Lisa Ford

LISA FORD, CSP, CPAE

Hall of Fame Customer Experience Expert

TRAVELS FROM:
Georgia
SPEAKER FEE:
$10,001-$15,000

Speaker fee falls within this range. For exact fee, please contact us.

"Lisa was and is phenomenal! She captured the attention of a very diverse audience. All were engaged and responded to her presentation. When rounding in the hospital, all I hear is how awesome she was and how she touched people to look at their behaviors on service. She has a great sense of humor and her stories are wonderful and entertaining. We found her very responsive to the language and key messages we were trying to create in the forum, as take home messages for our staff and MDs. I find Lisa exceptional to work with and have already recommended her to my peers in the organization. I am a true fan of Lisa Ford."

 

Kaiser Permanente

"It was such a pleasure meeting you and watching you in action. Lisa, I could have listened to you all day and then again Tuesday. You have such a fantastic way of sending out your message to the people. I can't get enough of your energy not to mention your GREAT sense of humor! It really was such a pleasure to have you be a part of our conference! We are still receiving RAVE reviews! You are a wonderful woman Lisa and I really hope I have the opportunity to see you again."

 

First American Title Insurance

"All 10's! Lisa was amazing. We loved working with her and our partners loved her as well. Such a powerful message. Highly recommend."

 

Accelerent

"We were so pleased with Lisa. She went above & beyond to make it a fantastic event. She had clearly done much work to prepare--we have received so much positive feedback."

 

Family and Nursing Care Corporation

ABOUT LISA FORD

Lisa Ford, CSP, CPAE is a speaker with over 20 years of experience presenting to businesses, associations and government. She speaks throughout the United States and internationally on topics of customer service, leadership, team issues and change. Lisa is best known for her work in the areas of customer service. She is the author of the videotape series How to Give Exceptional Customer Service, the #1 selling business video series in the U.S. for over 5 years. Her other videos and audiotapes include: Developing a Customer Retention Program, Building a Customer Driven Organization: The Manager’s Role and Personal Power. Her recent book is Exceptional Customer Service – Going Beyond Good Service to Exceed the Customer’s Expectations.

Lisa designs content personalized to the audience and issues they face. She has also customized numerous videos for clients to use in their ongoing education efforts. Lisa’s experience includes working with Pfizer, Viacom, Edward Jones, CSX, Kaiser Permanente, Morton’s of Chicago, Citgo, American Gas Association, American Diabetes Association and American Veterinary Medical Association.

In 2002, Lisa was inducted into the Speakers Hall of Fame by the National Speakers Association. She is one about 240 speakers who have been honored over 30 years. She also serves a Board Member of the College of Arts and Sciences at the University of Tennessee.

LISA FORD PROGRAMS & TOPICS

Customer Focused Culture: Why Customer Service is NOT Enough

The best way to grow ANY business is for your customers to grow it for you. But that only occurs if you deliver a customer experience that creates conversations. Word of mouth influences 50% of all purchases, but we too often take this for granted. We just assume that our customers will talk about us. But they won’t, unless you give them a story to tell. In this hilarious and interactive presentation filled with examples and research, Jay Baer teaches audiences how to create a unique story for their business; a tale that will turn their customers into their most effective sales and marketing advantage. This powerful keynote creates real change among attendees. It alters the way they think about the intersection of customer experience, marketing, sales, and operations, yielding big growth and enhanced cooperation.

Create A Customer Focused Team

Face it–front-line customer service is a tough job. One of the biggest challenges is keeping your team inspired and motivated every day. Learn what works when it comes to inspiring exceptional service and creating loyal customers. This session will cover the environment you must create to encourage a strong, involved team, your role in modeling the right behavior and the strategies to maintain the right service attitude. Other hands-on information includes how to train a staff that’s emotionally equipped to handle front-line intensity, what to discuss at team meetings to keep the momentum, and managing today’s generation of team members.

Customers as Partners: Build Loyalty and Repeat Business

Customer retention must be a key strategy for your business. Keeping customers means increased profits. This session is about creating partnerships to get customers to love you and to continue to choose you. People will learn why retention is smart business by determining the cost of losing a customer and how to find out why customers leave or love you. Lisa will share strategies on how to build partnerships, create complaint handling systems so you can capture customer complaints, build recover skills, and how to use guarantees to add value. Other ideas include how to empower employees and align the entire organization to focus on retention. This session is packed with tools and examples of what companies are doing to keep their customers.

Exceptional Customer Service

Your employees and their customer service skills may be the only thing that differentiates you from the competition. This seminar is for front-line employees who do the daily demanding job of serving more sophisticated and educated customers. The skills of employees must constantly be updated to meet customer’s expectations. Lisa delivers hands-on techniques that employees can use immediately. The content is combined with examples and humor so employees have a chance to laugh and learn. Audiences will learn – how to calm down an angry customer, listen to uncover customer’s needs, recover from a problem the organization created and win the customer back, handle conflicting needs of customers and keep enthusiasm and an attitude of “customers first” all day. This seminar is based on Lisa’s best-selling video series, “How to Give Exceptional Customer Service.”

How to Lead a Team

The competition may be able to copy your products or services, but they cannot copy your team. This session will give you the strategies that will set your team apart from the rest. The ideas covered are: how leaders guide success; what the best organizations do; create trust to gain respect; develop operating agreements to ensure accountability; and get the team to make their own decisions. Lisa will also cover the characteristics of a successful team member and how to reward and recognize each team member to keep the motivation high and the team on track.

Everyday Excellence

The best way to survive in today’s fast moving and changing workplace is to be better and smarter every day. You must examine what value you add to the organization and your team. This session covers how individuals must make a difference and increase their results daily. People will learn to understand and love change, take risks and action to make things happen. Lisa shares questions to identify what value you add and create an action plan to increase your value. You will also hear how to create your own luck and success and maintain an attitude of energy and enthusiasm. Today’s world is one where everyone must accept that we are all “self-employed”. Lisa will give people a chance to laugh and learn while accepting the new reality.

Request Availability for Lisa Ford

LISA FORD BOOKS

LISA FORD, CSP, CPAE

Hall of Fame Customer Experience Expert

Lisa Ford
TRAVELS FROM:
Georgia
SPEAKER FEE:
$10,001 – $15,000

Speaker fee falls within this range. For exact fee, please contact us.

“Lisa was and is phenomenal! She captured the attention of a very diverse audience. All were engaged and responded to her presentation. When rounding in the hospital, all I hear is how awesome she was and how she touched people to look at their behaviors on service. She has a great sense of humor and her stories are wonderful and entertaining. We found her very responsive to the language and key messages we were trying to create in the forum, as take home messages for our staff and MDs. I find Lisa exceptional to work with and have already recommended her to my peers in the organization. I am a true fan of Lisa Ford.”

Kaiser Permanente

 “It was such a pleasure meeting you and watching you in action. Lisa, I could have listened to you all day and then again Tuesday. You have such a fantastic way of sending out your message to the people. I can’t get enough of your energy not to mention your GREAT sense of humor! It really was such a pleasure to have you be a part of our conference! We are still receiving RAVE reviews! You are a wonderful woman Lisa and I really hope I have the opportunity to see you again.”

First American Title Insurance

“We have gotten tremendous feedback from your presentation. It was exactly what we needed. I think our attendees left the meeting with renewed enthusiasm for delivering on the customer experience with the pride and passion we need them to. No doubt, your words served to really inspire them–as they did me. And I can’t thank you enough for signing all 600 books!”

Verizon Wireless

 “Lisa was unanimously well received at our National Training events attended by 401 companies. The comments were all positive and many took time to personally express their positive impressions. I will add that Lisa ‘practices what she preaches.’ Her customer service as far as being personable and easy-to-deal with was beyond reproach. I would happily recommend her as a speaker. I know the companies took away many techniques to help improve their customer service, thereby increasing their business.”

WinWholesale

ABOUT LISA FORD

Read More

LISA FORD PROGRAMS & TOPICS

Customer Focused Culture: Why Customer Service is NOT Enough

This is a presentation on why customer service alone will not lead to long term survival. Everyone has read the books, many businesses have pledged fidelity to its customers but few have implemented actions that match their attitude. And most efforts are faint hearted, gimmicky or off the mark. Today’s organization must focus on customer satisfaction and retention with renewed energy. This speech is a combination of content, examples and motivation. The challenge is to get customers to love your products, services and people. Lisa relates statistics, strategies and stories so the audience leaves with skills and the desire to win and keep customers.

Create A Customer Focused Team

Face it–front-line customer service is a tough job. One of the biggest challenges is keeping your team inspired and motivated every day. Learn what works when it comes to inspiring exceptional service and creating loyal customers. This session will cover the environment you must create to encourage a strong, involved team, your role in modeling the right behavior and the strategies to maintain the right service attitude. Other hands-on information includes how to train a staff that’s emotionally equipped to handle front-line intensity, what to discuss at team meetings to keep the momentum, and managing today’s generation of team members.

Customers as Partners: Build Loyalty and Repeat Business

Customer retention must be a key strategy for your business. Keeping customers means increased profits. This session is about creating partnerships to get customers to love you and to continue to choose you. People will learn why retention is smart business by determining the cost of losing a customer and how to find out why customers leave or love you. Lisa will share strategies on how to build partnerships, create complaint handling systems so you can capture customer complaints, build recover skills, and how to use guarantees to add value. Other ideas include how to empower employees and align the entire organization to focus on retention. This session is packed with tools and examples of what companies are doing to keep their customers.

Exceptional Customer Service

Your employees and their customer service skills may be the only thing that differentiates you from the competition. This seminar is for front-line employees who do the daily demanding job of serving more sophisticated and educated customers. The skills of employees must constantly be updated to meet customer’s expectations. Audiences will learn – how to calm down an angry customer, listen to uncover customer’s needs, recover from a problem the organization created and win the customer back, handle conflicting needs of customers and keep enthusiasm and an attitude of “customers first” all day. 

How to Lead a Team

The competition may be able to copy your products or services, but they cannot copy your team. This session will give you the strategies that will set your team apart from the rest. The ideas covered are: how leaders guide success; what the best organizations do; create trust to gain respect; develop operating agreements to ensure accountability; and get the team to make their own decisions. Lisa will also cover the characteristics of a successful team member and how to reward and recognize each team member to keep the motivation high and the team on track.

Everyday Excellence

The best way to survive in today’s fast moving and changing workplace is to be better and smarter every day. You must examine what value you add to the organization and your team. This session covers how individuals must make a difference and increase their results daily. People will learn to understand and love change, take risks and action to make things happen. Lisa shares questions to identify what value you add and create an action plan to increase your value. You will also hear how to create your own luck and success and maintain an attitude of energy and enthusiasm. Today’s world is one where everyone must accept that we are all “self-employed”. Lisa will give people a chance to laugh and learn while accepting the new reality.

LISA FORD BOOKS

Request Availability for Lisa Ford