How to achieve big business growth results by improving the three specific things your customers truly care about.

You’ve heard it before. Over and over, in fact. “Improve your customer service.” “Optimize the customer experience.” But what does that even mean? Today, when the intersection points with your customers may number in the dozens (or even hundreds), tackling customer service or customer experience holistically is impossible. You can’t magically get better at every customer touch point. But you CAN get better at the touch points that matter.

THINK SMALL is a fast-paced, dynamic, inspirational, and hilarious presentation that shows you how to gain and keep more customers by improving the only three things that really matter to your customers.

Audiences will learn:

• Why customer experience is the fastest route to growth
• The elements of your business that are non-negotiable for your customers, and where they’ll give you a pass
• What customers really expect from your business category — and how to exceed those expectations (without spending a fortune)
• Specific, concrete plans you can put into practice tomorrow that will get you to THINK SMALL and produce big results

Customer experience is how you make your customers feel. Great customer experience occurs when you exceed customer expectations. And when you do so, customers are COMPELLED to talk about you.

In this fast-paced, timely, dynamic presentation Jay teaches his customer experience excellence framework, showcasing how any business can turn customers into advocates.

With hilarious and poignant storytelling, Jay teaches attendees the three primary ways to use customer experience to trigger word-of-mouth, illustrates mistakes to avoid, and inspires audiences to put new strategies into practice immediately.

Haters aren’t your problem…ignoring them is.

If it feels like there are more complaints than ever, and that you’re spending more time and money dealing with negativity and backlash, you’re right. But the rise of customer complaints is actually an enormous opportunity.

In this eye-opening presentation, Jay reveals brand-new, proprietary research into The Science of Complaints – why and where your customers complain, and how to turn customer service into a marketing advantage.

If you’re wondering how to make your company seem more exciting, you’re asking the wrong question.

You’re not competing for attention only against other similar products. You’re competing against your customers’ friends and family and viral videos and cute puppies.

To win attention today, you must ask a different question… “How can I help?”

Youtility will cause you to rethink everything you thought you knew about marketing. Filled with relevant examples, you’ll see why the Youtility system now powers the marketing programs of hundreds of major companies.