The Psychology of Customer Experience

Speaker Janet Lapp's research on the psychology of customer experience has revealed the top four psychological needs of customers, which, if met, can propel organizations to sustainable growth and market dominance. In this presentation, audiences will learn the latest neuromarketing techniques used by such companies as Apple, Starbucks, Lexus, and Harley-Davidson that maintain loyal and emotionally connected customers. This is not a standard customer service program. Teams will understand the unmet psychological needs of their customers and learn to meet them in practical, easy-to-apply ways.

The front line will learn what specific actions they must take on a daily basis to create the unique experiences that capture hearts and minds of their customers, and leaders will be able to apply these same skills and tools to create loyalty among their teams.

This program is available as a keynote presentation or as interactive half- or full-day sessions.

Audiences experiencing this high-energy, high-humor presentation learn how to

• Guide themselves and others through ambiguity and uncertainty in a positive and productive way

• Keep moral high, to retain the best and encourage the rest

• Develop the courage to face new obstacles and challenges witha strong forward momentum

Plant your Feet Firmly in Mid-Air: Lead Through Change

What would happen if everyone in the organization saw the positives, not the problems in current changes? What would it look like if people broke out of their molds, push their boundaries, and developed a new set of skills? What if peopel knew how to change immediately? Research indicates that 69% of the workplace is not fully engaged. How much time and money does this group cost an organization? How much time and energy would be saved if everyone learned a common language to identify and contain resistance? How much time adn money would be saved if everyone became rekindled their passion, became fully engaged, and took daily and consistent action toward their own goals and the goals of the organization?

Teaching Cats to Swim: Overcome resistance to change

These days, managers and salespersons are faced with not only increasing demands for their own performance, they are also challenged to create change in others. This program teaches the best way to convince others to switch course, using key persuasion and influence strategies that work.

Dancing with Tigers: Take risks, not chances

Risks in times of rapid change demand boldness, yet a careful cost-benefit calculation. This program highlights best-practice risk-taking of successful companies and individuals, and encourages sales and management personnel to break out of old limitations

Plant Your Feet Firmly in Mid-Air: Guidance through Turbulent Change

Thrive with current change, retain optimism, and understand and anticipate new trends This program will guide you and your team into the future, assist you in developing new skills and thinking for the 21st Century, and help you let go of obsolete thinking and practices