Ross Shafer
With the success of his book, "Nobody Moved Your Cheese!" Ross has been called, "America's Accountability Watchdog." Ross' hilarious approach to self-motivation is a result of transforming himself from a miserable pet shop manager to a six-time Emmy Award winning comedian and writer. His new book, "Are You Still Relevant?" and keynote topic addresses twelve reasons smart organizations thrive in any economy.
He has hosted several Network Talk & Game shows; including "THE LATE SHOW" on FOX, "DAYS END" on ABC, "THE NEW MATCH GAME" on ABC and "ALMOST LIVE" for NBC. Ross also has a passion for resurrecting customer service and has written and produced fourteen funny Human Resource Training Films on Customer Service, Sales, and Motivation.
Ross Shafer is known for his “standing ovation” keynotes and seminar presentations because he’s so funny and relevant. You won’t get clichés from Ross. Ross’s perspective is irreverent and totally fresh; even for your seasoned pros “who have heard everybody.”
Ross Shafer’s two new books are a breakthrough for anyone who thought they knew everything about Customer “Service.” After writing and producing fourteen Human Resource training films, Ross took a deeper dive and dissected 1,000 random customer complaints. The result - The Customer Shouts Back! – is an eye-popping look at (1) what killed customer service in America and, (2) how to resurrect it…from the customer’s point of view.
Customers are shouting back with their hearts; begging you to make the changes needed to win their lifetime loyalty. Ross teaches you how to read your customer’s minds and look at the transaction through the their emotions. His new companion book, Customer Empathy – Inspirational Stories of Internal and External Customer Service - shows everyone in your organization exactly what Customer Empathy™ looks like. Follow these successful models and you’ll insure your company’s future.
“We did a post event survey and Ross and our closing speaker, George Bush, Sr. were virtually tied. That’s pretty impressive company!”
-JEFFERY J. STEGENGA - FTI CONSULTING
THE CUSTOMER EMPATHY™ SOLUTION Part ITopics
Ross says, “Ordinary customer service doesn’t work in a Post 911 economy. It’s Customer Empathy™ – the art of understanding the customer’s emotional state before, during, and after the transaction that will insure long term growth and loyalty.”
After dissecting 1,000 random customer complaints in 2004 and 2005, Ross wrote the books, “The Customer Shouts Back!” and “Customer Empathy™” to depict how dramatically the customer’s expectations have changed in recent years. Ross discovered that the customer isn’t always right. But, they are always vulnerable. According to Ross, “Emotions drive every purchase transaction – not price or location.” In this program, you’ll learn exactly how to implement Customer Empathy™; as well as the Top Changes you need to make to win your customer’s long term loyalty. You’ll also see numerous examples of organizations that are experiencing record profits by using these principles.
THE CUSTOMER EMPATHY™ SOLUTION Part II
This is a great follow up to Part I - Same point of view but with - New Stories - New Case Studies - More Inside Customer Psychology. Funny and plenty of audience Interaction.
UNCONVENTIONAL THINKING: The Masters Course
TV host, HR film Producer, and Keynote favorite, Ross has discovered very early that nobody ever made big things happen by following conventional wisdom. "Unconventional wisdom has NO competition," says Ross. Ross cites how he invented Bill Nye, The Science Guy...and won Esquire Magazine's "Dubious Achievement Award" as examples of swimming against the tide into a blue ocean of opportunity.
IS YOUR BUSINESS STAYING RELEVANT?
This is the most important question that should keep your business up at night. They used to call it "Change" but that is too slow a word in this new global E-Driven economy. Because Ross speaks to over 100 organizations each year, he has a front row seat to both the best practices...and the worst. He sees who's failing and who's succeeding. The organizations who constantly respond to their relevance...and keep reinventing themselves...spend a lot less time worrying about the competition and more time counting their profits. You'll leave this session with the answers and directives you’ll need to stay relevant in your marketplace....today and tomorrow.
NOBODY MOVED YOUR CHEESE!
Ross says, “Success is your own fault. We shouldn’t look outside ourselves for quick answers or easy motivational formulas.” This is a program about Accountability and taking Personal Responsibility for your own success. Ross was a small town pet store manager whose dream was to become a network talk show host like his idol, Johnny Carson. In less than 6 years of focused effort, his dream came true when he was named host of the Fox Late Show – where he competed head-to-head in the late night wars against Johnny Carson and David Letterman.
In this program you’ll learn: 1) Why the world needs focused experts like you. 2) How to exploit your hidden talents. 3) How to tap into the enthusiasm of your coworkers. 4) How to get your customers to accelerate your career, for you. 5) How to Self-Motivate by example
MASTERFUL MC
Ross is available for a limited number of multi-day conference hosting duties. Because of his talk and game show experience, Ross is the perfect moderator for events that feature A-List Celebrity guests…or your top level executive panel discussions. Ross is comfortable asking the tough questions in a way that is disarming, funny, and insightful. He has led interviews and Q & A for such luminaries as Jack Welch, Senator Bob Dole, Queen Noor of Jordan, Rev. Al Sharpton, James Carville, Henry Winkler, Super Execs. Larry Bossidy & Ram Charan, Rap Mogul Russell Simmons, George Will, Secretary of Labor Alexis Herman…and dozens of others. You can trust your event will be on time, on target, and energized with Ross at the helm.
