Keynote presentations and enterTraining on customer enthusiasm
"Where are there more customer delight and fans than in music and sports? In my speeches you will experience what we can learn from this."“Do you feel bad enough to make changes now, or would you rather wait?”
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I love to enter-train you!
Engaging keynote speaker and EnterTrainer (on stage and online) on customer centricity, customer experience and customer enthusiasm
Unique, inspiring, inspiring, activating. The keynote speeches and EnterTrainings, a combination of entertaining and training or live drumming and impulse speech, are different from most of what you probably know so far.
Roger Schmid studied business administration, marketing and business informatics and completed an intensive professional drumming course in New York. In his lectures, he uses a metaphor from music to convey customer-centricity and service orientation in a fun and easy-to-understand way.
Through the reference and examples from music, the important aspects around the topic of Customer Centricity and Service Orientation or Customer Experience and Customer Delight are conveyed in a pictorial and tangible way and linked with examples from “real” business.
In this way, Roger Schmid’s presentations become an educational experience that remains in the memory for a long time and ensures change.
The presentations can be given in Swiss-German, German, French, English or Spanish.
Speech 20min.
Enter training and impulse speech – combination of drumming and business speech
Uniqueness through service – a question of style
Inspiring customer experiences or service experiences are not random. In particular, they are dependent on the style of a company.
This impulse talk is a combination of entertainment and training, a mix of live drumming, interaction with the audience, presentation, developments on flipchart and a talk on how to turn customers into fans.
What can we learn from music and drumming? Service experiences have to be staged perfectly! First of all, you have to be aware of your style. The style has to be defined and then skilfully staged.
Roger Schmid shows in a playful and easily comprehensible way how to do this, what is important, how it is done in the music business and which companies can be considered as role models and sources of inspiration.
20 energetic, inspiring minutes that encourage people to rethink and take immediate action.
Agenda
- Drum Solo
- Introduction – customers or fans
- Basics of a style
- Staging and improvisation
- Various examples from music: styles and their staging (including drumming and interactions with the audience)
- How to become stylistically confident?
- Style of a company: do you know your style?
- Make sure you know the style-independent basics (basics)
- Call to action
Speech 90min.
Enter training and impulse speech – combination of drumming and business speech
C.R.A.S.H course in customer and service orientation
How to turn customers into fans and stop serving kings
This keynote presentation is a combination of entertainment and training, a mix of live drumming, audience interaction, presentation, developments on flip charts and a talk on how to turn customers into fans.
What can we learn from music and drumming? Much of what applies to sports also applies 1:1 to music. For example: Practice slowly if you want to be fast; team and individual class; only the overall result counts; the staging makes the difference; practice makes perfect; only a maximum of 30% is talent, the rest is hard training, also mental.
That’s business! That’s the perfect service staging!
What do you expect when you go to a concert? Entertainment, fun, highest professionalism from the musicians, wow-effects, incredible and moving moments? And because it was so “cool”, you buy some merchandising articles when you leave. Yes, you stand in line for it one more time and buy some for yourself, others to give away.
And the next day you tell everyone. That you were at this concert, that the performer and the band were just great and that you will definitely go again next time and would recommend it to everyone to come to the next concert. It would be a great experience!
Agenda
- Drum solo
- Introduction – customers or fans
- What do music and sports have in common?
- Why we should serve fans and not kings
- How do fans behave?
- How do fans affect marketing, sales and what does it have to do with our service?
C.R.A.S.H
Course in Customer and Service Orientation
C – Commitment (identification, engagement)
- Customers want to experience benefits
- Employees provide benefits
- Employees want meaningful work
- Meaning = Vision = Style of the company
- The style defines the staging (comparison with styles in music + successful brands)
- Less is more – the right target group
- Fun and joy
R – Relationship (relations, relationships, team)
- Relationships are crucial
- Who are my customers anyway?
- The internal customer-supplier relationship
- The service triangle
- Managing Expectations / Expectation Management – Questions + Service Experience from the Customer’s Perspective (Experience Levels, Customer-Oriented Process Design using the Example of Tenant Change)
- E.A.M – Great, someone else does it? (Diversity is important – e.g. band or orchestra, understanding of roles)
- Interaction – the customer (service) experience is only as good as the whole (individual class and team class); dealing with mistakes
A – Attitude
- Team performance is crucial, yet each individual matters
- Choose your attitude
- Be a good buddy – “Be a good hang” (example from music)
- Be present – What may be routine for you is usually unique for the customer – Always do your best! (example from music)
- Dealing with psychovampires
S – Skills
- What was that about style and staging?
- Learning, unlearning, practicing – the stages of learning, the importance of feedback and self-reflection and the right way to deal with it (example from music)
- The right way to deal with mistakes – behavior, learning from them, using opportunities
- Leadership – what it is and what it is not (example bandleader, conductor)
H – Hunger
- Curiosity
- Learning from others (benchmarking, best practice, next practice, own practice – with examples from music)
- Resilience – readiness for change
- Increasing resilience – A few simple exercises to recharge your batteries and be more successful
End
- Playing samba together and short analysis of the experiences
- Call to action
Find some videos on my YouTube channel:
