Sales & Service Speakers

Speaker


Simon T. Bailey

Inspiring Brilliant Action

Simon T. Bailey doesn’t take people where they want to go–he guides them to where they need to go. As an executive advisor and career mentor, he teaches people how to improve themselves and change the world as they do it. Inspiring audiences through relevant stories and thought-provoking, evidence-based research, Simon breaks through the motivational paradigm that causes individuals to stretch, to produce outstanding results.

Boasting 28 years of business experience with six different companies, Simon is also the former sales director for the world-renowned Disney Institute based at Walt Disney World Resort. Since leaving Disney, he has spoken to 1,000 organizations on six continents, for clients including Microsoft, The Conference Board, Cigna, Walmart, Chevron, Mass Mutual, and Cargill.

He has authored seven books,  including Release Your Brilliance, which ranked No. 17 of the Top 100 books being read by corporate America, according to 800CEORead.com. His newest book, Shift Your Brilliance: Harness the Power of You Inc., is receiving rave reviews and delivering tangible results. He is also a regular columnist for American City Business Journal, which is read by 11 million unique readers in 43 markets throughout the United States.

Simon holds a Master’s Degree from Faith Christian University and was inducted as an honorary member of the University of Central Florida Golden Key Honor Society. He is a graduate of the Rollins College Executive Management Certificate Program, one of the top 25 best private graduate business schools in the United States.


4 Ways to Make Customers Love Your Brand

Having spent a decade with The Walt Disney Company, it’s no wonder the idea of service brilliance is deeply engrained in my leader fiber. During my time with Disney, I learned that understanding and responding to the needs of customers is at the core of creating the kind of brand affinity and loyalty that transcends generations and even supersedes the economy or price point. I’ve seen families save for years, pile in a car and travel long distances to happily stand in long lines in the dead heat of a Florida summer. Why? Because they are made to feel good while they’re there.

The Center for Customer Driven Quality at Purdue University reports that 90% of American consumers form their perception of companies based primarily on service experience. Customers buy more frequently, make more transactions and are willing to pay more per transaction when they deal with companies who provide them with a superior service experience. On the other hand, we all know what happens when a business disappoints a customer!

To become a brilliant brand that focuses on “Service Brilliance,” every team member must feel a significant sense of personal ownership. From the front line to the executive suite, Service Brilliance is all about re-enlisting heads, hearts and hands to create internal alignment, brand longevity, and customer loyalty. What is the result of Brand Brilliance? A company full of CBOs (Chief Brand Owners). Unleash a fresh way of thinking about customer service. Start a process that will transform your organization’s culture into one that consistently delivers Brilliant Service. Teach your team members how to achieve Brilliant Service from the inside out and adopting it as a way of life.

Here are 4 ways you can take your Service Brilliance to new dimensions:

  1. Live it: Accept personal responsibility for delivering exceptional service and doing the right thing for customers, not because one has to, but because one wants to. View it as a privilege, not a responsibility!
  2. Become it: Become creative, innovative, and proactive in anticipating and satisfying customer needs. Make this a part of who you are!
  3. Spread it: Form a powerful force of brand champions for your organization. Make your commitment to Service Brilliance infectious!
  4. Imprint it: Velcro your brand to your customers by focusing on meaningful personal connections rather than stale customer interactions. Wow them!

Brilliant Next Step:

Commit to an action step this week for each of the 4 ways to show your Service Brilliance:

  1. Whether your position is customer-facing or not, think about what you do in your role daily and commit to do one thing this week to personally be a Service Brilliance ambassador.
  2. Repeat the affirmation: “It is my pleasure and a privilege to extend myself in fresh, creative ways to make each customer I encounter today feel good.”
  3. Think about how your team can extend better Service Brilliance to the other departments you work with and rally a team of colleagues to help implement these service ideas.
  4. Creating Service Brilliance is sometimes about customer recovery. Think about ways you can go out of your way to recover trust and loyalty of an internal or external customer who might not have had the best experience with you or your team in the past.

Shift Your Brilliance: How to Lead, Engage and Grow in the Next Decade

Stale…stuck…spiritless. That is what an organization, team, leader or individual becomes when mojo is lost. Simply launching anything in this hypersensitive, over-communicative world isn’t enough anymore.

Announcing to the world that you are new and improved doesn’t guarantee long-term results. Everyone inside the organization is waiting for sparks to fly and to be launched into the stratosphere. Yet, in a few months’ time, reality sets in and the brand “star” comes crashing back to earth.

To reinvigorate and ignite a fresh mindset that enables yourself, your company, your customers, your employees to achieve the determined goals, you must stop communicating and start connecting.

This starts with an emerging leader making an emotional commitment to bring out the best in themselves and then doing the same in everyone around them. This challenges team members to raise the bar on their engagement and productivity. The ultimate benefactor of this SHIFT in thinking are customers who opt-in to become your brand champions.

As a result of participating in this program, participants will be able to:

  1. Examine everything they do and ask if they are creating a sustainable future that engages everyone around them – themselves, their team, their stakeholders and their customers.
  2. Identify the best thinking to start what is necessary, stop what is no longer relevant, and continue what is working.
  3. Create a deeper sense of personal accountability by transferring emotional ownership to everyone around them.
  4. Apply the “shift mindset” that aligns heads, hearts, and hands to achieve results.

The two competencies that participants will improve during this interactive presentation are:

  • Awareness and Insight – the ability to assess ones’ owns strengths; understand how actions impact perceptions; effectively maneuver the culture, climate and politics of the organization at all levels.
  • Initiative – the habit of proactively seeking new opportunities and challenges; the skill to take ownership and be accountable for enhancing results or minimizing problems.

Own The Moment: How to Shift Your Brilliance and Change the World

This is a call to embrace change, create better ways of thinking, and produce results.

“We cannot solve our problems with the same thinking we used to create them.” That safe perspective comes from the father of modern physics, Albert Einstein. In one concise sentence, Einstein pinpointed the shift we need to make in our thinking to create brilliant moments.

The reality is that anyone that has made an impact or left an indelible imprint refused to settle for the status quo. Business are being forced to adapt to the “new normal,” talent is being re-examined for relevancy and results. Best practices must move over and give way to best ideas. We exist at this moment in time to create the future.

Our Process: To create a memorable experience we would like to have a conference call with key stakeholders, conduct pre-keynote interviews with meeting attendees, and use concepts from Simon’s book Shift Your Brilliance published by SoundWisdom, and his work with over 1,000 organizations over the last 12 years.

Your Payoff: Learn how to:

  • Become a Chief Breakthrough Officer by becoming the “Go-to” person in your industry, business, department and division.
  • Break from the pack by building relationships instead of creating transactions.
  • Realign your personal beliefs and behaviors to focus on going the extra mile

Customer Love: Realigning Heads, Hearts and Hands to Deliver Results

Connections, real connections, results in genuine customer loyalty. Earning the trust and respect of your client or prospective client is no easy task. In today’s information age, the competition for goods and services is even greater and the end consumer not only has more options, but access to vast information about potential offerings.

Building relationships and earning your customer’s love is more important than ever and requires a village. Are your employees fully invested in your thinking and service standards? Building an internal team that is focused on the company’s mission and dedicated to excellence requires leadership that has earned trust and respect.

Our Process: To create a memorable experience we would like to have a conference call with key stakeholders, conduct pre-keynote interviews with meeting attendees, and use concepts from Simon’s book Shift Your Brilliance published by SoundWisdom, and his work with over 1,000 organizations over the last 12 years.

Your Payoff: At the end of this session, participants will emerge from this highly interactive session with a plan of action and will be able to:

  • Discover the formula for creating a seamless customer experience.
  • Learn tips, tools, and techniques to create memorable moments for customers.
  • Create an action plan and hold everyone accountable for maintaining the customer-love mindset