Keynote Speaker – Robin Lawton
Achieving and sustaining excellence based on the priorities and voice of the customer is a top priority for leaders. The goal is clear; how to achieve it has not been…until now.
Your objective may be to kick off a new initiative, reinforce or celebrate good practices, inspire and energize your people or equip them with the cutting edge ways to achieve your vision to make customers raving fans. That requires doing several things exceedingly well:
- Creating a vision of excellence
- Energizing others to innovate
- Equipping them with a clear path forward
- Framing deployment suited for today’s service and knowledge-intensive work
- Moving at the speed of now
- Integrating change management with strong customer focus
- Celebrating success
Rob tailors his message for your special audience to inspire, motivate and equip them to do what they may never have thought possible. He doesn’t just deliver a message he knows will excite. He weaves the audience responses to provocative questions back into his presentation to make the message even more personally relevant.
Robin Lawton is an internationally recognized expert in creating rapid strategic alignment between enterprise objectives and the voice of the customer. Rob is president of International Management Technologies, Inc., which he founded in 1985. Mr. Lawton coined the term “customer-centered culture” (also known as C3) in his 1993 best-selling book, Creating a Customer-Centered Culture: Leadership in Quality, Innovation and Speed (5-star rated at Amazon). His new book, MASTERING EXCELLENCE: A Leader’s Guide to Aligning Strategy, Culture, Customer Experience & Measures of Success was published in early 2017.
Rob’s keynotes are motivational, thought-provoking, and memorable. He has been named Quality Guru because his customer-centered culture (C3) methodology for uncovering and understanding the voice of the customer is perfect for today’s knowledge and service enterprise and transcends Industrial Age thinking that is so yesterday.
Your audience will come away both enlightened and energized with fresh new ideas on improving customer satisfaction, growth and profitability. They can immediately apply the insights they’ve gained. Takeaways can include practical ways to:
- Frame excellence from the outside in, balancing customer and enterprise values
- Redefine all work as tangible and countable products, from the person to the enterprise
- Eliminate ambiguity about who “the customer” really is in every context (and why it matters)
- The easy to understand way to uncover what customers want
- Cut response time, experienced by those you seek to satisfy, by 80%
- Transform culture, with eye-popping results others have achieved
- Achieve dramatic, sustainable results customers and employees can see
I stood by the door, and when we ran out of standing room, they began turning people away, so they congregated outside the door. My legs were getting sore near the end, but the presentation and especially the presenter were well worth any discomfort.
Steven Richards, M.D.
Thank you for your presentation at the Third Annual CQI Conference, “Improving the Quality of Your Practice”. I appreciated your challenging, thoughtful session. I am delighted that this health care professional audience enthusiastically embraced your message. You created excitement and focus for developing or expanding a customer-centered approach to delivering health care.
Rob is a member of the National Speakers Association (NSA) and the Global Speakers Federation (GFS). See his profile on Espeakers and examples of how Rob will help you meet your leadership challenges, celebrate success or create exciting new insights.
For more information on how he can help you excite, inspire, enlighten, equip, engage, transform, wow, lead and/or entertain your group, please fill out the form below or call Rob personally at 941-704-9888. He will start by understanding your special context and unique objectives, then suggest possibilities to best inspire your audience.
This is definitely NOT for the faint-hearted! Mr. Lawton led us through an intensive, fast-paced presentation designed to reframe how we think about customer satisfaction and service. He encouraged each participant to continually challenge how we think about ‘products’ and our role in providing these to our real customers. He provided a very clear understanding of what a customer-centered culture is and how to create one.
I can assure you I will think, act, work and do things differently as a result of this session! Your ‘real life’ examples were excellent. Rob’s enthusiasm is very contagious. I actually got energized by his energy!” I found Rob’s personal examples striking both intellectually as well as psychologically. Thanks!