line session, Donald delivers his clear and compelling insights into why people buy, why they don’t buy…and what they really want when they do buy. He’ll show you how to think and feel like a customer and understand them on a whole new level. Then, he’ll help you redefine ‘service’ in new, simple and transformational way.

“Every once in a while someone comes along who really touches a nerve – someone who’s message in right on! Donald Cooper is one of those rare individuals who has been there, done it…and tells the tale like no other.”

– Dave Nettleton, President, Sertapak

Rhonda Scharf

Global Speaking Fellow, Author of 8 books, Hall of Fame Speaker

Alexa is Stealing your Business!
Artificial Intelligence and your Future

Artificial intelligence is taking over our lives. Ask Amazon’s Alexa to call a client or confirm your schedule for the day, and Alexa will do just that immediately. Ask her a question, give her a command, or just share a joke together, and she becomes your new best employee. But how does she impact your businesses?

Is Alexa stealing your business? Bestselling author, Rhonda Scharf reveals what strategies are needed in this new paradigm. We know that good customer service is the foundation of any sustainable business, but how can we deliver when today’s customer demands more than anyone smaller than “Big Business” can provide or afford? Find out what you need to do to stand out. Don’t assume that what got you here will get you there. Spoiler Alert: Rhonda thinks your future looks bright!

You’ll discover how to:

• Keep your business relevant and competitive when faced with the AI Revolution.
• Determine what you need to continue to do and what can you stop doing.
• Set you and your team apart from what AI can and cannot offer.
• Make yourself and your business invaluable.

““Rhonda’s excitement is contagious! I’m in love with technology and the future of what is to come. Her session was amazing!””

Stephen Hammond

Lawyer, Workplace Behaviour Specialist, Author

Harassment Headaches and Diversity Dividends
Avoiding brand damaging headlines and customer backlash while creating a truly inclusive workplace

Even well-educated employees can say and do the wrong thing when communicating with customers and colleagues, destroying the reputations of individuals and corporate brands. While you can’t babysit your employees – ensuring every word coming out of their mouths is respectful – you can instill the basics of avoiding words and behaviours that garner expensive lawsuits and banner headlines.

You’ll discover how to:

• Avoid triggering sensitivity hot-buttons, while becoming more inclusive in our diverse world.
• Learn from the mistakes of others, particularly in the eyes of the Canadian judicial system.
• Become truly inclusive, instead of just ticking off the boxes.
• Address the single biggest barrier to inclusion: bystanders who fear repercussions.

“The feedback we received from our leadership group about Stephen’s message was so positive that we decided to provide this critical workplace training to all staff.”

– Trevor Sutherley, Deputy Fire Chief, Parkland County

Michelle Cederberg

Speaker, Coach, Bestselling Author

The Success-Energy Reset
How to Regain Focus and Recharge Work and Life, in a Post-Pandemic World

In an age of disengagement, distraction and fatigue still lingering from the pandemic, how we work and live has been tested. As we navigate on-going uncertainty, we are busy, stretched, and stressed and it can feel difficult to stay positive and lead effectively.

Health and Productivity Expert, Michelle Cederberg shares research from her new book The Success-Energy Equation to help you and your team regain focus and tap into a well of energy that will increase productivity, and reduce overwhelm and stress in every area of your life.

You’ll discover how to:

• Get clear on your own definition of success; what really matters to you in work and life, and what drives you to do what you do – particularly in a post pandemic world.
• Look at typical barriers that get in the way of success, how you can effectively navigate them, and lead your team productively despite them.
• Discover four science-backed variables that contribute to higher levels of goal achievement and overall well-being.
• Embrace a simple but powerful daily habit to ensure on-going success with everything you do that’s important to you (what it is may surprise you).

“We were blown away by Michelle’s ability to capture and hold audience attention. Our team regularly implements her simple strategies to stay focused and energized.”

– Patricia Driessen, Executive Coordinator, Fraser Valley CPA Association

Jeff Mowatt

Customer Experience Strategist, Bestselling Author, Hall of Fame Business Speaker

Staging Virtual Customer Buying Conversations
Using virtual meetings to convert customer inquiries into sales

The end of the pandemic doesn’t mean the end of virtual meetings with customers and prospects. Many customers will still resist in-person meetings; especially if they continue working from home. Fortunately, that presents an opportunity to shift from the old practice of responding to customer inquiries by sending price sheets, quotes, and estimates, to instead hosting virtual ‘face to face’ conversations to establish your unique value and why it’s worth a premium. The key is gaining agreement for a virtual meeting, and then making the most of it.

You’ll discover how to:

• Reply to customer inquiries with a compelling reason for them to opt for a virtual conversation over phone, email, or text communications.
• Set the stage for more engaging virtual conversations to help customers clarify their needs.
• Use the P.U.P.© method to narrow the information you provide customers down to the three key elements they need to make faster, easier buying decisions.
• Differentiate your products and services to make your prices become less relevant.
• Wrap-up your meeting with a compelling call to action to move the purchase forward.

“Jeff’s seminar was a game changer for Sprung that gave us a much better chance of achieving our revenue goals. I highly recommend this session for any team that needs to remain cutting-edged and customer-focused.”

– Jim Avery, Vice President, Sprung Instant Structures