The customer experience is a journey and not just a transaction. The human touch is what truly makes this journey outstanding. Yet, not every person in your organization understands the relevance of their individual role and responsibility along each point on this journey—and this can drive customers away faster than you think: instantly!
Every interaction your employees —from entry-level to top executives, front-line to back office, directly or indirectly involved— leaves an impression that shapes your customers’ perception of you as a brand. Yet professionals are often unaware of how their own appearance, behavior, or communication impacts every customer’s decision during this process. Human beings are unpredictable creatures which means you can’t entirely rely on this aspect of the interaction.
Satisfaction and loyalty are determined mainly by how these interactions make them feel, not what they actually experienced. Hence, it’s essential for everyone involved to strive towards creating superior experiences at every touchpoint!
Because no matter how small it may seem, it can also set off an exceptional impression that shapes their perception of your brand. And when it comes to your company’s bottom line, perception is reality. Because even if your customer’s perception is wrong, it is real to them.
* PWC Future of Customer Experience Survey 2018
I believe that emotions are the gatekeepers of our memories. That’s why, to deliver a truly memorable experience, I take attendees on an emotional journey of self-awareness, reflection, joy, and laughter. I do the unexpected, keep them engaged and on their toes, and create moments of surprise.
To reinforce my key concepts, I let them experience what their first impression actually says about them—making them “comfortably uncomfortable”—in a gentle, fun, and safe way, because our comfort zone is a very dangerous place to be. It’s where we stagnate.
So, if you are looking for a keynote speaker who will stand behind a podium and lecture about theories, I am not a great fit for your event, because I truly believe that…
Project & Event Manager
Key Account Manager
SVP Sales and Account Management
Senior Event Producer
Director of Professional Affairs
The Image of Leadership is the result of Sylvie’s journey through two career paths: one as a human resources professional and the other as a personal branding expert. The title reflects the reality that everyone should acknowledge: true leadership manifests itself in ways that are both seen and unseen. This book will take you step-by-step through the development of your professional imprint. The focus will be on what people perceive about you—with an emphasis on your appearance and image. It is written to be concise, easy to read, and entertaining for leaders at all levels.
Fierce competition marks the professional and business world. As an individual, it is crucial to break away from the sea of sameness by leveraging your points of differentiation. Difference means offering something that no one else does. Difference means creating your own brand and not copying someone else’s. Difference means positioning yourself in a way that makes others notice you instantly. Difference means making decision-makers stop, think, and want more of you. Difference means you have identified your points of differentiation and found ways to leverage them for your work, business, or life. This is your fair advantage.