Are your employees engaging your customers?

Customers drive sales and profitability. But how do employees interact with and engage customers? Is there an expectation on the part of a customer about how an employee will represent the brand? Absolutely. 
 
So how do managers know if their employees are equipped and enabled to engage a customer in a positive, trust-based relationship that will generate new sales, and create wildly enthusiastic advocates for your business or product?

This presentation by branding agency CTCreative and ITW-Redhead will equip you with what you need to ensure your employees engage your customers positively.  This case study will help you get your employees across the organization to “snap-to” the shared values and vision of the company, and engage customers simply and clearly in a seamless team effort.

Content Covered:
- Customer fueled growth
- Gaining new customers with employee fueled growth
- Customer engagement at every point of employee contact
- How to determine where the company is breaking down and where the company is strong

About Mike O'Reilly
Mike O’Reilly, General Manager of ITW Red Head; an Illinois Tool Works Construction Products company based in Addison, IL.  ITW is a $15B Fortune 200 company headquartered in Glenview, IL.  ITW Red Head manufactures and markets mechanical and adhesive concrete anchoring systems used in commercial construction and industrial applications and positions itself as the Concrete Anchoring Specialist to its end markets.

O’Reilly joined ITW as National Sales Manager for Red Head and later was promoted to the position of General Manager. “Mike has exhibited strong leadership, focus, strategic thinking and commitment that are critical for success in our industry and marketplace,” said Tom Southall, ITW Commercial Construction Products Group President.

Prior to joining ITW, O’Reilly held several positions in the material handling industry, including Vice President of Sales & Marketing for Interlake Material Handling, and has more than 20 years of experience in sales, management and marketing.

About Chuck Thomas
Chuck Thomas is founder and president of CTCreative, a suburban-Chicago based strategic marketing firm focused on helping companies grow their revenues and increase profits. With a passion for creating new and loyal customers for its clients, Thomas and the CTCreative team provide clients in the manufacturing, transportation, healthcare and financial services industries with a values-based approach to building trust in the market quickly and efficiently.

Thomas successfully developed the company’s trademarked VALCORT® process, which is a marketing tool that helps companies identify and articulate their unique value and align organizations to engage customers at every point of contact. The VALCORT® process consists of seven integrated sequential practices – values, assets, lens of market, creative messaging, outreach, relationships and tracking.

Prior to founding CTCreative, Thomas worked as an independent creative and brand strategist for the Chicago advertising community, working with top agency clients including McDonalds, United Air Lines, State Farm, Frito-Lay, Toyota, 7-Up, AT&T, Kraft, Anheuser-Busch, Hasbro and General Mills. His work for non-profits is well known, having helped create KidsPeace, the National Center for Kids in Crisis.

Through advertising, public relations, licensed properties, direct mail, online technology, music and film, Thomas has generated more than 32 billion audience impressions, helping create hundreds of millions of dollars in sales, funding and contributions, and has driven millions of people to client websites. From his work with KidsPeace, Thomas received the national “KidsVoice Award” for his extensive public work giving voice to America’s children. He has also received many other awards including Telly Awards, Houston International Film Festival Silver Stars, The WebAward, a Chicago Advertising Association Addy, a Golden Trumpet from the Publicity Club of Chicago, and The U.S. International Film and Video Festival Award.

With an in-depth knowledge of strategic marketing, product planning and brand management, Thomas is a published author and speaker on creative branding topics. He is a board member of the American Association of Advertising Agencies and an active member of the American Marketing Association, National Association of Recording Arts and Sciences and the American Federation of Musicians. Thomas earned a business and music degree from Anderson University and studied jazz composition at the Eastman School of Music in Rochester, New York.
 

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