Are You Relevant?
aka: Never Waster a Good Recession!

In this energizing and enlightening keynote, Ross boldly shares the most innovative practices he has gleaned from dozens of organizations who continue to thrive in any economy. You will be inspired to cross-pollinate the best of these ideas for your organization. You will be more aware of cultural shifts that can endanger your market share - shifts that can revolutionize your industry and catch your competition off guard. After this session you will be convinced that your top priority is to matter to your customers, your clients, and your team members.

The Take-a-Ways

1. Accepting that "Best Practices" are a moving target. You'll learn what you need to know to avoid extinction. Complacency has proven to be the enemy of some of the world's best known brands. We will discuss why they couldn't predict their demise...but how YOU can.

2. There is no recession when you innovate. Economic times are always in flux yet some organizations refuse to participate in the downturn. Instead, they continue to flourish. They know how to employ trends that are happening outside the familiarity of their own "silo." You'll learn how to generate the same kind of small (but powerful) innovations other smart companies have initiated to revolutionize their industries from within.

3. Customer Service (as we know it) has become obsolete. Today's world is so complex, customers and clients don't want "service" anymore. They want Empathy. They want you to understand their pain and frustration. And, they want you to be their trusted advisor. The distinction between service and empathy is so profound we created the Customer Empathy Institute to coach this dramatic behavioral change. You'll hear the research and be coached how to create your own empathy culture.

4. Why do the same people win all of the awards? There is a reason the best salespeople consistently win the top awards - and make the most money. The best sales people are like talk show hosts. They are trained in the art of curiosity and showing extreme interest in other people. We'll coach these skills so you can apply them tomorrow.