Katie Mares knows first-hand the challenges brands have when launching & maintaining their brand from customer acquisition through in-person interaction. Using her experiences as a Chief Operational Officer, building company infrastructure, and designing customer experience programs, Katie is now a leading voice inspiring positive, actionable change for Permashield USA.
Katie has earned her Master’s in Adult Training and Development and is a Certified Training & Development Professional. As a Certified Speaking Professional, Katie has inspired audiences around the world to think differently about customer service and leadership for companies such as Volvo, Honda, and Celebrity Cruises. She has imparted skills in these large organizations to change behaviour, which has had a positive effect on the experience offered to customers and team members. When Katie is not at her computer or on stage speaking, she can be found on the water with a fly rod in hand, on a yoga mat, or in a shoe store!
[00:01 – 10:13] Breaking the Script Through Service and Experience
[10:14 – 15:22] Capturing the Attention of the World’s Most Influential Consumer
[15:23 – 19:00] Where Can Business Start When Creating Customer Journeys?
[19:01 – 23:17] Creating a Measurable Customer Journey
[23:18 – 26:05] Closing Segment
“The thing you need to focus on is being ‘others focused’. It’s to focus on the customer and fulfilling what their needs and wants are and not what you need or want.” - Katie Mares
“The whole world revolves around humans. Somebody is always somebody’s customer.” - Katie Mares
“If you have a chance to interact with somebody, make their day.” - Katie Mares
“One of the beautiful things about connecting with women and not seeing them as a threat is that you actually expand each other’s knowledge by getting in the same room together.” - Natalie Born
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