Why (and what) we do what we do…

 

We are in the people perception business, where what we think might be an excellent experience for our customers and team members, may not be the experience they perceive.

 

A recent study shows that 86% of customers will pay more for a  personalized experience and that by 2020 customer experience will override price and product as the key brand differentiator. Now is the time to transform your Brand Experience, so you are ready for the shift in the consumer mindset.

 

Katie believes in partnering with each client to inspire positive actionable change to create, implement and operationalize a Brand Experience that is differentiated and unique to your business and it’s decision makers. This targeted approach will not only result in delighted customers, increased CSI scores and referrals, reduced complaints and higher retention rates - it will also result in increased team engagement. After all, your happiest customer is only as happy as your happiest team member.  
 

How we do it…

 

Create

First, we will complete a discovery of your company to truly understand the unique customer demographic and customer service you currently offer.  During this time, we will identify your top Customer Facing KPI’s to track results. Then we’ll work with your team to create a Brand Experience Program that is unique to your business, your team, and your customers.

 

Operationalize

Sustainability is the only way to see long-term Success. We will work together to operationalize your new Brand Experience Program by implementing tools and training to create a rigor and cadence around the customer experience through team and leadership development.

 

Result

What gets measured, gets managed! Using your Customer Facing KPI's we will measure the success of your Brand Experience Program.

 

Evaluate

Continue to exceed your customer and team's expectations through a culture of continuous improvement. We offer virtual support as you operationalize your unique Brand Experience Program and will hold your hand as much or as little as you need to have sustainable, growing results.


 

Workshops:

 

Katie offers two-day customizable workshops that build on one another for

a systemized approach to creating your unique Brand Experience Program.

 

Create + Operationalize

Create the Program

Brand Experience Promise

Brand Experience Standards

Road Map for Sustainable Success

 

Develop Your Team + Leadership

Brand Experience, Through Your Team’s Eyes

Brand Experience, Hiring Standards

Leadership, How to Create Followers

 

Result

Measuring Your Brand Experience

Cadence of Accountability

 

Evaluate

Create a Culture of Continuous Improvement  

Strategies to continue

growing + improving


 

Bio:

Meet Katie


Katie is an inspiring speaker, consultant, writer, and customer experience entrepreneur with over 15 years of hands-on knowledge in the science of building and implementing customer experience programs in organizations across the globe. Katie's research- based presentations and workshops are approachable, articulated and captivating; her delivery is concise, emotional, and impactful! Katie's presentations and workshops focus on helping business leaders create competitive advantages by creating a Brand Experience that is exceptional and unexpected resulting in happier teams, delighted customers, increased  referrals, reduced complaints, and improved CSI scores. Katie has “walked the walk” and is excited to share her secrets of success.

 

Katie is a certified speaking professional and has her Masters in Adult Training and Development from the Schulich School of Business. She is also a Certified Training and Development Professional with the Institute of Performance and Learning.

 

Conference Keynotes & Breakout Sessions

 

Meeting planners turn to Katie to deliver inspirational, interactive and impactful keynotes and Breakout Sessions that will leave audiences inspired to make positive, actionable changes; they will be ready to use their new skills to change the experience your brand provides their customers and team members. Each presentation that Katie gives is customizable to the needs of the audience and industry. Some of Katie's topics include: Perception is their Reality, How to Create a Personalized Brand Experience, Is your Brand Experience Designed for the Decision Maker?, How to Successfully Implement a Sustainable Brand Experience Program in YOUR Organization, and Effective Leadership, Building an Internal Culture at the C.O.R.E.

 

Keynotes and Breakouts

 

Katie's Keynotes and Breakout Sessions are tailored to deliver results for:
 

Businesses that are ready to not only meet customer expectations but exceed them

 

Business owners focused on surpassing the competition within their market space

 

Leaders in organizations seeking to exceed financial targets through strengthening their Brand Experience

 

Anyone ready to make a cultural shift in the way they treat their people and their customers within any business or industry



 

The C.O.R.E

 

The C.O.R.E Methodology has been developed to ensure operationalized and sustainable success in your dealership focusing on the C.O.R.E of your business;  the customer, your team and the systems that bring it all together.

 

+ Create

+ OPERATIONALIZE

+ Result

  • Evaluate


 

Customizable Workshops

Create + Operationalize

 

Create the Program

Brand Experience Promise

Brand Experience Standards

Road Map for Sustainable Success

 

Develop Your Team + Leadership

Brand Experience, Through Your Team’s Eyes

Brand Experience, Hiring Standards

Leadership, How to Create Followers
 

Result

Measuring Your Brand Experience

Cadence of Accountability
 

Evaluate

Create a Culture of Continuous Improvement  

Strategies to continue

growing + improving

 

Another Option for Verbiage

WHO ARE WE?”

 

A recent study shows that 86% of customers will pay more for a personalized experience…today.  By 2020, customer experience will override price and product as the key Brand Differentiator.  What steps are you taking now to be ready for this shift with your consumer’s mindset?

 

We are in the people perception business.  What we think might be an excellent experience for our customers and team members, may not be the experience that they are perceiving.  If two sides of a divide are not reading from the same page, forward progress is never easily achieved.  When you have a well defined Brand Experience, it’s easier for people to get to know you. If it’s easier for someone to understand who you are at your C.O.R.E., it’s easier for you to create a relationship built upon a foundation of trust.  With trust, the result is everything good.  

 

Katie Mares believes in partnering with each client to optimize their Brand Experience that is unique to their business.  Katie’s targeted approach will deliver results that will be measured by:  1. Your brand’s standards and promise; 2. Leaders who are managing from a 30,000 foot vantage point; 3.  Happy and engaging team members who are representing your Brand; 4. A better ability to harness today’s social word of mouth; 5.  Happy customers who are confident in their relationship with you; 6. Incremental referrals of qualified prospects;  

 

If this is resonant with your needs and objectives, we invite you to continue reading about Katie’s C.O.R.E. strategies to help you revitalizing your brand experience from the inside out.


 

“WHAT WE DO DIFFERENTLY, TO ENSURE THAT YOU ARE DIFFERENT AS WELL…”

 

C.O.R.E. Strategies To Revitalize Your Brand Experience…

 

CREATE…THE PROGRAM

First, we will complete a discovery of your company to truly understand the unique customer demographic and customer service you currently offer.  During this time, we will identify your top Customer Facing KPI’s to track results. Then we’ll work with your team to create a Brand Experience Program that is unique to your business, your team, and your customers.

 

OPERATIONALIZE…BY DEVELOPING YOUR TEAM & LEADERSHIP

Sustainability is the only way to see long-term success.  We will work together to operationalize your new Brand Experience Program by implementing tools and training to create a rigor and cadence around the customer experience through team and leadership development.

 

RESULTS…THAT MEASURE YOUR BRAND EXPERIENCE

What gets measured, gets managed.  Using your Customer Facing KPI's we will measure the success of your Brand Experience Program.

 

EVALUATE…BY CREATING A CULTURE OF CONTINUOUS IMPROVEMENT

Continue to exceed your customer and team's expectations through a culture of continuous improvement.  We offer virtual support as you operationalize your unique Brand Experience Program and will hold your hand as much or as little as you need, to have sustainable and growing results.


 

“WHY…PARTNER WITH KATIE?”


 

Katie is an inspiring speaker, consultant, writer and customer experience entrepreneur with over 15 years of hands-on knowledge in the science of building and implementing customer engagement programs on behalf of organizations across the globe.  Katie's research-based presentations and workshops are approachable, articulated and captivating; her delivery is concise, empathetic, and positively impactful.  The primary goal of Katie's presentations and interactive workshops is to help business leaders create competitive advantages by creating a Brand Experience that is exceptional and unexpected.  As your partner, Katie will deliver for you:  happier teams and customers, increased referrals, a better harnessed social media voice.  Katie is excited to share her already proven secrets of success.

 

Katie is a certified speaking professional and has her Masters in Adult Training and Development from the Schulich School of Business.  She is also a Certified Training and Development Professional with the Institute of Performance and Learning.



 

“HOW?…WITH THESE NEXT STEPS”

 

1.  Still curious and you’d like to learn more details?  Please reach out to Katie directly, katie@katiemares.com

 

2.  After an initial dialogue regarding your needs, Katie will be able to recommend  a customizable workshop in support of your unique Brand Experience Program.

 

It’s a simple first step, and well worth your investment with fifteen minutes of your time…