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www.geniecast.com844-987-6505
Elevate your customer service strategy with Geniecast LiveLabs.
Implement Social Media
Customer Service
Unleash Customer
Service Magic
Develop Effective
Communication
Create Customer Care
ProgramIncrease
Productivity
Unlock the Secrets to Customer
Loyalty
7 EXPERTS • 4 DISTINCT PHASES • 1 LAB FOR EXCEPTIONAL CUSTOMER SERVICE
ENHANCING CUSTOMER EXPERIENCE FOR LOYALTY AND ADVOCACY
Geniecast LiveLabs
Learn how Geniecast’s LiveLabs: Enhancing Customer Experience for Loyalty and Advocacy can prepare your company for long-term success.
Watch these videos from cutomer experience experts for a sneak peek of what will be covered in Geniecast LiveLabs:
Understand how customer experience can
differentiate your company from competitors
Create a social care philosophy
Detect customer trends, sentiment and mood
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Learn from the Experts
- Ensure high-qualityhospitality andentertainment to allcustomers
- Discover approachesdeveloped over 40+ yearcareer
- Serve customersefficiently
- Recognize issues withcurrent CRM tech
- Start the tech evaluationprocess
- Identify the righttechnology for yourbusiness
- Define customerexperience
- Understand howcustomer service candifferentiate your companyfrom competitors
- Improve customer serviceonline and offline
- Shatter customer servicestereotypes
- Execute the perfectexperience every time
- Ensure the whole teamis involved in customerengagement
- Prevent customerfrustration
- Create happiness in everyinteraction
- Develop strategies fordetecting customer trends
- Undestand different typesof challenges
- Reveal questions to ask toidentify workarounds
- Master a method toprepare and ready yourselffor intense interactions
Customer Service MagicLee Cockerell
How to Find the Right CRM TechnologyTom Johnson
Customer Experience: The Last True DifferentiatorDan Gingiss
Anticipate: Knowing What Customers Need Before They DoJeff Tobe
Social Media Customer ServiceBrian Carter
Dealing with Difficult People Mary Schaefer
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- Discuss your company’scustomer service strategiesas well as obstacles youmay be facing
Customer Service ConsultationShep Hyken
- Increase timeaccountability
- Develop engagementtechniques
- Eliminate distractions
Folding Time: How to Achieve Twice As Much In Half The TimeNeen James
Unlocking the Secrets of Customer LoyaltyBill Hogg
- Create a customer-focused company
- Embed customer-focusedbehaviors into everydayculture
- Create an ownable pointof differentiation fromcompetition
- Understand the “zero-latency customer”
- Gain customer trust in thee-social era
- Discover the four qualitiesof a truly frictionlesscustomer experience
Where Technology Meets HumanityDon Peppers
Dedicated account management
Registration, attendee management,and reporting
Technical support
I Mmaturity of social customer engagement and the value of an effort-free customer experience may
have been the two main driving forces behind the evolution of customer expectations in 2016. Today’s customers want their voices heard and problems resolved quickly and without having to jump through hoops.
CONTACT US OR SCHEDULE A DEMO
A Full-Service Experience
3
All Geniecast LiveLabs include a premium production services package including:
[email protected] 844-987-6505
Dedicated account management
Registration, attendee management,and reporting
Technical support
Learn From the Very Best ........................................................5
Define Customer Experience...................................................7
Social Media Customer Service................................................9
Identifying Relevant CRM Tech..............................................13
Communications with Customers ........................................15
Customer Service Consultation..............................................19
Additional Options for Your Team’s Specific Needs............21
Table of Contents
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[email protected] 844-987-6505
Learn From The Very Best
5
F O R T H E E N T I R E T E A M
“Disney gets the guest experience. Disney is the self-proclaimed happiest place on earth. They are also one of the most expensive places on earth, at least for vacations. They are so good at what they do that hard working people from all over the world will save their money, sometimes for several years, so that they can take their families on the trip of a lifetime. And then these families come back. Some of them again and again. How does Disney do it?”
Lee Cockerell, former executive vice president of Walt Disney World, shares indispensable wisdom to help you create Customer Service Magic:
Ensure high-quality hospitality and entertainment to all customers
Serve customers with such consistency, efficiency, creativity, and sincerity that they’ll never want to do business with anyone else
Discover approaches developed over 40+ year career
Lee Cockerell is the former executive vice president of operations for the Walt Disney World® Resort. As the senior operating executive for ten years, Lee led a team of 40,000 Cast Members and was responsible for the operations of 20 resort hotels, 4 theme parks, 2 water parks, a shopping & entertainment village and the ESPN sports and recreation complex in addition to the ancillary operations which supported the number one vacation destination in the world.
Customer Service Magic with Lee Cockerell
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Define Customer Experience
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F O R T H E E N T I R E T E A M
Customer experience is your customers’ perception of how the company treats them. These perceptions affect their behaviors and build memories and feelings and may drive their loyalty. In other words: if they like you and continue to like you, they are going to do business with you and recommend you to others.
Smart companies understand that the real battle is being fought over customer experience, because a truly memorable customer experience is very hard to copy. Co-host of the “Focus on Customer Service” podcast Dan Gingiss will show you how to get started:
Define customer experience
Understand why customer experience is so important and how it can differentiate your company from competitors
Gain actionable takeaways for how your company can improve its own experience using offline and online customer experience
Customer Experience: The Last True Differentiator with Dan Gingiss
Dan’s career has consistently focused on delighting customers, and has spanned multiple disciplines including marketing, digital experience, social media, customer service, loyalty programs, and product management.
Dan is currently the Head of Digital Marketing for a Fortune 100 healthcare company, where he oversees social media marketing and customer service strategy, SEO and paid search, and e-mail marketing. Previously, Dan was the head of Digital Customer Experience and Social Care at Discover Card, where he led the design and customer experience of the company’s flagship website, and played a key role in the company winning its first J.D. Power Award for “Highest in Customer Satisfaction.”
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For all the social dinosaurs out there, your aversion to the ‘customer-owned channels’ is becoming less and less acceptable. While this statistic specifically pertains to Twitter, there is significant customer care volume increases on greener social channels such as Facebook Messenger as well. For example, after launching Facebook Messenger for customer care last year, Sprint saw an increase of 31% in private messages in only 3 months time. As Twitter, Messenger, Instagram and others continue to roll out innovative engagement features, be prepared to be there waiting, because that’s where your customers will be.
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F O R C U S T O M E R S E R V I C E M A N A G E R S , S O C I A L M E D I A M A N A G E R S A N D C - S U I T E
S O C I A L M E D I A C U S T O M E R S E R V I C E :
Developing A Social Care Program
Create a social care philosophy, choose the right technology, and hire/train the right people
Set up a social care process within your customer service framework and introduce social-specific reporting
Are you struggling with setting up a social media customer service program? Learn how to bring your current program to the next level with author of Winning at Social Customer Care Dan Gingiss:
Integrate your social care program with the rest of your core business and with your CRM
Developing A Social Care Program
How to Create a World-Class Social Customer Care Program: 8 Building Blocks with Dan Gingiss
Dan’s career has consistently focused on delighting customers, and has spanned multiple disciplines including marketing, digital experience, social media, customer service, loyalty programs, and product management.
Dan is currently the Head of Digital Marketing for a Fortune 100 healthcare company, where he oversees social media marketing and customer service strategy, SEO and paid search, and e-mail marketing. Previously, Dan was the head of Digital Customer Experience and Social Care at Discover Card, where he led the design and customer experience of the company’s flagship website, and played a key role in the company winning its first J.D. Power Award for “Highest in Customer Satisfaction.”
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Craft Tone and Messaging for Customer Interaction
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F O R C U S T O M E R S E R V I C E D E P A R T M E N T A N D S O C I A L M E D I A T E A M S
S O C I A L M E D I A C U S T O M E R S E R V I C E :
After launching Facebook Messenger for customer care last year, Sprint saw an increase of 31% in private messages in only 3 months time. As Twitter, Messenger, Instagram and others continue to roll out innovative engagement features, be prepared to be there waiting, because that’s where your customers will be.
Develop advanced strategies and technologies for detecting customer trends, sentiment, and mood across platforms
Create happiness in every interaction, creating exceptional satisfaction through personality
Prevent customer frustration through simplicity and “whole messages”
Social Media Customer Service with Brian Carter
#1 bestselling author Brian Carter is an international keynote speaker on how organizations generate bigger business results. His 18 years of business success guide The Carter Group, a consultancy with world-class expertise that boost profits for growth-minded businesses.
Brian has keynoted and developed marketing programs and strategies for companies of all sizes, including Microsoft, NBC-Universal, Carl’s Jr & Hardee’s, PrideStaff and Humana.
Brian’s hands-on business experience, cutting-edge insights, and background in improv and stand-up comedy culminate in a speaker who leaves every audience not only entertained, but armed with powerful strategies and tactics.
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F O R C U S T O M E R S E R V I C E D E P A R T M E N T A N D S O C I A L M E D I A T E A M S
They’re not just customers anymore... they’re friends! Bestselling author Brian Carter shows powerful and innovative ways to apply social media to customer service:
Since 89% of businesses are soon expected to compete mainly on customer experience, organizations that take customer experience seriously will stand out from the noise and win loyal customers over.
One thing for sure, in order to deliver an excellent customer experience, you have to know your customers better than ever before. This means creating complete customer profiles that help you understand and measure your customers’ behaviors at every touch point across multiple channels. To achieve this, you need CRM software.
Identifying Relevant CRM Tech
T E C H N O L O G Y :
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F O R C U S T O M E R S E R V I C E A N D I T M A N A G E R S
Identify the right technology, features, and price for your business challenges
Start the tech evaluation process (versus being led by the vendor sales team)
Recognize issues with current CRM tech
How To Find The Right CRM Technology with Tom Johnson
Tom Johnson is a San Francisco-based marketing and technology expert with over 20 years of experience bridging BtoC objectives and emerging technology solutions.
He is a contributor to Forrester reports and has participated in a variety of Bay Area MarTech panel discussions; in addition, he has spoken at the AMA and PostMedia conferences and is a regular speaker at IBM’s Amplify conference. Tom consults day-to-day in the CRM, MarTech and Data Strategy space with a range of clients from large CPG organizations to Bay Area start-ups. He advises companies, guiding them to successfully leverage technology in our current environment of “Big Data” and machine learning. Tom’s expertise stems from the common problem most marketers are trying to solve: what technology and data strategy is right for my business goals?
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Avoid common pitfalls and identify CRM technology that works for your business challenges with San Francisco-based marketing and technology expert Tom Johnson:
32% percent of those surveyed in the Conversocial “State of Social Customer Service” Report found the phone to be the most frustrating way to engage customer service. With multiple brand options for consumers to choose from, don’t be surprised if customers abandon your company for your competitor because of poor customer service. Social customer care, and messaging channels in particular, are revolutionizing the customer experience, offering in-the-moment resolution with a human touch that has been lost in the script of the traditional call center.
How to Best Engage the Customer
C O M M U N I C A T I O N S W I T H T H E C U S T O M E R :
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F O R T H E C U S T O M E R S E R V I C E D E P A R T M E N T
Ensure that the whole team is involved in engaging the customer
Systematically create, be aware of, and execute the perfect experience each and every time
Shatter the stereotype of the experience customers expect to have
Anticipate: Knowing What Customers Need Before They Do! with Jeff Tobe
Jeff Tobe is a Certified Speaking Professional with impressive credentials. Insider Magazine dubbed him “The Guru of Creativity” and meeting planners chose him as one of the top 50 speakers in the world (on a list that included Bill Clinton, Daniel Pink and Anderson Cooper) in a Meetings and Conventions poll in September of 2015.
Jeff is a creativity and customer experience expert, professional speaker and bestselling author who works with companies and organizations who want to increase their bottom line by changing their customer experience and retaining great talent. Tobe founded Coloring Outside the Lines in 1994 and since then has worked with hundreds of clients ranging from Fortune 500 companies to ones with less than 20 employees including Microsoft, PepsiCo, PNC Bank, State Farm Insurance and many more!
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To be effective in today’s marketplace, one must step beyond customer SERVICE and begin to consider the EXPERIENCE a customer/client/patient has with the organization. Jeff Tobe will challenge you to give yourself the ‘competitive edge’:
Better Preparation for Difficult Questions
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F O R C U S T O M E R S E R V I C E R E P R E S E N TAT I V E S
C O M M U N I C A T I O N S W I T H T H E C U S T O M E R :
Social customer care, and messaging channels in particular, are revolutionizing the customer experience, offering in-the-moment resolution with a human touch that has been lost in the script of the traditional call center.
Master a method to prepare and ready yourself for intense interactions
Reveal questions to ask to identify workarounds
Gain an understanding of different types of challenges and why that matters
Dealing With Difficult People with Mary Schaefer
In her corporate career, Mary Schaefer started out as a computer programmer. Computers were so new at work in the 80’s. She really liked helping people feel confident as quickly as possible, when they were worried about looking stupid or breaking the equipment. Mary decided the best place to help people this way was to go into human resources.
Mary concluded her 20-year corporate career as an HR manager serving a constituency of over 550 employees. She keeps up with her former cohorts and her clients who help her keep her coaching and training grounded in the reality of the workplace. Mary focuses on making the most of what the human beings who happen to be employees can contribute to an organization through their energy and creativity, while at the same time meeting their specific needs for meaningful work.
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There’s one in every crowd, right? Or sometimes more than one. But it doesn’t have to be such a challenge. Whether at work, on a board, on a project team, or any circumstance that involves other human beings, Mary Schaefer will teach you to manage challenging personalities.
Reconsider Current Customer Service Strategies
C U S T O M E R S E R V I C E C O N S U L T A T I O N
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F O R C U S T O M E R S E R V I C E M A N A G E R S A N D S E N I O R L E A D E R S H I P
Customer Service Consultation with Shep Hyken
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees.
In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and that’s just a few of the A’s!
Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy and entertaining presentations that inform and educate.
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Research shows that it is dramatically more expensive to attract a new customer than to retain an existing one. Those customers that are loyal tend to buy more often, spend more when they buy and talk about you to their friends and colleagues. Furthermore, today’s customer has a voice that’s louder than ever as they use social media to rave and rant about the companies they do business with. Your company’s customer service strategy is more important than ever. Customer service and experience expert Shep Hyken will discuss your company’s customer service strategies as well as obstacles you may be facing.
Increasing Personal Productivity
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F O R C U S T O M E R S E R V I C E D E P A R T M E N T
A D D I T I O N A L O P T I O N S :
Creating a Customer-Focused CultureEnsuring High-Quality Human Interaction
Eliminate distractions and increaseeffectiveness
Develop engagement techniques for all communication situations
Increase time accountability so you can achieve more
Folding Time: How to Achieve Twice As Much In Half the Time with Neen James
Neen James is a sales and leadership expert focused in the areas of performance and productivity. A little Aussie with a lot of sass, Neen is obsessed with helping people increase sales, strengthen leadership, and deliver exceptional customer service.
Neen’s fun, high energy, unique Aussie-ness makes her a sought-after keynote speaker that meeting planners adore.
Audiences love her practical strategies they can apply at work and home. Neen is a Certified Speaking Professional—a valuable accreditation earned by less than 10% of speakers worldwide.
With a strong corporate background in development and managing large teams throughout several industries, Neen is the perfect fit for organizations who want implementable strategies to increase profitability, increase productivity, and accelerate team engagement.
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We are constantly being asked to do more with less. Productivity expert Neen James will help you get clear on how to get twice as much done in half time andfree yourself up to get on with whatever you choose:
Create an ownable point of differentiationfrom the competition
Embed customer-focused behaviors into your everyday culture
Drive customer-focus throughout the organization necessary to deliver a customer experience that exceeds expectations
Satisfied Customers Are Killing Your Business: Unlocking The Secrets of Customer Loyalty with Bill Hogg
For over 30 years, senior leaders have hired Bill Hogg when faced with challenges that require change -- to ignite a change in mindset by tapping into people’s emotions and inspiring people to take action.
Bill started his career in the advertising and marketing industry, where he was instrumental in reversing declining market share for a global beer brand, launching a new luxury automobile category, re-positioning Canada’s largest retailer, redefining government service delivery — and more.
Bill uses those same skills of marketing and persuasion to help clients create sustainable change in their organization to improve passion and productivity with their people and bottom line results.
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75% of your customers have no compelling reason to return -- because organizations today have not created the emotional connections that create customer loyalty and advocacy.
Embed customer-focused behaviors into your everyday culture
Discover the four qualities of a truly frictionless customer experience
Gain customer trust in the e-social era
Understand the “zero-latency customer” - impatient, informed, and in charge
Learn the role a company’s culture plays inusing technology to deliver humanity
75% of your customers have no compelling reason to return -- because organizations today have not created the emotional connections that create customer loyalty and advocacy.
Customer Experience: Where Technology Meets Humanity with Don Peppers
Recognized for more than 20 years as one of the world’s foremost thought leaders on customer-focused business strategies, Don Peppers is an acclaimed author and founding partner, with Martha Rogers, Ph.D., of Peppers & Rogers Group, a leading customer-centric management consulting firm.
With their first book, The One to One Future, Peppers and Rogers started the customer revolution. Inc.magazine said it was one of the top three most important business books ever written. Recently, Satmetrix ranked Don and Martha the world’s #1 most influential authorities on customer experience management. The Times of London listed Don among their Top 50 Business Brains, while Accenture includes him on its global list of “Top 100 Business Intellectuals.” He has written over 11 books, 9 with Dr. Rogers.
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As we use technology to automate and streamline a customer’s experience, the problems left over will be that much more important to handle well. Don Peppers will cover how companies can use technology to deliver humanity to their customers:
Companies Working With Geniecast
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As a small business working in a competitive industry, Twain Financial is constantly striving to improve our customer service. We engaged Geniecast, specifically Shep Hyken, to provide a training through their platform. The feedback from the 40 employees who attended the session was overwhelmingly positive. The location worked great – just walking into our conference room for an hour -, the technology and interaction with the Genie was seamless and the presentation provided meaningful benefit that will be used at our company going forward. We are currently working with Geniecast to schedule a second training focusing on sales techniques. We highly recommend the platform.
Matthew StewartNational Services Group
Jill BreeherOffice ManagerTwain Financial
Carly ChristopherYPO Chapter Member
I was thrilled with the new knowledge our team gained from David’s presentation. His discussion has led to numerous task forces addressing outdated procedures, and new initiatives that we feel will create improvements to our success rates, retention rates, and the experience our employees have in our companies.
We had such a powerful meeting with Sue, she really is an amazing human. The Geniecast was great! Robin had everything set up in her house and so we were ready to go for Sue.
The Thought Leadership Labs were a wonderful success and a large part of that was due to your team. Thank you for all for the excellent work!
The Geniecast Team produced a top-notch event for our sales team, and the two-way video format made for a personal and engaging experience for everyone.
Brandy ThornhillEvents Planner, Corporate Services
YPO
Walt PhillipsDirector of Sales
Cox Media
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What Clients Are Saying
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Works Cited
Frumkin, Tamar. “The 7 Most Important Customer Service Stats For 2017”. Conversocial.com. N.p., 2017.
