Book Doug Fleener

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.

For Retail programs only visit Doug's site at www.DougFleener.com

Fleener's Experience Programs

Partial List

The Experience Difference: Profit Through Extraordinary Customer Experiences
This program is designed to help companies create the kinds of extraordinary customer experiences that will differentiate them in any competitive marketplace. We examine some of the experience differences from world-class companies including Apple, Bose, Progressive, and Starbucks.

Audiences learn:

• Why the traditional approach to customer service no longer meets most customer’s needs.

• How GREAT customer experiences begin with extraordinary GREAT employee experiences.

• How memorable experiences are planned and executed throughout an organization.

Success is Personal: Growing People and Business Together
Whether someone is an owner, manager, or frontline staff member, successful personal growth almost always results in business growth. This program offers a strategy for participants to take responsibility for their own personal growth and enabling the same with their direct reports.

Audiences learn:

• How their personal daily actions impacts the company’s bottom line.

• About the underlying principles of the World Famous Pike Place Fish Market and how it created an amazing world famous transformation.

• How five minutes a day can transform any organization and create a world famous company themselves.

Growth Through Customer Advocacy
The most powerful form of marketing continues to be what it has since the early days of business, the customer advocate. By creating and maximizing customer advocates any company can improve their top and bottom lines.

Audiences learn:

• The difference between loyalty and advocacy and why both are critical to a company’s success

• How the quality of a customer’s experience impacts their likelihood to advocate.

• How to create advocacy tools that enable advocates to grow your sales

Sticky Business: How to Attract, Win, and Keep Profitable Customers For Life
Why is it that some companies are thriving in the new economy while others are struggling? For the same reason a group of retailers were able to grow their sales an average of 14% last holiday when the national average was just over 3%. They created a Sticky Business.

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.)

All programs are available as a keynote or breakout. For retail specific events visit www.DougFleener.com for more information.

If you’re looking for an expert who’s not afraid to stand out from the crowd, then book Doug Fleener for your next event.. Call 781-861-7803 or email Carin Casey here.