Simon T. Bailey

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Travels from Orlando, Florida, USA

Simon T. Bailey is one of the top 25 people who will help you reach your business and life goals through practical advice and specific tactics. With more than 87 million views around the world, his expertise shapes the lives of men and women around the world.

Success magazine calls Simon T. Bailey one of the top 25 people who will help you reach your business and life goals through practical advice and specific tactics, a list that includes the likes of Oprah Winfrey, Brene Brown, and Tony Robbins. Bailey’s expertise focuses on change, leadership, and customer experience; having worked with over 1,500 organizations in 45 different countries as innovator, educator, executive advisor, speaker, and author, he shapes the lives of men and women around the world.

Prior to founding his company, Simon T. Bailey held the role of Sales Director for the world-renowned Disney Institute and worked in the hospitality and tourism industry for 20 years. His strategies drove the acquisition of an Orlando-based healthcare system and catapulted a hospitality company to be ranked #1 in customer service on Expedia.com.

Simon T. Bailey emboldens individuals to impact the world by sharpening natural talents. Outside of his learning and development programs for organizations, Bailey’s consumer-facing Lynda.com courses powered by LinkedIn have been viewed by more than 600,000 people in 100 countries.

Speaking Topics

1. SEE CUSTOMERS AS GUESTS.

Provide a warm and gracious greeting to everyone you come into contact with, thus creating a customer love environment. Action tip: Use your customer’s name when possible; if you don’t know it, ask.

2. PERSONALIZE THE EXPERIENCE.

Be prepared to individualize how you create a platinum service moment. This can be done in almost any type of business. There was an Uber driver who delivered me to the airport once in Columbia, South Carolina. He made it a point to ask if I enjoyed my visit and promptly provided a laundry list of vetted suggestions regarding local restaurants, scenic sites and other o -the-beaten-path goodies should I decide to return. That gentleman created an impression that lasted long after our meeting. He understands how to create an appetite for return travel. Now, that’s customer love.

3. ANTICIPATE AND UNCOVER NEEDS.

Success in today’s competitive business environment is contingent on predicting and understanding customer behavior. Only after identifying what the guest of your brand or business wants are you then able to customize solutions to suit their needs.
A great example would be how the digital analytics company Amplitude is partnering with the fitness brand Peloton. I recently had a chance to speak at a virtual event for Amplitude and learned that Peloton is brilliant enough to leverage the behaviors of their most active users.

4. RESPOND WITH IMMEDIATE AND APPROPRIATE SERVICE.
Take a vigorous approach to improve the experience and resolve issues in a way that demonstrates a commitment to customer love. If you can’t ful ll your promise to your clients, immediate communication to manage expectations is paramount. According to a survey conducted by American Express, 78 percent of consumers have canceled a charge or not completed an intended purchase due to a poor customer experience.

5. KEEP THEM LOYAL THROUGH ACTS OF KINDNESS.
Surprise is a powerful emotion. When you delight a customer, you strengthen his or her memory response and create powerful, lasting connections to your brand. The customer love mindset is about investigating the value of random acts of kindness—deciding where you can do more or go the extra mile instead of the extra inch.
Customer love is seeing your current and prospective clients as guests, personalizing their experience, realizing their needs and operating with appropriate immediacy, all while also engaging in random acts of kindness. The economic uncertainty of the past year has created an opportunity across many industries to reset or revamp the way we show up for ourselves and our business.

Books