MUSICAL CUSTOMER EXPERIENCE KEYNOTE
This entertaining, energising, inspirational, educational and unforgettable musical keynote performance will show you how focusing on your customers will help you to become a Customer Experience Rockstar.
This is a keynote performance your delegates will NEVER forget!
THE WORLD'S ONLY MUSICAL CUSTOMER EXPERIENCE KEYNOTE!
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PERFORMED IN
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BEST SELLING AUTHOR OF
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BOOK JAMES TO ROCK YOUR NEXT EVENT
LEARN HOW TO DELIVER
ROCKSTAR CUSTOMER EXPERIENCES
MUSICAL CUSTOMER EXPERIENCE KEYNOTE TALK
'RULES FOR ROCKSTARS'
Intro:
James enters the stage playing electric guitar. The distortion is turned up to 11, setting the tone of what's to come. This unexpected surprise excites, energises and intrigues the crowd. See a video highlight in the videos section below.
Rule #1, Find Inspiration: *NEW FOR 2020*
James explains how he became inspired to make such an impactful entrance and then goes on to share some music from artists who maybe have taken a little too much inspiration from other popular songs, specifically focusing on his 'favorite' music group. He then shares a framework that will help you take inspiration from outside of your industry and innovate the experience you deliver to your customers.
Rule #2, Create Superfans:
James explains that 'Rockstar Companies' don't have customers, they have fans. Just like the superfans of music artists and acts, company superfans will promote, advocate, defend and market the products and their services for free. James shows just how far some superfans will go by sharing some hilarious company superfan tattoos. Some of these need to be seen to be believed. James concludes by suggesting that to create superfans you need to start with your employees. If you turn your employees into fans of your customers, they will turn your customers into fans of your company.
Rule #3, Make it Right:
James tells the story of a time where his actions, though well intentioned, nearly ruined the final show of his band's first major tour. He shares how he managed to fix the experience in the experience and suggests that companies should take this approach to Customer Experience. He suggests that companies should proactively be looking for issues in the experience and fix them before the customer has a chance to get angry or upset that they happened. James shares an analogy about a crowded bar and a simple 4 step framework that can be applied to any customer experience immediately.
Rule #4, Make it Clear:
James talks to us about how a simple misunderstanding can completely derail an otherwise great Customer Experience. He explains that when a customer discovers that they have misunderstood something about your company, product or service they don't blame themselves - they blame you. He cleverly demonstrates this by sharing a series of misheard lyrics that, although simple misinterpretations, change the entire meaning of a song. Warning: you will never hear these songs in the same way again. James suggests that we should work to make things as simple and as easy for our customers to understand as possible or we shouldn't be surprised when they think we've said or promised something that we haven't.
Rule #5, Let Teams Rock:
James explains that after working with hundreds of high performing teams all over the world he has seen that the quickest and easiest way to GET teams to rock, is to LET teams rock, He hammers this home with the acronym Listen, Empower, Trust. James then abandons his attempt to try and explain team work to the crowd with words and decides to invite the crowd to work together and join his band. He splits the crowd into sections and teaches them each a different beat that when combined create a rhythm that James then plays guitar to. This thrilling end to an extremely entertaining and transformative talk leaves the audience inspired and energised to go out and make the necessary changes to their business to ensure that they deliver 'Rockstar Customer Experiences'.
INSPIRATIONALJames' super-power is the power of inspiration. People who attend his talks become inspired, motivated and empowered to make real changes in their personal and work lives.
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UNFORGETTABLEThrough humour, music and frequent audience participation, James makes every talk unforgettably exciting, engaging and fun and will leave attendees talking about the event for a very long time.
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ACTION ORIENTEDJames has many combined years experience in the music and business world and uses that experience to present simple yet powerful ideas that influence immediate action.
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VIDEOS
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BOOKS
FOUNDATIONS FOR CUSTOMER
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A CUSTOMER CAROL'#1 New Release' on Amazon
All profits to charity |
136 IDEAS FOR ROCKSTAR EMPLOYEE ENGAGEMENT'Amazon #1 Best Seller' in four different categories.
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PUT YOUR CUSTOMERS SECOND*COMING SOON*
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THE CUSTOMER EXPERIENCE QUOTE BOOK365 CX quotes from the world's top CX and business leaders.
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BOOK BUYS & SIGNINGS AVAILABLE
TESTIMONIALS
"This was definitely one of the best and most memorable keynotes I have ever seen, what a brilliant, engaging, funny and memorable way to think about CX and I have since used many of your brilliant analogies."
Kieron Flood, Client Director, Olive Communications
"This guy is my new hero...your stage event (I mean, what else could it have been called? Okay, maybe I could have said "Epic Performance") was so well crafted from both CX industry and CX practitioner perspectives that I was blown away!"
Dennis Wakabayashi, Vice President, The Integer Group
"Customer Contact Week (CCW) had the pleasure of having James as a speaker and CCW Influencer for CCW Vegas 2019. His rock star performance captivated our attendees. It was an unforgettable, stimulating, and an educational keynote that left our attendees wanting more. James will inspire and motivate you to think about what rock star CX should look like in your organization and how you can make practical changes. Thank you for bringing a fun way to engage with our attendees!"
Sandy Ko, Conference Director - Customer Management Practice
“James, spoke at our supervisors summit. He was by far the best speaker/workshop instructor we have ever used. Our people completely embraced his message on customer experience. and to this day reference his work. In all my years as an executive, James has a riveting style while conveying very important messages on customer experience. I could not recommend using this talented individual more!”
Chief Customer Officer, Batory Foods - Fred Dingraudo
"We have been fortunate to have James Dodkins as the keynote speaker at CX Day. I can assure you that he not only passed on his knowledge but also spread great vibrations with his energy. His presentation "Rules For Rockstars" was outstanding and ignited all of the attendees. Having James on board completely make a difference and raised the bar of the event."
Daniel Cedeño, Academic Director of CX Day Argentina & CX Day Mexico
“It's very rare these days to come across a speaker who radiates honesty and charisma. Far too often these things are drenched in corporate crap, so it was very refreshing to hear a real take on it! Also most speakers I've seen act like they're only there because they've been asked, but what was nice about the segment was that James came across as someone who really cares about CX and wants to make a difference. What a fantastic end to the day! If you're looking for an exceptional motivational speaker around CX, he's your man.”
Mark Jaszczak, Business Improvement & Performance Manager - WHG
“Thank you again for these amazing insights and for sharing your knowledge. I can't wait to start integrating them in our current program and see the benefits! Overall, great feedback, fantastic engagement and rich insights. Thanks again for the quality of your training, it was a fantastic resource.”
Caroline Maillols, Customer Insights Manager & CX Program Lead - MedicalDirector
"I have met some extraordinary people over the last 35 years and James is one of them. He has brought the science of experience delivery from his past into the challenges that we face today. He is genuinely an expert in experience and there are too few...and I love his show!"
Morris Pentel, Customer Experience Designer Chairman - CXFO.ORG
“I am happy to recommend James for his dedication to gleaning a wide range of insights from differing sectors to get under the skin of Customer Experience. James is committed to unearthing golden nuggets of world class performance. James will leave an awesome legacy”
Kriss Akabusi, British Olympic Legend
Kieron Flood, Client Director, Olive Communications
"This guy is my new hero...your stage event (I mean, what else could it have been called? Okay, maybe I could have said "Epic Performance") was so well crafted from both CX industry and CX practitioner perspectives that I was blown away!"
Dennis Wakabayashi, Vice President, The Integer Group
"Customer Contact Week (CCW) had the pleasure of having James as a speaker and CCW Influencer for CCW Vegas 2019. His rock star performance captivated our attendees. It was an unforgettable, stimulating, and an educational keynote that left our attendees wanting more. James will inspire and motivate you to think about what rock star CX should look like in your organization and how you can make practical changes. Thank you for bringing a fun way to engage with our attendees!"
Sandy Ko, Conference Director - Customer Management Practice
“James, spoke at our supervisors summit. He was by far the best speaker/workshop instructor we have ever used. Our people completely embraced his message on customer experience. and to this day reference his work. In all my years as an executive, James has a riveting style while conveying very important messages on customer experience. I could not recommend using this talented individual more!”
Chief Customer Officer, Batory Foods - Fred Dingraudo
"We have been fortunate to have James Dodkins as the keynote speaker at CX Day. I can assure you that he not only passed on his knowledge but also spread great vibrations with his energy. His presentation "Rules For Rockstars" was outstanding and ignited all of the attendees. Having James on board completely make a difference and raised the bar of the event."
Daniel Cedeño, Academic Director of CX Day Argentina & CX Day Mexico
“It's very rare these days to come across a speaker who radiates honesty and charisma. Far too often these things are drenched in corporate crap, so it was very refreshing to hear a real take on it! Also most speakers I've seen act like they're only there because they've been asked, but what was nice about the segment was that James came across as someone who really cares about CX and wants to make a difference. What a fantastic end to the day! If you're looking for an exceptional motivational speaker around CX, he's your man.”
Mark Jaszczak, Business Improvement & Performance Manager - WHG
“Thank you again for these amazing insights and for sharing your knowledge. I can't wait to start integrating them in our current program and see the benefits! Overall, great feedback, fantastic engagement and rich insights. Thanks again for the quality of your training, it was a fantastic resource.”
Caroline Maillols, Customer Insights Manager & CX Program Lead - MedicalDirector
"I have met some extraordinary people over the last 35 years and James is one of them. He has brought the science of experience delivery from his past into the challenges that we face today. He is genuinely an expert in experience and there are too few...and I love his show!"
Morris Pentel, Customer Experience Designer Chairman - CXFO.ORG
“I am happy to recommend James for his dedication to gleaning a wide range of insights from differing sectors to get under the skin of Customer Experience. James is committed to unearthing golden nuggets of world class performance. James will leave an awesome legacy”
Kriss Akabusi, British Olympic Legend
