How to gain customer loyalty through exceptional service
Placing the customer at the center means that every area of the organization is responsible for the customer’s experience, through action or inaction. Tools for creating memorable experiences. What do you achieve? More loyal customers, less sensitive to price and competitive offers. Improved employee attitude and processes’ efficiencies that transform indifference into preference.
How to make your customers fall in love so they don't want to buy from anyone else
It’s the Small Things is an invitation to take the customer experience seriously; not just as a sustainable path to differentiation, but as a way to improve service to our customers and inspire employees. It’s for those individuals and organizations that want to transcend, moving from selling something to meaning something. It’s about shifting from simple transactions to building a relationship and surprising with delightful experiences.
Thematic blocks of the keynote
Customer experience as a differentiator
Value propositions are becoming increasingly standardized. Outstanding service and memorable experiences are what will make the difference.
If the basics don't work, small things won't surprise
Under equal conditions, small things aim to differentiate, not compensate for structural flaws (which customers do not forgive).
It's not a department; it's the entire company
The experience is the sum of interactions the customer has throughout the entire process. Customer service is not a department; it’s a philosophy.
Small Things = people + processes
The impact of experiences is determined by people’s attitudes and the smoothness of processes, supported by technology.
How to design experiences
Good service doesn’t happen by the grace of the Holy Spirit; it’s a carefully planned sequence of events. Multiple ways to enchant a customer.
Ideas to captivate before they become customers
A prospect is evaluating you even before you contact them. How to send the right message to attract new customers.
Ideas to surprise during the relationship
Once the customer says ‘yes,’ it’s time to unleash the magic. Careful details validate that they made the right decision.
Ideas to delight after the business relationship
We are good at conquering, but not so good at saying goodbye. Learn how to melt the customer, even when the relationship ends (you can reverse the decision).
10 principles to create memorable experiences
A synthesis of the key aspects to implement in making the customer experience your main standard.
In-person or virtual format
In-person Keynote
Live Webinar
Audience in which this topic fits best
Perfect audience
Ideal for engaging all areas of the company in the service crusade, as well as enticing allies and distributors to put the customer at the center. Actions to make the customer stay, increase purchase frequency, and refer you.
Match by profile
What does the audience take away?
Concrete ideas to begin enchanting customers and supporting materials to convey the message to the rest of the team. Recognition that providing amazing service is not optional, it’s a matter of life or death.
What's included in each presentation
In-person Keynote
Amazing stage presentation, printed materials for attendees (memories of ‘It’s the Small Things’ concepts, and 50 ways to delight your customers), raffle of physical books among the audience, and online knowledge capsules for further reinforcement (videos and PDFs with practical application exercises). In Spanish.
Live Webinar
A virtual experience like few others, digital materials for attendees (memories of ‘It’s the Small Things’ concepts, and 50 ways to enchant a customer), raffle of online courses of ‘Detalles que Enamoran,’ and digital knowledge capsules for further reinforcement (videos and PDFs with practical application exercises). In Spanish.
Passion for nurturing customers for life
