Key Concepts:

Leverage Technology to Get Smarter, Better, Faster

The best of the best don’t lean on yesterday’s headlines; they constantly learn, stretch, develop and grow. Gutsy leaders ignite organizational learning by asking: What have you learned in the last three weeks that will add new value to your customers? When was the last time you seriously studied the winners in an area you need to improve? What was the last BEST PRACTICE you adopted?

Every successful company must leverage the power of technology and connectivity to gain new knowledge. It’s about encouraging employees to build a reputation as thought leaders, industry experts, consultants and gurus in the eyes of their internal and external customers. How DISTINCTIVE is your knowledge base? How well do you garner information and turn it into knowledge? How well do you share knowledge across organizational boundaries? How well do you apply it?

De-Commoditize the Business—Dare to be Radically Different

We are operating in a SURPLUS society—a sea of “sameness”—where there is a surplus of everything. What makes YOU unforgettable? Radically different means you STAND OUT among your competition. It means you are admired by your customers and envied by your competitors.

Is your business viewed as a commodity? Tired of compensating on price? If the answer is “yes” and you are solely competing on volume and price, you may be cutting your own throat. Gusty leaders transcend commodity status by finding unique ways to differentiate themselves based on service and value. Learn how some incredibly successful firms blow the doors off business as usual and set themselves apart by creating a unique and memorable customer experience.

Unleash the Power of Courtship AFTER Marriage in Your Business

Is creating a world-class customer experience an investment or an expense? The research suggests that it costs you five times more to win a NEW customer than it does to keep and EXISTING one. Courtship after marriage is about re-recruiting customers by showing them how important they are long AFTER they’ve become customers. It’s about establishing a sacred bond with customers that inspires their loyalty and turns them into evangelists for the business.

What do you know about the top 20% of your customer base? If you’re like many companies, that top 20% is bringing in approximately 80% of your revenue. If I’m one of these customers, are you learning something new about me every time you interact with me? Or, do you make me answer the same questions over and over again? Give customers an opportunity to teach YOU about THEM every time you interact and you will cement their loyalty. This key point will focus on engaging customers in a personal way so that they feel like the product, service and product/service experience was specifically designed for them.

Equip People to Care about Your Business as Much as You Do

Discover how gutsy leaders are creating a sense of business literacy and getting people at all levels to think and act like owners.
The great writer Robert Frost once said, “Isn’t it a shame that when we get up in the morning our minds work furiously—until we come to work.” In the new economy this can’t be true. Everyone must come to work fully engaged and ready to make a difference. Ownership is a state of mind. It’s a fundamental way of looking at the world and approaching the work we do. Ownership is about giving ourselves and others the freedom to act. It’s about removing the fears that cause lack of initiative. Dr. Freiberg will show you how to inspire people to assume ownership for serving the customer and managing costs out of the business.

Make Work Fun—It Pays!

Think about it. People like to do business with people who are fun. We remember people, commercials and places that are fun. We tell stories about experiences that are fun. We are mentally flexible when we are having fun. This in turn, stimulates creativity and innovation. People stay longer in those places where they are having fun. This translates into both employee and customer loyalty. From a customer standpoint, it also translates into more sales. When we are having fun we are more human. We can be real with each other. When we are more authentic, communication improves and we get down to the root-cause of real issues in real time. Fun is healthy.

Fact is, your employees can’t give your customers something you haven’t given them. So, lighten up, loosen up, make work more fun and that experience will spill over to your customers.

Kevin makes a compelling argument for escaping the tyranny of the “OR”— that place where people say, “You can have fun OR you can be productive, but you can’t do both.” Unfounded! Flawed thinking! The evidence suggests otherwise! People are in fact more energetic and more productive when they’re having fun at work. With some hilarious video vignettes and extremely funny stories, Kevin will make your audience belly-laugh as they both discover and experience how other companies lighten up. He’ll outline the huge payoffs for making work fun and give your audience members permission to laugh at the off-the-wall things they do! The result? Better communication and teamwork, more creativity, higher levels of retention, and lower levels of stress and burnout.