Each week, our colleague Maria Franzoni invites one of our keynote speakers to discuss their life, work, current projects and passions. We hope that hearing more about them will allow you to get a better understanding of who they are.
My guest this week is the founder of the Secret Salesforce programme. He believes that customer experience is the biggest differentiator over which you have total control and that the human touch can have massive positive impact. He works with leaders and teams primarily in technology and professional services companies to unleash and utilise their hidden resources.
He has worked with various organisations including IBM, Capita, and KPMG helping them to create great customer experience, turn difficult customers into loyal customers and to improve overall communications.
Today we’re going to focus on the customer experience and how you too can harness your resources into a Secret Salesforce.
Please welcome Steve Catchick
Steve Catchick – Guest
Steve Catchick is the founder of The Secret Salesforce Programme and equips businesses to develop a Secret Salesforce of Brand Ambassadors in order to drive engagement, reduce churn and win more business.
He has been at the front line of customer service for over 25 years, mostly with technology companies. His award- winning customer service programme at IBM, contributed to a substantial increase in sales, customer satisfaction scores and a record high employee morale.
Member of the Professional Speaking Association, Steve shows managers and leaders how to convert and sustain their teams as Brand Ambassadors, whether that service is delivered to customers virtually or face to face.
Every interaction is a moment of truth which creates a positive or negative emotional customer experience. The quality and greatest impact of that experience is largely determined by the people delivering it, the human interaction.
Maria Franzoni – Host
Maria Franzoni is one of the most experienced speaker bookers in Europe and a recognised speaking industry expert. She has been a part of the London Speaker Bureau since 2000 & is the founder of MFL, a licensed office of London Speaker Bureau.
Are you interested in booking any of our speakers featured on our podcasts, for either a virtual or live event?