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Many speaker's claim to be experts on retail or the customer experience, but few have the track record to prove it.
Doug Fleener is the retail executive whose unique methods for creating engaging customer experiences helped make the Bose Corporation a worldwide leader in specialty retailing. Under his leadership, the Bose retail stores became one of the pre-eminent specialty retailers in consumer electronics, known for their highly customer-focused engaging approach.
 Today Fleener is a sought-after speaker whose quick wit and passion for retail and the customer experience make him not just a crowd pleaser, but also an incredible motivator. Fleener encourages people to take positive action and deliver extraordinary experiences to customers and employees alike. As one meeting planner said about Doug, “His approach was refreshing, entertaining, and most important was relevant and something my attendees could immediately apply."While his style might be casual, Doug's content is rich as he gets audiences thinking differently about the way they approach their business. His insights into customer behavior and employee satisfaction go against the grain of traditional retail practices, much like his taste in shirts.
Fleener's Newest Programs
Retail Mojo: How to find and keep the desire, energy and passion that create success
Retail mojo is the combination of energy, focus, purpose, and passion a person has for owning or managing a retail organization. The more mojo you have, the bigger the impact on customers, employees, and results. In this program, retail and management consultant Doug Fleener pulls from his vast experiences of working closely with of retail owners, executives, and managers. Participants leave with a better understanding of their current mojo level and a personal plan for increasing and maintaining their retail mojo.
The Leadership Difference: Seven secrets to leading a retail (or hospitality) team
Retail and customer experience expert Doug Fleener has been working with retail executives, managers, and employees for over 25 years. In this program, Fleener teaches audiences the key characteristics and behaviors that separate extraordinary leaders from the rest of the pack. His seven secrets are not hard-to-apply theory, but practical advice you can immediately use with your team or company.
Social Media for Retailers: How to create more sales, traffic, and loyalty with social media
In this keynote or seminar, participants learn how social media for retailers is different than in other businesses, and how they can use it to improve both their top and bottom lines. This presentation is also appropriate for audience members who have yet to venture into social media. Note: This is not a generic social media presentation that’s been adapted for retailers. This is a proven strategic and tactical approach for retailers to leverage social media.
Sales Accelerants: Create double-digit sales increases in under thirty days without spending a dime
Within almost every specialty store lie hidden opportunities to increase sales without increasing marketing expenditures. In this fun and fast paced program, retail expert Doug Fleener helps owners and managers discover how they can maximize their current customer opportunities and quickly create double-digit sales increases.
Service That Sells: Retail selling for non-selling stores
Even though making sales is the very essence of working in a retail store, most retail staffers don't think of themselves as salespeople. As a matter of fact, many resist the very idea. But there is a way to teach non-sellers to sell. In this fun and engaging presentation, retail expert Doug Fleener teaches participants simple tricks and tips they can use to turn customer service employees into stealth retail salespeople. Shhh… We won't tell them they're selling.
Winning on Main: How local businesses thrive in the digital age
In this hands-on, interactive, seminar retail and customer experience expert Doug Fleener teaches Main Street businesses how to build on their legacy and create a more viable way to compete in a more commoditized marketplace. Short on theory and long on solutions, Fleener clearly demonstrates why change is vital to a local business’s survival, and the steps necessary for all Main Street businesses to change and thrive regardless of size and how long they’ve been in business.
Fleener's Most Popular Programs
 The Experience Difference: Profit Through Extraordinary Customer Experiences
In this seminar, Fleener teaches participants how to deliver customer experiences that maximize their opportunities, create more employee and customer loyalty and turn customers into advocates, all elements that will dramatically increase a company's revenue and customer base. While this trend may appear to discounters, former director of retail for Bose Corporation and customer experience expert Doug Fleener believes this also offers incredibly opportunities for any company that can deliver a consistently extraordinary customer experience.
Raise The Bar! How to develop and lead an extraordinary staff
What is the fastest and most cost effective way for a specialty retailer to improve sales? (Hint: It doesn’t require lowering prices or increasing marketing expenditures.) By improving the on-floor performance of each and every staff member. In this highly engaging program, owners and managers discover the direct connection between expectations, standards, and results, and how to lead and coach his/her team to higher results. This is one presentation your attendees will never forget.
Sticky Business: How to Attract, Win, and Keep Profitable Customers For Life
Sticky Business is a unique and results-based integrated marketing and customer service/experience approach that creates and maximizes sales opportunities. Sticky Businesses are able to generate two to ten times more revenue per customer than a typical transactional business. (Also done as a retail only presentation as Sticky Store.)
The Five Hats of Successful Leaders
As a manager or an owner, the person responsible for a store or service business must be able to wear multiple hats at any given time. In a presentation that people will talk about for years to come, participants will learn and understand the importance of each hat and how each is a key to success.
All programs are available as a keynote or breakout, and are customized for each group. Call 781-861-7803 or email Carin Caseyto discuss how Doug's experience can work with your company or association.
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