So set up feedback mechanisms to help you get to know your customers better. Books by brad worthley author of ceo communication skills. What does that look like from the customers perspective. Listen to unlimited audiobooks on the web, ipad, iphone and android. Nov 24, 2014 i meet many organizations that say they want to exceed customer expectations at every moment of contact. Brad worthley is an accomplished business consultant with over 43 years of management experience. Exceeding customer service expectations customers dont anticipate being blown away by the experience when they make a purchase. They drop by the store, or visit a website, make their purchase, and continue on to their next task. Listen to outstanding leadership in a service culture by brad. Brad worthley, an internationally acclaimed expert, will provide you with the tools to wow the customer and earn you a nordstrom or les schwab tire center reputation. Edwards, fire service personal management 0128856 janingsacks, achieving excellence in the fire service 0422088 smith, strategic and tactical considerations on the fireground 06145. Without our trusted partners, ceco would not be the company it is today. So, in my book, customer satisfaction covers quality too. This session was voted as one of the top four keynotes in the world by the meeting professionals international in 2011.
Tourism showcase to be thursday in kennewick tricity herald. Discusses ways of measuring customer expectations and satisfaction. Downloadable pdf the ultimate guide to exceeding customer. Listen to bring service and sales together by brad worthley for free with a 30 day free trial. Ken chenault, chairman and ceo, american express exceeding customer expectations provides an entertaining and insightful look into the customercentered culture and strategies that drive the. Jun 12, 20 what does it take to exceed the customer s expectations, brad will explain. He has owned a business consulting firm in bellevue, washington for the last 24 years, written four books, produced numerous training dvds and cds in conjunction with. Utilize your time and efforts while drafting an impressive presentation.
Customer satisfaction surveys are highly effective feedback mechanisms for many. What does that look like from the customer s perspective. Brad worthley exceeding customer expectations youtube. Listen to exceeding customer expectations by brad worthley at. Exceeding guest expectations indian gaming magazine. Organizations can no longer have the goal of meeting the customers expectations. Customers can now find answers to their questions online, and only call in when a question is too complicated, according to joe doyle, marketing. Speaker and training innovision marketing group the anti. Brad is best known for his signature session titled exceeding customer expectations which is also the title of his first book. Its tough to meet customer expectations, let alone exceed them. Simple steps to exceeding customer expectations kindle edition by worthley, brad.
Many people believe that sales and service are two separate functions, and treat them that way. It will cover the skills and knowledge necessary for fire service staff at all levels of the organization to understand methods and gain ownership for exceeding their customers expectations. This book is a must read for all employees, in all industries, regardless of their job responsibilities. Brad worthley books list of books by author brad worthley. This high powered four dvd set titled exceeding customer expectations is packed with innovative content that will change lives. Exceeding customer expectations ceco is a national brand with a regional presence, providing facetoface service so that we can personally help your business grow in the markets you serve. How to exceed customer expectations 30 minute success series audiobook by brad worthley. What does exceeding customer expectations mean to you. Brad worthley is an internationally acclaimed customer service and leadership expert, and author of four books including exceeding. Brad worthley is an internationally acclaimed expert in customer service, leadership and motivation, and is invited to travel throughout the world to speak on those subjects.
This session was voted as one of the top two keynotes in the world. Simple steps to exceeding customer expectations volume 2. In order to continually improve customer satisfaction, we stick to ten key principles of customer service and provide a fantastic customer experience. Brad worthley shares his insights on how to provide exceptional customer service in his keynote address at the 2015 walla walla business summit. The information in this book is not only powerful in content, but you can apply it to your world immediately. Nov, 2019 customer expectations can be defined as the perceived value or benefits that the customers look for while purchasing products or services. How to exceed customer expectations with 3 examples. Speakers northeastern oklahoma indigo sky expo noise. Brad worthley is an accomplished business consultant with over 42 years of management experience.
How to exceed customer expectations by brad worthley. Customer expectations can be defined as the perceived value or benefits that the customers look for while purchasing products or services. Listen to outstanding leadership in a service culture audiobook by brad worthley. Providing exemplary customer service comes down to taking ownership and responsibility for your relationship with your customer while exceeding customer expectations. Jun 09, 2010 i just finished reading kirk kazanjians book exceeding customer expectations which follows the humble beginnings of the 50 year old enterprise rentacar business, which has grown into the largest and most profitable rental car company in north america. He is also an internationally acclaimed leadership, customer service and motivational expert who has trained hundreds of thousands of people in a wide range of. You will learn about how customers create their perceptions of you, your employees and your business. Enterprise founder jack taylor and his son andy taylor, chairman and chief executive officer, attribute the companys success primarily to a simple yet.
Simple steps to exceeding customer expectations volume. Brad worthley he is also an internationally acclaimed leadership, customer service and motivational expert who has trained hundreds of thousands of people throughout the world since 1991. Jan 01, 2011 brad provides you with dozens of reallife examples of employees and businesses that have exceeded their customers expectations and created lasting memories. It was recently filmed so all the info is current and applicable to all industries. Exceeding customer expectations brad worthley, brad worthley, inc. His firms mission is to help organizations create service cultures. Download it once and read it on your kindle device, pc, phones or tablets. I meet many organizations that say they want to exceed customer expectations at every moment of contact. What does it take to exceed the customers expectations, brad will explain.
The challenges of providing patients with a positive experience in healthcare are undeniable. Use features like bookmarks, note taking and highlighting while reading simple steps to exceeding customer expectations. Simple steps to exceeding customer expectations volume 2 brad worthley on. Brad worthley owner brad worthley international linkedin. Full conference agenda high tech high touch solutions, inc. Brad worthley is an accomplished business consultant with over 44 years of management experience.
He has authored four books and produced numerous training videos and audio. This course addresses customer service from the point of view of the fire service agency. Exceeding customer expectations summary kirk kazanjian. Most healthcare organizations work hard to meet the basic level of service standards demanded by their patients, governmental regulations, and the marketplace. The ultimate guide to exceeding customer expectations by brad worthley it was amazing 5. Brad worthley is an internationally acclaimed expert in customer service, leadership and motivation, and he is invited to travel throughout the world speaking on those subjects. Organizations can no longer have the goal of meeting the customer s expectations. Small business success audiobook by brian tracy kobo. A culture shift for tribal enterprises by brad worthley mission statement. The first step in exceeding your customers expectations is to know those expectations.
Listen to bring service and sales together audiobook by brad. Businesses can no longer have the goal of meeting the customer s expectations. It is extremely clear that the businesses that have a culture of outstanding service are thriving, and the ones that give it lip service are dropping like flies. The best example i have experienced of exceeding customer. The key to exceeding these customer expectations is to remind yourself that your customers needs are always more important than your needs. Brad worthley is the author of simple steps to an extraordinary career and life 4.
Listen to how to exceed customer expectations audiobook by. Customer expectations powerpoint template sketchbubble. Exceeding customer expectations is a firsthand look at the company that has been writing the book on customer service for the last 50 years. Ignoring this pillar of customer centric loyalty puts you in danger of creating dissatisfied customers with grave consequences. Businesses can no longer have the goal of meeting the customers expectations. It is brads highest rated seminar that is applauded worldwide as one of the best in the industry. Brad worthley is an accomplished business consultant with over 45 years of. Jan 01, 2008 listen to exceeding customer expectations audiobook by brad worthley. Here, we share ten tips on how call centre staff can go that extra mile. Surprising a customer by exceeding their expectations is a great way to make sure theyll be back in the future. Review the key ideas in the book exceeding customer expectations by kirk kazanjian in a condensed soundview executive book summary.
See all books authored by brad worthley, including a. I just finished reading kirk kazanjians book exceeding customer expectations which follows the humble beginnings of the 50 year old enterprise rentacar business, which has grown into the largest and most profitable rental car company in north america. He has owned a business consulting firm in bellevue, washington since 1991, written four books, produced dozens of training dvds and audio programs in conjunction with. He is also an internationally acclaimed leadership and customer service. Here are 12 ideas to help you improve customer satisfaction. How to lead instead of managing employees audiobook by brad worthley. The ultimate guide to exceeding customer expectations brad worthley on.
Listen to exceeding customer expectations audiobook by brad worthley. Brad provides you with dozens of reallife examples of employees and businesses that have exceeded their customers expectations and created lasting memories. Brad is always the highest rated speaker at any event in which he presents at and is best known for his signature session titled exceeding customer expectations which is the title of his first book. Strategicmanagement whatenterpriserentacarcanteachyou. Brad worthley is an accomplished business consultant with over 40 years of management experience. Oct 31, 2012 tourism showcase to be thursday in kennewick. He is also an internationally acclaimed leadership, customer service and motivational expert who has trained hundreds of thousands of people in a wide range of industries throughout the world since 1991. Listening is critical to exceeding customer expectations. Brad worthley is an internationally acclaimed customer service and leadership expert, plus author of four books. Exceeding customer expectations brad worthley international. Dvdscdsmp3sbooksresources employee surveysinterviews. May 20, 2015 brad worthley shares his insights on how to provide exceptional customer service in his keynote address at the 2015 walla walla business summit.
Each and every contact is an opportunity for you to impress your customer and deliver service that exceeds their expectations. Ultimate guide to exceeding customer expectations is essential in establishing and sustaining a strong customer service culture. The ultimate guide to exceeding customer expectations is essential in establishing and sustaining a strong customer service culture. Brad worthley is an internationally acclaimed customer service and leadership expert, and author of four books including exceeding customer expectations. Stream and download audiobooks to your computer, tablet or mobile phone.
A place where employees love to work and customers love to do business. This session was voted one of the top two keynotes in the world by the meeting professionals international association in 2011. Brad worthley is an accomplished consultant and behavior change specialist with over 35 years of business management experience. The ultimate guide to exceeding customer expectations. Some project managers like to include quality in there as well, and you can, but usually a customer wont be satisfied with a project that is delivered substandard. This should be the first port of call in your journey to exceeding customer. This seminar is not only very powerful, but very fun as well and is always the highest rated seminar at any event brad attends. He has authored four books and produced numerous training videos and audio programs with experts such as zig ziglar, jim rohn, brian tracy, john maxwell and. Brad is always the highest rated speaker at any event he presents at and his best known for his signature session titled exceeding customer expectations which is also the title of his first book.
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