Creating Raving Fans for Business: How to Develop a Winning Strategy for Client Retention and Customer Satisfaction

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    Speaker: Bruce Lee

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    Duration: 90 Minutes
    Product Code: 50874
    Level: Intermediate

Thanksgiving Sale is here! Use promo code TGD20 and get flat 20% off on your purchase.


A ‘Strategy of Pre-eminence’ and understanding what ‘Moments of Truth” are, gets this session underway. When you learn the actual $ dollar value of one of your customers, gained or lost, you may start looking at training in customer service in a better light.

We will look at three key customer complaint and resolution questions everyone needs to know:

  • What causes customers to leave?
  • Why do customers complain? 
  • What do customers really want?


When you consistently satisfy your customers’ expectations, you will create lifetime loyalty. Do you know what their expectations are? This webinar answers that for you, and then you will develop your own list to train toward. As one of my examples will demonstrate that comes from a very well-known international retail company under Raving Fans: “Your First Chance May Be Your Last Chance”

Bonus: Learn the best questions to ask anyone anytime

  • How to ensure the education session is implemented after the session?

“Look at what you want to be, not what you are going to do.”


The webinar discusses:

  • What a ‘Raving Fan’ means to your business success
  • Defining your service strategy and customer retention strategies the Disney Experience and you
  • Understanding your clients expectations of you and the importance of customer satisfaction
  • The Cycle of Service model
  • The only two things customers ever buy
  • Your personal power in the client experience
  • How to inspire, motivate and engage with S.A.M.
  • To apply “The Greatest Management Principle”
  • Adopt your own version of “I Am the Customer Experience”
  • Learn what really motivates employees
  • Refining your customer service vision and team mission statements
  • Complaint handling that pays off — recovery skills

There is a special section of bonus resources that if implemented by you, will guarantee to increase loyalty to you as manager, employee retention to your organization due to the attention to the attributes and soft skills that matter the most to anyone, and provide fully engaged, accountable, organized and efficient employees.

The leadership skills of everyone will go up!


Who needs more customers?

Everyone! What it takes is for all your staff to be fully committed to providing exceptional, un-compromised customer service, maintaining loyalty through measurable customer satisfaction, and continually improving the service level. The webinar discusses how leaders motivate employees and how to create raving fans for your business.


  • Managers
  • Directors
  • HR management
  • Business
  • Executive Management
  • Management Professionals
  • Communications specialists
  • Leadership
  • Customer service


Years of Experience: 29+ Years

Areas of Expertise: Time Management, Employee Training, Retention and Motivation, Generational Diversity, Client Retention, and Career Growth

Bruce Lee has been educating and inspiring audiences with practical and proven information they can immediately implement into the personal and professional lives and for improved business growth or efficiency. A varied business and leadership background provides him proven experience that clients can relate to. The solid business background from a good cross section of industry includes: 

  • Charter Bank branch management, with special projects assigned from time to time of mortgage lending departments and seasonal savings bond drives,
  • Manager / Resident Representative for the VISA credit card Division of a legacy Bank, in charge of the entire Province of Alberta 
  • Senior marketing representative for a fully integrated Canadian oil and gas company, which included expanding the market share and building retail stations
  • Grew an executive recruiting company from three employees to over 20, and set up a remote recruiting office in England 
  • Set up, owned and managed a 24 hour a day, 365 days a year retail convenience store and gas bar business
  • As a hobby, organizes and chairs election campaign at every level of government
  • Active on several community associations in a leadership / board member role

He has been providing education keynotes, workshops and webinars all across North America full time for the past 27 years. Bruce now follows his passion – working with individuals and organizations to get the results they need to grow their careers and enhance their business success. He shares practical,  real life examples on the most current topics people need, and each presentation includes a variety of complimentary additional resources, articles and tools to support the content and measure skill levels.

The focus is on improving engagement and teambuilding with the added value of aligning corporate strategy to create high performance employees. The results are increased productivity for individuals, departments, and organizations; higher profitability; and increased customer and client satisfaction. Above all, the intent of every presentation is to ensure implementation of the ideas and strategies to move people ahead with a realizable return on their education event investment. Otherwise, why provide the training?

Clients include business, Government, education, non-profit associations and health care. 

In 2016 Bruce published his first book: Why Trust Me? Making Trust Your Competitive Edge.

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