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Keynote Topics
What is customer retention? It is about creating value that energises two things regarding your customers: positive behavioural responses and strong emotional bonds.
Retaining customers is never about entrapping them. It is more like “magnetising” them.
Samantha Hillion-Burns roots in customer psychology and communications provide firm ground upon which you can rely on our expertise in the art and science of retaining clients.
Add to this our substantial first-hand knowledge and experience of what it takes to keep customers in the financial services industry.
To increase customer retention a number of factors need to pull in the same direction simultaneously. Such as: The way you listen to and communicate with customers.
The competence, energy and ethics of your leaders and team. The effectiveness of systems and processes. The design and quality of products and services. The attention to details showing your value of and respect for customers.
You’re probably already doing very well in certain factors but might not be aware of where and how improvements need to be made that will have the most significant impact on your customer retention.
This is why you need independent expertise to provide professional objective reviews, advice and recommendations. This is what we do for our clients.
The founder and MD of Brilliance, Samantha Hillion-Burns is dedicated to helping companies around the world become more successful at and by proactively looking after customers’ best interests. Passionate about her clients, Samantha provides effective customer experience tools, practical advice and inspirational training. Having over 25 years’ executive experience in the field of keeping customers (including […]
The founder and MD of Brilliance, Samantha Hillion-Burns is dedicated to helping companies around the world become more successful at and by proactively looking after customers’ best interests.
Passionate about her clients, Samantha provides effective customer experience tools, practical advice and inspirational training. Having over 25 years’ executive experience in the field of keeping customers (including customer experience management; customer trust and loyalty; customer ethics; service design and complaints management). Numerous clients have benefitted from her strong problem solving and design skills and her persistent drive for customer success.
Being an expert in customer fairness, Samantha Hillion-Burns has over 100 financial services firms using her online tools successfully helping them to implement, monitor and measure fair customer outcomes to meet both regulatory and CX requirements. She is regarded as one of the leading authorities on Treating Customers Fairly in South Africa.
Samantha Hillion-Burns has an international MBA cum laude mastering customer loyalty, and a degree in psychology and communications which she applies to customer psychology and customer communications.
On a personal note, Sam loves dinner with friends (especially when it’s sushi or a good old South African braai); she loves word games; she loves the nature; she loves reading, being inspired and inspiring others – she loves life.
Keynote Speaking Events
Samantha Hillion-Burns is repeatedly rated as one of the top speakers at events.
Benefit from an inspirational and mind-opening talk on Service Energy from Samantha Hillion-Burns.
Hear a fascinating, new perspective on Customer Success.
Hear Samantha talk passionately about one of her favorite subjects:
Customer Ethics – driving corporate integrity to be a force for good for customers.
Complaints Management
How would you like a complaints management system that already meets regulatory reporting requirements, that doesn’t require any capital outlay, that is perfectly suited to any number of employees or third parties to use working from home, that is customised to your needs and immediately available on a subscription basis?
The Brilliance Customer Feedback Tool:
Makes it easy for people to capture customer complaints and compliments
Is designed to be quick and accurate, yet flexible
Enables you to assign or escalate complaints if needs be
Provides management reports for you to monitor volumes, complaint types, turnaround times and much more
Contact us at Speakers Inc and follow us on Facebook
Grant Gavin, a dynamic figure in Durban’s business landscape, is not content with merely achieving success; he’s on a mission to make a lasting impact. Renowned as a property expert and esteemed entrepreneur, Grant has established himself as a key influencer within South Africa’s residential real estate sector. However, his aspirations extend far beyond the […]
Kurt Schoonraad – Sales is one of South Africa’s most instantly recognisable stand-up comedians and now Keynote Speaker on Sales.
Over the past decade Jon Kroeger has consulted with various clients on addressing challenges within the world of Sales and Retail Experience – both locally and abroad. Traveling to Europe and Asia on strategic learning and implementation programs, Jon has insights around global sales and retail strategies – those that work and those that don’t. […]
Lizette Volkwyn is the coach who will sign you up..flip your day, drag you up , kick your butt and most of all get you to the very best of YOU. She is also a dynamic and energetic Master Life Coach with a passion to empower individuals to excel in life. Lizette Volkwyn expertise extends […]
Mark Berger approach is direct, practical and relevant. He is not an academic, espousing complicated theories.
Kevin Gaskell set out to be a Civil Engineer and worked in the construction industry on a number of high profile projects before exploring another path. Four years in management accounting gave him an excellent understanding of the numbers that make a business work. A job ad in the Sunday Times and a passion for […]
Femi Adebanji is a sought-after international customer service speaker and organisational excellence speaker focusing on Leadership, Change, and Motivation. A passion for helping organisations transform their service excellence levels, build truly customer centric cultures, create high-performance business cultures and evolve into brands of distinction. With over 15 years of business leadership and customer strategy experience, […]
Richard Wright is more than just a motivational speaker; he’s a testament to the resilience of the human spirit. Hailing from South Africa, Richard’s journey is one of triumph over adversity, as he emerged victorious from a battle with brain cancer. His story is a beacon of hope, inspiring audiences around the globe to overcome […]
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