Kelly McDonald is considered one of the nation’s top experts in marketing, the customer experience and consumer trends. She is the founder of McDonald Marketing, which has twice been named one of the “Top Ad Agencies in the U.S.” by Advertising Age magazine and ranked as one of the fastest-growing independently-owned companies in the U.S. by Inc. Magazine.
Her client experience includes brands such as Toyota, Chubb, Kimberly-Clark, Nike, Harley-Davidson, Miller-Coors, and Sherwin-Williams.
Kelly does hundreds of speaking engagements each year, both in person and as Virtual Keynotes and webcasts for clients.
She has been featured on CNBC, in Forbes, Bloomberg BusinessWeek, Fast Company, on CNNMoney.com and more.
She is the author of three bestselling books on marketing, the customer experience and leadership.
Her latest is: How to Work With & Lead People Not Like You.
Kelly lives in Denver and when she’s not on the road speaking, she enjoys hiking – and shopping for high heels.
How to Help & Serve Your Customers NOW & Seamlessly Transition to "Business Abnormal" LATER (eSession)
Right now, your customers need you more than ever. But not in the same old way. What your customers want and expect from you now is radically different through this challenging time. You must differentiate yourself and your organization on the experience that your customers have, rather than simply the products and services you offer.
Right now, people feel anxious and scared – like they’re freefalling. What they want is an experience that makes them feel SAFE. This brings about a sense of CALM and TRUST – and that’s the foundation of your business success and how you’ll survive the next few months. Doing business virtually poses challenges: you may not get to meet your clients and prospects or even have the face-to-face interaction that’s so effective. But that doesn’t mean that you can’t serve your customer in exceptional ways.
And, when the storm has passed, how do you seamlessly and QUICKLY transition back to your everyday business practices? It may not be “business as usual” or “back to normal”. What new approaches will you keep? What will this difficult experience have taught us that makes us better, smarter, and more effective? And most importantly, how can you leverage new insights and changes to cement the bond with your customers for increased sales and loyalty?
This session will cover:
- How to re-engineer your solutions and approach to address the concerns your customers have right now
- How to keep selling and keep serving customers in a way that is relevant for virtual communication – without being tone deaf or insensitive
- How to stay visible without spamming your customers
- How to make virtual sales presentations helpful and EFFECTIVE
- 5 low-cost, no-cost action items that you can apply immediately
- What to do – and NOT do – when things go wrong. The 5 words that customers want to hear and that work every time
- How to prepare for the inevitable return to everyday business – it may come quickly and you need to have an action plan ready
You don’t have to be the boss to be a leader. In fact, now, more than ever, the way you approach your work, the business landscape and the very real challenges we all face define you as a leader – or someone who needs to be led. It’s time to step up and show your team, your customers and suppliers how you solve problems and keep the business moving forward.
Leadership doesn’t come from holding a position or a big title. It comes from your actions. It comes from your mindset, how you communicate with others and leading by example. Hardship calls for specific characteristics and approaches to be displayed and communicated. Honesty, transparency and empathy work psychologically to calm people and make them feel safe. And when people feel safe, they get back to work. In this session, you’ll learn how to communicate those attributes in everyday business situations, while solving problems and moving the business forward. The result is a level of trust and loyalty that cannot be garnered any other way.
In this Webcast, you’ll learn:
- The five words that will soothe tension with your boss, your team or your customers every time
- Specific tactics on handling bad news: what to do and what NOT to do
- How to build esprit de corps: the common spirit that inspires enthusiasm, devotion, pride and purpose in your team
- The three simple do’s and don’ts that transform tough situations into best possible outcomes with your customers and associates
We all know that a diverse workforce leads to better decisions and solutions – it has been proven to grow business and profits.
But when the person in the next cube or office is different from you, friction can arise. Different people may not see eye-to-eye on an issue. They may have vastly different approaches to work. Their communication styles may be very different. Their comfort in working with technology may be miles apart. They may see work as a formal environment or one that is casual.
They may even have different reasons and motivations for working in the first place. Cultural backgrounds and norms can differ. Even men and women can see situations differently. How do you work alongside someone who may be quite different from you, respect those differences and be effective in your role?
And what about leading a diverse team? Leaders face daily the challenges of inspiring, communicating and executing strategy with their teams. Now imagine the challenges of leading teams that may be incredibly diverse! How does one motivate and lead groups of people who come from different backgrounds? How do you do that when people are motivated by different values and view the world and work through different lenses?
This session will cover the many ways we can be different from one another and how those differences manifest themselves in work situations. It will show how employees can succeed in today’s diverse workplace without losing their minds or becoming frustrated by approaches to work that may differ from theirs. For those in leadership positions, or those who aspire to manage and lead others, this session will identify key ways in which you can effectively communicate, guide, and lead associates and colleagues who are not like you.
Whether you’re working with internal associates or external clients and customers, it’s imperative that you know what motivates people – and what doesn’t. Leadership isn’t about seniority or position – it’s about influence, forming connections and building trust. It’s the ability to move the business forward. Regardless of gender, age, life stage, race, ethnicity or even communication preferences, you’ll learn to create a deep, values-based connection between you and your associates, clients and prospects.
Our marketing environment has become more complex, and consumers have become more sophisticated. Diversity marketing is the new norm, and this doesn’t simply mean racial diversity. Diversity comes in many forms: gender, race, age, life stage, language preference, sexuality, and hobbies or special interests are all ways in which people’s differences are recognized.
By recognizing these differences and tailoring your product, message or marketing efforts to reflect consumers’ uniqueness, you are validating the importance of a consumer group. It may be counterintuitive to focus on differences rather than similarities, but this can really stretch your marketing muscles and bring incremental results.
- Learn about the hottest new market segments and how they’re shaping culture.
- Learn the key emotional drivers for important target segments and how your business can leverage those in marketing messages.
- Learn which group represents the largest opportunity for your business right now and which group will be your greatest opportunity tomorrow.
- Specific strategies and tactics will be discussed for identifying your high-potential prospects and reaching them effectively.
Request Availability for Kelly McDonald
Crafting the Customer Experience For People Not Like You: How to Delight and Engage the Customers Your Competitors Don’t Understand
$15,001 - $20,000
Speaker fee falls within this range. For exact fee, please contact us.