Scott Deming

“What do people think of when they see or hear your name? Think about this question very seriously. In other words – How Powerful is Your Brand?” This is the question Scott Deming asks his audiences. Then, he shows them how to create the most loyal customers and the most powerful brand in their industry.

Scott Deming’s presentation “Creating the Ultimate Customer Experience” breaks all boundaries of the typical customer service or brand building processes. He takes his audiences on a fast-paced, high-energy journey to creating the ultimate customer experience and building their powerful, emotional and sustainable brand. He inspires each and every attendee to immediately implement these simple processes and turn every customer into a loyal evangelist for life! And as he says – “It is these evangelists who will take you to the Promised Land.”

A few highlights from the “Ultimate Customer Experience Process” include:

1. Who Are You? What do you do? What do you sell? Are you in the retail business serving people, or are you in the people business offering the most unique, one-of-a-kind personal and professional solution? Do you sell stuff, or do you sell something much more meaningful? You will soon discover the truth!

2. Creating a Cult Brand and a Cult Community. Learn how to connect with your customers at a whole new level, how to meet their emotional needs and how to literally change customer behavior. You are on your way to becoming irreplaceable in the minds of your customers!

3. Perceptual Reality – The Secret to Life! By simply changing your perspective and putting yourself in your customer’s shoes, you will immediately change your offering and how you offer it. Learn how to make every interaction and transaction a sincerely meaningful one!

Scott Deming is a seasoned communications and marketing professional with over thirty years of corporate experience and over twenty years as owner/operator of a national advertising and marketing firm. Now, he transcends the traditional “Brand Building” concept to a unique and unexpected level with the highly popular “Creating the Ultimate Customer Experience” presentation.

All great, sustainable organizations have a culture of passion, meaning and purpose. This doesn’t mean you need to be working for a company trying to find a cure for cancer. It doesn’t matter what you sell, as long as the culture is purpose driven. Culture determines the success or failure of an organization, and it all begins and ends with leadership and collaboration.

In this dynamic leadership and teamwork driven program, based on Scott Deming’s second book – “Powered by Purpose” he demonstrates how differing points of view and healthy debate should be encouraged, as long as everyone agrees on the mission, purpose and objective. Through clear communication, sharing of ideas and checking the egos at the door, a culture of inspiration and innovation takes shape and the end result is an unprecedented customer experience.

Case studies will be discussed, corporate heroes will be highlighted and proof will be shown that companies without a purpose driven and value oriented culture cannot survive in a world where people are seeking meaningful interactions and trusting relationships.

During his presentation, Scott will help you:

 Define your Purpose

 Understand the difference between functional purpose and mission purpose

 Discover how “Purpose” leads to effective leadership, innovation, teamwork and passionate, sustainable cultures

 Develop a communication process that knocks down barriers, eliminates assumptions and creates a smooth flow of information

 Create a consistent customer experience that leads to customer loyalty

You know what you do and what you sell, but does everyone in your organization have the same understanding? You think your employees and colleagues understand what you mean and where you’re coming from – Do They? More important, do your customers truly understand what you do and how you do it? Believe it or not, what you think you sell and what your customers hope you sell are two different things. How well you think you’re doing and how well your customers think you’re doing are always two very different things. You perceive your business from a business person’s perspective. Your customers do not. They perceive your business as something they hope you can provide to make their life better.

In Scott Deming’s Keynote Address titled “Perceptual Reality” you’ll discover how to see your business through your customer’s eyes and how to provide the level of service they crave – not what you think they want. Don’t miss this captivating, thought-provoking and transformative presentation on “Perceptual Reality!”

 Who Are You and What do You Sell?

 Your Perception vs. Your Customers – (video of actual personnel vs. video of customers)

 The Mind’s Eye – We create a third scene from a single interaction. It isn’t always correct, but it’s our scene and our reality. (Martin Scorcese presentation on The Mind’s Eye.)

 Several examples of reality vs. perception – (graphics)

 Exercise and demonstration to show the dangers of making assumptions

 How to align your reality with your customers