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The Legacy Project
Jason Sandler - Trainer
Jason Sandler is the best Speaker you will find when it comes to getting positive shifts from your staff! He specialises in o Self Improvement o Stress Management o Customer Satisfaction and Service Some great questions you may have that you would like to ask him are: · What is your background that makes you an expert in these subjects? o Jason has been working with people for over 28 years. He has been involved in training staff and empowering people most of his life. o Jason not only has the experience but the qualifications to back this up. He has worked in a large amount of restaurants and hotels both in the kitchen and front of house. Jason has owned 4 successful businesses in the hospitality industry. Since 2002 he has been doing training and helping people and businesses to help them unlock their full potential. He has worked with companies and individuals from all walks of life, ranging from athletes to business owners to cleaning staff. - What qualifications does he have? o Jason Has a Diploma in Counselling and Coaching; he is also a Certified Hypnotherapist and has his NLP Masters. On another aspect he is also a qualified Cordon Bleu Chef. · What is the reason we have so much stress? o In the world we live in today we are expected to always be available 24/7. Ask yourself how many people do you know that don't have mobile phones? We expect to be able to get hold of people easily and effortlessly these days. This is exceptionally tiring and we seem to never allow ourselves to have a "timeout" this causes us to overwork and we begin to confuse our priorities. these are the things that lead to higher levels of stress than our parents had. When a company has me come in to work with the staff it has been proven that the more relaxed and stress free the staff are the better it is for the business. Stress is one of the most common reasons for sick leave within the workforce. · Tell me more about Self Improvement o One of the biggest issues we have is that we often don't have enough faith or confidence in ourselves. I help people to improve the way they see and feel about who they are by looking at 4 different yet linked aspects, namely Self Confidence; Self Esteem; Self Worth and Self Respect. when you are able to increase the way that you feel about all these you will automatically improve every aspect of your life. In business this translates into happier more proactive and productive staff. · So many people offer customer satisfaction workshops, the cliche "customer is king". Whats different about your offering? o Jason has tailored his workshop specifically at the Hotel and Restaurant industry and even more specifically on the front of house. This is an area that he knows very well as he has been in the industry for over 2 decades, having trained many staff in his own establishments. This means that he is bringing many years of hands on experience into the training. As a published author, his 1st book deals exclusively with this subject that he is an authority on. · So Jason has the qualifications and the experience, but can he do a presentation or workshop? o Jason is a highly decorated Toastmaster, having achieved his Distinguished Toastmasters award (the highest award in Toastmasters International). Jason is also an award winning presenter who is a member of the Professional Speakers Association of South Africa. He is registered with the SAQA (SA Qualifications Authority) as a Facilitator; Assessor and Moderator. · Back to what Jason offers; how does what he has to offer work? o Jason offers all three of his subjects on 5 different levels. They are presented as a Keynote; 1/2 day Workshop; 1 day Workshop; a 3 month Mentoring Program and as one on one session. · So which is best? o I would all depend on what the company is looking for. I would begin by having a meeting with the company to find out what they are wanting to achieve and doing a free assessment for them. Once we have analysed this information, I put a proposal together taking what the company are wanting and needing to take them and their staff to the next level. · What would the benefit of all this be? o Even a company that tells you that they are more focused on the service or the product than on making money, must still want and need to turn a profit. It is a fact that the key element of every businesses success is the staff. Every workshop, keynote and mentoring program I run, my goal is to empower the people who are my audience. Happy and content staff will work harder and be more productive. Job satisfaction leads to more motivated staff and more motivated staff leads to a far better bottom line for the business.
Catherine DeVrye - MSc & CSP
Helping others, Help themselves
A speaker who understands your conference needs-Get results through learning and laughter to gain a competitive edge. Long before standing ovations, Catherine was an IBM executive in Australia, Tokyo and Hong Kong with roles in sales, marketing, HR, communication. At one stage, in your shoes, responsible for incentive events and leadership programs, she vowed to not only deliver an entertaining, educational and motivational message from the stage but to be easy to work with off stage. The best-selling author of 9 books, translated into over a dozen languages is an inspirational communicator with proven hands-on international experience in the private and public sectors as both a corporate businesswoman and small business owner. Named in 2016 by the Financial Review as one of the Top 100 Women of Influence in Australia… DeVrye…Develops ideas-Delights audiences-Delivers results uniquely tailored to your brief. Combining Gen Y energy with Baby-boomer experience and wisdom, her ‘street cred’ adds value to any event. TWICE VOTED AUSTRALIAN KEYNOTE SPEAKER OF THE YEAR AUSTRALIAN EXECUTIVE WOMAN OF THE YEAR #1 BEST-SELLING AUTHOR on CUSTOMER SERVICE-CHANGE-TEAMWORK-RESILIENCE She holds a Master of Science degree and has attended short courses at Harvard University and The Melbourne MT. Elize Business School, where she also lectured; as well as IMD in Switzerland. Yet this former teacher still believes the best education is common sense! She touches the head and the heart to shift attitude and empower action. One of the most versatile and sought after speakers in Australia today-featured in Who’s Who of Australian Women-Catherine has spoken to business leaders, prime ministers and elite athletes. Always in search of new material, this thought leader even trekked to Timbuktu! An active surf lifesaver, sportswoman and adventurer, she’s cycled over the Andes, scaled peaks in the Antarctic and climbed 20,000’ to the summit of Mt Kilimanjaro in Africa and beyond Everest Base Camp. She was given the honour to carry the Olympic Torch on the day of the opening ceremonies of the Sydney Olympics-plus has an inspirational, heart-warming story of her personal journey from an orphanage in Canada-to being a cancer survivor-which she sometimes shares depending on your brief. Grateful to have had the opportunity to volunteer with street kids in Vietnam and South Africa, she believes the biggest challenges of all….are those we face in our everyday lives-as we adopt a positive attitude in the face of adversity to become more resilient-and move forward. A speaker who understands your conference needs-Get results through learning and laughter to gain a competitive edge. Long before standing ovations, Catherine was an IBM executive in Australia, Tokyo and Hong Kong with roles in sales, marketing, HR, communication. At one stage, in your shoes, responsible for incentive events and leadership programs, she vowed to not only deliver an entertaining, educational and motivational message from the stage but to be easy to work with off stage. She fully understands your challenge of putting together a dynamic conference program and getting better ‘buy-in’ to key management messages-to maximize performance of human capital. Catherine won’t let you down and guarantees satisfaction or a money back guarantee. If you’re looking for thought provoking, yet practical ‘takeaways’, presented in a delightfully humorous manner-If you want to boost the bottom line and staff morale-If you want a motivational speaker who is easy to work with plus has a solid track record of success and understands your needs-take a look at Catherine’s demo video and thousands of client comments. Results speak for themselves. Her versatility, experience and wisdom will act as a catalyst to maximise organisational profit and individual potential; and contribute to the success of your next event. Real content-Real funny-Real life! These are sample topics only from a selection of Catherine’s most frequently requested presentations-but you can chose one topic or a mixture of messages-and the presentation is always customised to your conference needs & theme. <strong>1. Good Service Is Good Business/Winning Teams</strong> <ul> <li>Boost your bottom line without increasing cost</li> <li>Use service to differentiate you from your competition</li> <li>Gain market share by exceeding customer expectations</li> <li>Increase brand loyalty, turn complaints to opportunities</li> <li>Make minor improvements for major impacts on internal & external stakeholder experience</li> <li>Many customers-one team. Empower staff to be accountable</li> <li>Add value-not cost-to your bottom line</li> <li>Eliminate Waste and stimulate value</li> <li>Create customers for life-and a life for yourself.</li> </ul> <strong>2. Conquer The Challenge Of Change</strong> <ul> <li>Shift happens!-Be more resilient to thrive through change</li> <li>Change is inevitable. Learning from change is optional</li> <li>The 7 most expensive words in business – ’We have always done it that way’</li> <li>Turn common sense into common practice in your organisational culture</li> <li>Fight complacency-success today doesn’t equal success tomorrow</li> <li>Victim or victor from change-your choice.</li> <li>Make a living-make a difference</li> </ul> <strong>3. Success/Resilience – Turn Obstacles Into Opportunities</strong> An inspirational personal story, which can be applied to our working lives. From early days in an orphanage in Canada-to an education in the USA-to an international career with IBM in Japan, the Australian Executive Woman of the Year outlines: <ul> <li>We can’t always control events but can always control our attitude</li> <li>Focus on what you can do rather than waste energy on what you can’t</li> <li>Focus on the positive to produce professional & personal success</li> <li>Detour to Dreams-Hope is not a 4 letter word</li> <li>Incorporating analogies from volunteering with street kids, cycling over the Andes, climbing Mt Kilimanjaro & trekking to Timbuktu, participants are reminded not to make mountains out of molehills.</li> <li>Participants will leave all sessions feeling better about themselves and their organization.</li> </ul> Catherine’s delightfully humorous approach to presenting serious content has earned her repeat business amongst clients such as American Express, AT&T, Australian Tourism, Bankwest, Coca-Cola, Domino’s PIzza, Ernst & Young, 3M, Mercedes, Neways, Qantas, Red Cross, Remax, Royal Australian Airforce, School Principals, World Triathlon Championships. <em>More About Catherine:</em> <strong>International Business Experience</strong> Catherine worked for a decade with IBM. Following two years in Japan as Asia Pacific Headquarters Human Resource Manager, she returned to Australia with a heightened awareness and commitment to quality customer service. As Customer Education Manager for Asia/South Pacific, she gained an appreciation of regional cultural differences and current leadership issues, when she was responsible for the delivery of IBM’s high potential and performance leadership programs. Earlier experience as a Sales and Marketing Representative and as Employee Communications and Special Events Manager provided insight into effective communication, motivational programs and conference organisation. Following IBM, Catherine was CEO of Junior Achievement Australia – a worldwide organisation forging closer links between business and education.. <strong>Government Experience</strong> Catherine served as a speech writer/press secretary to Ministers of Consumer Affairs and Education. Prior to that, she was responsible for all sports funding; involved in the establishment of the award-winning “Life Be In It” fitness campaign; and author of a book on sports marketing. She was an independent board member of the 3rd largest police service in the world. <strong>Education</strong> Catherine holds a Master of Science degree & has attended short courses at Harvard University & The Melbourne Mt. Eliza Business School, where she also lectured; as well as IMD in Switzerland. Yet this former teacher, once a Mensa member, still believes the best education is common sense! She touches the head and the heart to shift attitude & empower action. <strong>Communicator</strong> Twice awarded Australian Keynote Speaker of the Year, Catherine is a former university lecturer, who has spoken at local and international conferences; sharing the platform with Prime Ministers and Presidents on 5 continents. A CSP (Certified Speaking Professional), she is a best-selling author, columnist and frequent broadcaster. With 9 best-selling books – translated into over a dozen languages, she has also written corporate histories.
Helping others, Help themselves
Customer Service & Customer Experience
Like you, Geoff Ramm, the creator and author of Celebrity Service and OMG Marketing, knows that great customer service leads to lucrative, repeat business but a greater experience leads to global recognition. So how can you design a customer experience that has you talked about for decades to come? Geoff knows the Jedi Mind Trick to make you craved by your customers, envied by your competitors and raved about in your industry. In his interactive keynotes, your audience will not only discover out-of-this-world ideas, they will come up with them and be excited to implement them too. He’s challenged and inspired entrepreneurs, companies and organisations across six continents to create award winning ideas to outperform the competition. Author of the Celebrity Service & OMG book trilogy, he has also been awarded the PSAE award of speaking Excellence. Oh and his on-stage presence and infectious enthusiasm and humour will have you on the edge of your seats. <strong>Be Entertained</strong> Laugh out loud at the greatest cabin crew member of all time. Get a lump in your throat at the sight of a sesame seed bun. Discover simple and cost effective ideas that will have the world talking about your business. <strong>Become Engaged</strong> Kick off your event with a bang. Close with an explosion of creative ideas. <strong>Leave Inspired</strong> Make massive changes tomorrow. Become the brand of choice in the eyes of your customers. <strong>Keynotes</strong> Celebrity Service: You can choose from a high impact TED style 20 minutes, through to an expertly crafted 60 minute keynote. Geoff will pick the very best and most relevant content for your audience from his extensive catalogue of original stories, creative ideas and result defying techniques. <strong>OMG Marketing</strong> Results Achieved:A business to business Valentine Card achieved a record 70% response rate by the Bauer Media Group after implementing OMG Marketing, watch the video. Indian giants TATA won two Direct Marketing Association awards following a two-day OMG masterclass. Tiger Brands, South Africa introduced a dozen new ideas after his keynote and masterclass. Just one of these ideas increased sales by over 53%.
Customer Service & Customer Experience
ETERNAL BUSINESS STRATEGIES
Brian Parsley is a Certified Professional Behavior Analyst and Human Capital Strategist, is rated one of the top business speakers in the United States. He is a conference speaker on customer sales and employment. As a speaker and consultant, Brian Parsley guides business leaders to increase sales performance, solidify customer loyalty and build profits. Brian teaches time-tested business strategies and customer loyalty programs across all industry sectors including financial services, technology, retail, healthcare, manufacturing, and professional services. Brian Parsley has received numerous awards for professional excellence and is listed in Business Journal’s “Top 40 executives under 40.” Brian guides business leaders to increase sales effectiveness, delight customers and build profits. He also teaches time-tested business strategies and customer loyalty programs across all industry sectors including financial services, technology, retail, healthcare, manufacturing, and professional services. His speaking style has been described as funny, insightful, engaging, thoughtful, and highly entertaining while also providing real-world insights into the connection between employee behavior and bottom-line results. MAKING LAUGHTER WORK: Creating Productive and Enjoyable Work Team Cultures Do you want to stop: silo-ing, office politics, discrimination and interpersonal conflict? Do you want to increase: corporate citizenship, staff retention, networking, job satisfaction, customer service, and a drive toward excellence in performance? Through facilitation, learning and comedy this presentation gets participants to realize how to create cultures where people love to work For over two decades Brian Parsley has delivered both seminars and workshops assisting organizations to optimize both revenues and drive loyal customers. His unique approach has been recognized by industry leaders as thought-provoking and actionable. Mastering Strategic Communication Imagine if you could build more meaningful relationships personally and professionally. This course leverages a modelling approach that allows you to deal with life’s opportunities and challenges. You’ll uncover practical and actionable strategies that’ll deliver results into the real world now. Brian’s course has been described as the study of what works to build rapport and significantly improve the results you achieve, by helping you improve your ability to understand how others think and master your own communication. You’ll find the course enlightening yet easy to consume and use immediately. We’ve made them short, fun and engaging to entertain even the shortest attention spans.
ETERNAL BUSINESS STRATEGIES
Be Brilliant For Your Customers
The founder and MD of Brilliance, Samantha Hillion-Burns is dedicated to helping companies around the world become more successful at and by proactively looking after customers’ best interests. Passionate about her clients, Samantha provides effective customer experience tools, practical advice and inspirational training. Having over 25 years’ executive experience in the field of keeping customers (including customer experience management; customer trust and loyalty; customer ethics; service design and complaints management). Numerous clients have benefitted from her strong problem solving and design skills and her persistent drive for customer success. Being an expert in customer fairness, Sam has over 100 financial services firms using her online tools successfully helping them to implement, monitor and measure fair customer outcomes to meet both regulatory and CX requirements. She is regarded as one of the leading authorities on Treating Customers Fairly in South Africa. Samantha has an international MBA cum laude mastering customer loyalty, and a degree in psychology and communications which she applies to customer psychology and customer communications. On a personal note, Sam loves dinner with friends (especially when it’s sushi or a good old South African braai); she loves word games; she loves the nature; she loves reading, being inspired and inspiring others – she loves life. <strong>Keynote Speaking Events</strong> Samantha Hillion-Burns is repeatedly rated as one of the top speakers at events. <ul> <li>leadership event,</li> <li>executive forum, or</li> <li>business strategy session.</li> </ul> Benefit from an inspirational and mind-opening talk on Service Energy. Hear a fascinating, new perspective on Customer Success. Hear Samantha talk passionately about one of her favorite subjects: Customer Ethics – driving corporate integrity to be a force for good for customers.
Be Brilliant For Your Customers
International client success co-creator
The founder and MD of Brilliance, Samantha Hillion-Burns is dedicated to helping companies around the world become more successful at and by proactively looking after customers’ best interests. Passionate about her clients, Samantha provides effective customer experience tools, practical advice and inspirational training. Having over 25 years’ executive experience in the field of keeping customers (including customer experience management; customer trust and loyalty; customer ethics; service design and complaints management). Numerous clients have benefitted from her strong problem solving and design skills and her persistent drive for customer success. Being an expert in customer fairness, Sam has over 100 financial services firms using her online tools successfully helping them to implement, monitor and measure fair customer outcomes to meet both regulatory and CX requirements. She is regarded as one of the leading authorities on Treating Customers Fairly in South Africa. Samantha has an international MBA cum laude mastering customer loyalty, and a degree in psychology and communications which she applies to customer psychology and customer communications. On a personal note, Sam loves dinner with friends (especially when it’s sushi or a good old South African braai); she loves word games; she loves the nature; she loves reading, being inspired and inspiring others – she loves life. <strong>Title</strong> Customer Success Multiplied <em>Objectives</em> Giving business leaders practical insights and tools for a purpose-driven, values-based approach to increase success for their customers. This approach multiplies the benefits to customers, employees, community and of course, the company. <em>Attendees</em> CX leaders; Heads of Operations; Service division heads; Entrepreneurs <em>Content</em> Delegates will learn and receive valuable guidance on: The scope of Customer SuccessFive dimensions of customer successCommon reasons for current failings in customer experience initiativesPractical advice in achieving Customer Success using the five dimensions What it takes to avoid the common failingsMost important customer success outcomes to give attention toHow to measure the degree to which customers’ success is being accomplished <em>Duration</em> 1 day Other Workshops available: <strong>Raising your Service Energy</strong> Liberate the energy in each person who impacts or interacts with customers. <strong>Measuring Customer Fairness</strong> Find out what to measure and how best to monitor the indicators of customer fairness. <strong>Complaints Management</strong> Get a clear road map to extract the great value of your customer complaints. <strong>Customer Success Outcomes</strong> To get better returns on CX investments, know what the most critical customer success outcomes are and deliver them.
International client success co-creator
Leadership, Change & Motivation
Femi Adebanji is a sought-after international customer service speaker and organisational excellence speaker with Speakers Inc for over 5 years(Leadership, Change, and Motivation). A passion for helping organisations transform their service excellence levels, build truly customer centric cultures, create high-performance business cultures and evolve into brands of distinction. With over 15 years of business leadership and customer strategy experience, he has consulted on numerous critical business performance improvement initiatives for companies in South Africa and internationally. Femi Adebanji Customer Service is Senior Customer Experience Strategist at Baines & Partners, a firm that specialises in Customer Experience consulting and Customer Service turnaround strategies. Femi Adebanji is also Research Director at Pinnacle Consulting, a corporate learning consultancy that provides customised and off-the-shelf customer service training, and diverse skills development training solutions to organisations of diverse sizes across all industries. As a dynamic and insightful keynote speaker, Femi Adebanji Customer Service has had the privilege or working with clients such as 3M, Hewlett Packard, International Centre for Parliamentary Studies, Vodacom, Office of the Presidency, Barclays Africa, Tiger Brands, Unilever, FNB, SARS, The University of Cape Town, Standard Bank, Old Mutual, Nedbank, and many more. His expertise, knowledge and insights will not only transform the customer experience within your organisation but equip you to turn service excellence into a strategic advantage and entrench your competitive positioning in your industry. You can follow Femi on Twitter Femi Adebanji talks and keynotes provide unique insights and strategies on Turning Customer Experience into A Competitive Edge, Using Service Excellence to Create Market Dominance, How to Leverage the Power of Customer Perception, Building and Sustaining A Customer-Focused Culture, Service Excellence Through Social Media, Creating A Culture of Internal Customer Service, Leadership for Service Excellence, Driving Sales Through Service, Recovery Strategies for Unhappy Customers and much more. <strong>KEYNOTE TALKS</strong> BE DISTINCT OR BE EXTINCT In the “Distinct or Be Extinct” talk, Femi Adebanji Customer Service shares unique customer service insights that sets successful organizations apart from the rest. For consumers, it’s never just about the product, it’s all about the “experience that comes with buying the product”. In a world where social media is integrated into our lifestyles, customers no longer just buy based on your advertising – they now base their buying decisions on what other consumers say about your brand, your products and most of all your service! MAXIMISING CUSTOMER LOYALTY Today, many businesses are experiencing a shrinkage in market share as they lose customers to their competitors. For any organisation to be profitable and successful, it must be able to keep its customers loyal. To do this, it must not merely satisfy its customers but delight them in such a way that they keep returning to do business. Loyal customers are the lifeline of any business. Making customers loyal to your products or services and turning them into raving advocates for your brand now means that companies must exceed customer expectations and deliver exceptional experiences to customers, consistently! INTERNAL SERVICE EXCELLENCE Organisations can only truly be effective in delivering exceptional service to their external customers if their internal customers are treated with the same standard of service. Everyone in the organisation plays a key role – irrespective of whether they are front-line or not. For instance, without ongoing support from internal business units such as HR, Finance, IT, front-line service staff would become extremely limited in dealing with external customers on an on-going basis. Furthermore, there is the issue of culture. THE POWER OF CUSTOMER VALUE Delivering exceptional customer service experience is more than a series of steps of “how to guides”. It ultimately comes to appreciating the customer’s desire to choose do business with your organization as opposed to your competition; and that appreciation is reflected by asking ourselves, “how do I deliver value to this customer?”. Value is never about how a business perceives value, but rather how its customers perceive value. When customers make a purchase decision, they are not merely looking to purchase a mere “product or service”. They are constantly seeking value relative to the price they are paying. ADAPT AND THRIVE Change is an inevitability that will face or take place within any organization and in today’s rapidly “changing” world, those organizations that do not know how to successfully navigate the change experience will lag their competition and even worse still, may ultimately fail. Knowing how to successfully manage the change process is a powerful key for unlocking innovation and creativity within any organization; and embedding a culture of innovation and creativity within a business is one of the factors that set a business apart from the competition. Furthermore, when organizations have the tools to embrace and adapt to change, this almost always results in new performance levels and consequently, business success. HIGH-PERFORMANCE CULTURE The business landscape is rapidly changing, competition has ramped up significantly, technology is simultaneously creating and destroying opportunities, what worked yesterday is no longer effective today and per research, by the year 2020, the lifespan of the average business will shorten from 45 years to less than 10 years. In a dynamic, highly competitive and rapidly changing world, “being an average player” is a sure recipe for disaster. Organizations that survive and thrive are keenly aware that their competitive edge lies in their ability to create, nurture and build on a high-performance culture. Even challenging economic climates pose numerous opportunities and advantages provided businesses can switch gears to high-performance championship thinking, build innovation into the DNA of their organisation, and encourage a culture of results-driven and transformational leadership. LEADING THE CHARGE EVERYTHING rests on leadership. Business success requires managerial leaders that must not only be able to strategise and be insightful decision-makers; however OUTSTANDING business success is driven by quality leadership that can motivate employees to higher levels of performance and delivery, inspire employees to commit to the organizational vision, and establish the type of performance-driven culture that becomes the true source of the organization’s competitive advantage. This dynamic and content-rich talk will share with the audience how to achieve exactly that. “Leading the Charge” focuses on empowering management-level employees to excel in their leadership roles and evolve to become high-performance leaders – influential leaders that inspire the rest to raise their game and exemplify actions and behaviors that ultimately facilitate positive bottom line business results.
Leadership, Change & Motivation
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