The Fan Experience: Creating A Culture To Turn Every Customer Into A Fan – with Ruby Newell-Legner

An Interview with Ruby Newell-Legner

fan experience


Ruby Newell-Legner has been working behind the scenes with the biggest names in leisure, entertainment, and sports to increase customer satisfaction, customer loyalty, and the overall Fan Experience. Over the past 20 years, she has presented to more than 2,300 staff development sessions in 11 countries around the world. She is the Fan Experience Expert for 28 sports teams in the National Football League (NFL), the National Hockey League (NHL), the National Basketball Association (NBA), and has trained the staff of Super Bowl XLI, the 2008 U.S. Open, and the 2010 U.S. Olympics. She is also President-Elect of the National Speakers Association.

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The Customer Conundrum: How to Win Customers and Outsmart Your Competition – with Gary Smith

An Interview with Gary Smith

Customer Conundrum

Introduction and Defining Customer Conundrum

Gary Smith is a business consultant, thought leader, personal coach, professional speaker, and the author of Customer Conundrum: 9 Crucial Steps for Winning Customers and Outsmarting Your Competition. He has over 30 years of experience, both inside and outside of businesses, dealing with customer issues and creating quality, profitable business relationships. He has worked with large organizations that include Caterpillar Tractor Company, Johnson & Johnson, and Becton Dickinson. He is also the founder and president of Optimum Performance Technologies.

What is Customer Conundrum?

Customer Conundrum is learning to use every facet of the business in ways that will delight customers and allow the business owner or manager to outmaneuver the competition in the markets the organization serves.

Why Customer Conundrum is Important to Achieve Success

Any business with customers is in the people business. A tremendous gap exists between what business owners and senior leaders espouse as their customer service philosophies and what their customers actually experience.

Statistics from a number of research studies are clear:

  1. It is 6 to 7 times more expensive to get a new customer than to keep an existing customer.
  2. Repeat customers will spend up to 10 times their original purchases, if they feel they are being treated well and the buying experience is pleasant.

Many businesses are sitting on a gold mine of growth and profitability, if they will just learn to use every aspect of the business to delight and create loyal customers.

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Automate Sales & Marketing

In this video, I will give you a fresh perspective on Marketing and share some best practices that will help you grow your business. I recently gave this presentation to a group of small business owners and it occurred to me that this would also be very beneficial to you.

The vast majority of the revenue you make comes from consistent and effective follow up. With that said, we will be talking about the following topics:

  1. Life Cycle Marketing (LCM)
  2. Marketing Campaign Components
  3. Customer Reactivation Campaign (Case Study)
  4. Small Business Application

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Movement Marketing

By Ray Stendall

movement marketing

This presentation is all about Movement Marketing, in which I share marketing ideas and the Mind Map I created, all designed to help you and your business succeed.

Why Movement Marketing? A fundamental shift is taking place in the Customer Engagement economy that deals with the way in which we communicate with customers and prospects and the way in which we build our brand. How we do that must be done in a certain way to make sure that we are building a brand that is built to last. There is an alignment between the values of customers and prospects and the values of the companies they do business with, and it’s much more than simply understanding values and shaping culture. Yes, all that is super important, but it’s part of a bigger picture.

Wanting to learn more about this subject, my research includes reading a very interesting book recently, Scott Goodson’s Uprising: How to Build a Brand – and Change the World – by Sparkling Cultural Movements, published by McGraw-Hill. I give credit where credit is due in sharing many ideas from that book. If the information resonates with you, then you owe it to yourself to pick up a copy. And if you really like what we’re talking about, you can tweet the author, as I did, and encourage him to do an interview for Customer Engagement Magazine and directly share some great ideas as one of the experts in this field.

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The Customer Experience Deep Dive

An Interview with Mike Wittenstein


Definition of Customer Experience Deep Dive

Ray Stendall: Probably the first question we should go through is: Why are we here? What is this about? Why is this important? Why is this critical to our businesses? For those of you who don’t know, my name is Ray Stendall, I’m the publisher of Customer Engagement Magazine. And as part of Customer Engagement Magazine, you, right here, right now, are part of creating content that’s going to make its way into the magazine that’s sold globally. I’d definitely love for you to be part of everything that we’re doing here.

Customer Engagement Magazine is really all about figuring out: How do we operationalize putting the customer at the center of all of our business decisions as we build, market, sell and support solutions? That’s what we’re about. We’re about looking at how do we engage you as individual, engage employees to empower them, and ultimately, to create a customer driven culture that really delivers excellence in the marketplace.

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