Scott Deming

Customer Service Speaker, Leadership Speaker & Culture Expert

Scott Deming

Customer Service Speaker, Leadership Speaker & Culture Expert

Add to List Availability & Fees

Biography

Scott Deming is an international keynote speaker, author and business consultant specializing in customer service and customer experience. For more than thirty years, he has helped organizations across virtually every industry understand a simple but powerful truth: lasting customer loyalty is not created by what a company sells. It is created by the experience people have with the organization and the people behind it.

Drawing on decades of real world business ownership and consulting experience, Scott shows organizations how to move customers beyond satisfaction and create the kind of emotional connection that builds loyalty, drives referrals and separates a brand from its competition.

His approach goes well beyond traditional customer service. Scott connects the customer experience to the culture behind it, showing how leadership, employee engagement, communication and consistency ultimately determine what the customer experiences.

Known for his high energy, compelling stories and practical business insights, Scott has worked with organizations of every size, from independently owned businesses to multinational corporations, across manufacturing, healthcare, financial services, technology, retail, agriculture, automotive and many other industries.

Scott's message is straightforward: Customer service is the process. Customer experience is the emotion. And the experience you create may be the one competitive advantage your competition cannot copy.

If you are looking for a speaker who will do more than simply motivate your audience, Scott delivers a message that challenges the way people think about customers, employees and the experience they create every day. Audiences leave energized, but more importantly, they leave with a clear understanding of what must change and how to make it happen.

If your organization is serious about creating customer loyalty and an experience your competition cannot copy, Scott Deming is the speaker you want in the room.

Speaker Videos

Customer Experience and Leadership Speaker Scott Deming

Emotional Selling

Speech Topics

Powered by Purpose

Most companies have a mission statement, but very few organizations live that mission statement, because it was written by a few people at the top who thought the words would resonate with their customers, with very little thought put into where the words came from.

In this dynamic leadership and teamwork driven program, based on Scott Deming’s second book, Powered by Purpose, he challenges his audience to understand their values, where those values came from, and how those values dictate their decisions. Next, he shows the process for surrounding yourself with people who share your values and desire your purpose. This does not mean to surround yourself with yes men and yes women. In fact, Scott discusses the importance of tossing out ego and welcoming healthy debate and contrary ideas. Case studies will be discussed, and proof will be shown, that companies without a purpose-driven and value-oriented culture cannot survive in a world where people are seeking meaningful interactions and trusting relationships.

6 Critical Steps to Create the Ultimate Customer Experience

In this keynote presentation focused on how to create the ultimate customer experience, Scott Deming breaks all boundaries of the typical customer service or brand building processes and dispels the popular—yet incorrect—thinking that advertising and marketing lead to powerful, emotional brands. Scott takes his audiences on a fast-paced, high-energy journey through the six critical steps to creating the ultimate customer experience and building their powerful, emotional brand.

One Team - One Brand

This is where it all comes together! Great branding comes from turning typical customers into loyal, lifelong evangelists. Customers are transformed into evangelists by delivering unique, emotional, one-of-a-kind, unexpected customer service. But make no mistake—great customer service starts from the inside, and ultimately starts at the top. In this powerful, interactive program, leaders will better understand how to effectively communicate, motivate, and empower their people to work together toward one common goal—a goal that they not only understand, but wholeheartedly believe in.

Relational Selling

For over twenty years, Scott Deming owned and operated a national advertising and marketing firm, working with Fortune 500 companies, franchises, and mom and pop companies across the country. Deming started the company out of the upstairs bedroom of his rented farmhouse and grew it into a multi-million-dollar organization. His firm ran strategic channel sales programs, advertising, and marketing campaigns and co-op management for companies such as John Deere, Benjamin Moore Paints, Okidata, The Scotts Company, Carrier, and many others. Transforming a one-person shop into a national organization takes some selling skills. It takes Relational Selling.

Relational Selling is not about price. If a person or a company sells on price and price alone, they become a commodity. Relational Selling is about the customer believing they are getting the very best “Total Cost of Ownership.”

And the “Total Cost of Ownership” includes the following items:

Trust
Relevance
Personalization
Relationship
Innovative Solutions
Unprecedented Customer Experience
Dedication
Emotional Connection
Price

Relational Selling is about emotionally connecting with a customer, letting them know you’re in it for them and offering solutions no other company has offered. But how do you offer solutions no other company has offered? How do you become that unique, one-of-a-kind organization with a unique selling proposition?

In Deming’s keynotes and training programs, he teaches the attendees how to arrive at unique solutions for the customers by changing their perspective. “Start with the customer experience and work backward from there.”

There is a specific formula to Relational Selling, which includes several important steps and components.

The formula to Relational Selling is comprised of the following steps:

Eliminating Ambiguity with Clear Communications
Understanding Perceptual Reality
Scanning, Processing, and Listening
Connecting on an Emotional Level
Shattering Expectations

…and much more.

Testimonials

“Scott has served as a keynote speaker at a number of our events over the past several years. In short he delivers a quality program whether he’s speaking to a team of our front line sales personnel or high level leaders. His vast years of experience in sales, marketing, advertising, and business in general allow him to offer a multitude of content. His stage presence and ability to connect with an audience is second to none. Scott is a master in tailoring his message to captivate audiences and provides them with practical take-aways everyone can use to grow their business, leadership, and overall self-worth. I highly recommend Scott for anyone looking to inspire their team to the next level.”

- Farm Credit Mid-America

“He was incredible and perfect for our business session. We had some technical issues, but he was so patient and rolled with the punches. We debriefed the group following his presentation and had some lessons learned. They took away extraordinary messages from his presentation. It was very fitting for our theme and topic for this year. I have no doubt we will crush the competition. I would highly recommend Scott for any business looking to energize and engage their leadership. Thank you, Judy for recommending him and thank you Ellison for making all the arrangements. I couldn’t have been happier! If there is any testimonial you need for future clients for him, please do not hesitate to reach out to me. I would be more than happy to get the word out about Scott! Please let him know.”

- Tokio Marine HCC

“On behalf of the Mortgage Bankers Association, I wish to sincerely thank you for the captivating, meaningful and timely presentation you made to our members at our 94th annual convention in Boston. I have been working at and attending events such as these for several years. As a staff member and coordinator for our conferences, I am pulled in many directions. I rarely sit through more than a few minutes of a speaker’s presentation, because I need to be in too many places at one time. I planned to watch for a few minutes and make sure you had everything you needed, then skip out, but there I was 90 minutes later. We’ve had nothing but wonderful feedback regarding your breakout session. I’m confident we will be speaking with you in the future about participating in additional conferences. Thank you again for your participation. You truly helped make our 94th convention a huge success!”

- Mortgage Bankers Association of America

“It was a pleasure having you as Armstrong’s speaker at our spring management retreat. It is important to Armstrong to provide a program that will motivate, stimulate and develop our team. Your message and method was both educational and entertaining. Our goal to provide an excellent customer experience has been enhanced, and our awareness of the relationships with customers strengthened as a result of your efforts. I know that members of our team were inspired to implement some of your techniques, ideas and message into their relationships with employees and customers.”

- Armstrong

“Scott, thank you for a great workshop. It was very engaging and very informative and the group truly loved it. Thank you so much!”

- Reser’s Fine Foods

“I wanted to send you a follow up letter regarding the recent training session you presented for our sales and business teams. I heard feedback like, “by far the best we have ever had”, “…. Mr. Deming just set the bar real high for any other training we ever have” and one National Salesman said, “my suggestion is we have Scott Deming come speak to us at least twice a year.” As you can see, you’ve made me look very good Scott and all 54 attendees were extremely satisfied with the 4 hours of training they received from you.”

- GULFSTREAM AEROSPACE

“There are speakers with sizzle, and there are speakers with substance. Scott Deming is one of the few speakers we’ve experienced who delivers both. We found Scott to be great to work with and eager to tailor his presentation to our audience. He’s an authoritative and entertaining speaker who makes a lasting impression, and I’m proud to recommend him.”

- New York Assoc. of Convenience Stores

“Your presentation was right on the mark in terms of style, subject matter and audience engagement. You obviously have a great deal of relevant expertise and experience, but your unique ability to share that in a way that is relatable, meaningful and entertaining is very special.”

- Farm Credit Bank of Texas

“Your engaging presentation and the way you involved the group in the presentation made a long day of presentation seem not so long. Amazing energy!”

- Royal Caribbean

“The speaker evaluations are in and you scored “Excellent!” Your “Team and Leadership” and “Creating the Ultimate Customer Experience” seminars were both very well received. Some of the comments we received included “High Energy”, “Insightful”, “Engaging”, “Very Knowledgeable”, “Thought Provoking”, “Great Audience Participation” and of course “Fun!””

- ACE Hardware Corporation

“Thank you for being more than a keynote speaker – you’ve been a valuable part of our team. Our franchisees rated both your style of speaking and content very highly. From city to city and group to group, you effectively tailored your style and delivery to fit each situation. Your content, style and energy were all exceptional and made a great impact on our entire franchise group.”

- Super 8 Motels

“…Dynamic and motivating…Great speaker…One of the best ever at the event… Entertaining and shared valuable information on branding…”

- Ohio Division of Travel and Tourism

“You kicked off our day doing a breakfast speech, and your super energy and very strong message helped carry a full convention day. Our group was energized and learned more due to how you kicked off the day. I would highly recommend you to any organization looking to get folks focused on the fact that people sell to people, and without the personal sales relationship, the future will be bleak for those selling on price alone.”

- Wireless Zone

“…Based on the feedback we’ve received, your ideas are already making an impact within our organization as we focus on the principles of innovation and optimization. Your passion and vision was truly inspiring to all of us. Your unique point of view on building successful brands was perfect.”

- Wyeth

“Thank you for being a person who ‘walks the talk.’ Your professionalism and timeliness in responding to our needs was second to none.”

- 3M

“On behalf of the entire leadership, I would like to thank you for the insightful, relevant and powerful presentation you made at our launch event. Everyone from the Chairman to the Product Engineers found your information, processes, and anecdotes to be entertaining and inspiring. You were right on the mark.”

- Panasonic

“I do not believe I could have made a better choice in selecting a speaker. Perhaps the most impressive feature of your presentation was your ability to connect with our salespeople. Your information and processes made such an impact on our company.”

- Agco Corp.

“You truly made an impact with your “Emotional Branding” and “Ultimate Customer Experience” message. I believe many in attendance were transformed! In fact, our Divisional Vice President was so impressed with your performance, he is encouraging other regions to bring you in as well. You really hit home on many levels.”

- Countrywide Home Loans

“…a quick “WOW!” and Thank You! Talk about exceeding expectations! The fact that the standing room only crowd quickly erupted into a standing ovation was proof positive of the impact your message had on our group. I really think the extra research you did by calling our customers and getting ‘their side’ of the story” added to the relevance and credibility of your presentation. Thank you so much for coming through for us. You’ve sent away the sales force with a new level of energy and motivation.”

- Cargill AgHorizons

“Scott, you came highly recommended, that’s why we decided to go with you at our first dealer meeting Biloxi. But after witnessing your presentation and hearing the rave reviews from the dealers and Carrier’s management, we had to have you at the rest of the corporate meetings across the country. I know traveling coast to coast over a two-month period wasn’t easy. But you have to know just how much it meant to Carrier to have you deliver our sales and marketing information in a way that no one will soon forget. Your sales and marketing expertise combined with the most amazing stuff I’ve ever seen was a home run! On behalf of the senior management and our regional managers across the country, thank you for your incredible presentation.”

- United Technologies Carrier

‘‘I wanted to send a quick note to thank you for your outstanding keynote presentation at our annual national directors meeting. As you may have heard, this is a tough crowd to please. But when you finished your presentation, our entire group jumped to their feet for a well deserved standing ovation! We truly appreciate your time in advance of the meeting to really learn about our business. You mixed our challenges, goals and objectives into your presentation to make it not only exciting and memorable, but very relative. Your presentation exceeded all of our expectations. I hope we have the opportunity to work together again in the future.”

- Servpro Industries

“What can I say? We wanted to introduce our new products in a unique and entertaining way, and man did we ever! I’ve never witnessed audience participation and audience reaction like there was at your show. Truly astounding! Thank you so much for understanding our audience and our mission. I really believe we sent our customers away that evening educated on our products, baffled by your performance and happy with the entire event.”

- Glaxo Smith Kline

“Thank you for the outstanding presentation you made at our President Club meeting at Walt Disney World in January. As you well know, the response was overwhelmingly positive. Many people, including our own CEO and President said that yours was the very best presentation they’ve ever seen. And I cannot agree more. The message, humor and energy you delivered on stage were second to none. You really were outstanding and I would not hesitate to recommend you HIGHLY to any company looking for a speaker who can truly motivate and send people home with a fresh new perspective on their jobs and their lives.”

- Saxon Mortgage, Inc.