Tom Connellan

Tom Connellan is a performance improvement expert and bestselling author whose client list reads like a who’s who of corporate America, including Marriott, Dell, GE, FedEx, and dozens of other leading organizations. His frameworks for customer experience excellence and organizational performance have helped companies across industries achieve breakthrough results that last.

The Expert Companies Trust to Take Performance to the Next Level

When organizations like Marriott, Dell, and GE want to elevate their performance to the next level, they turn to Connellan. His books including Inside the Magic Kingdom and The 1% Solution have provided leaders with practical, research-based strategies for building customer obsession, driving continuous improvement, and creating the kind of service cultures that produce fiercely loyal customers and sustainable competitive advantage. His approach ensures that every recommendation is grounded in proven practices.

Building Customer-Obsessed Organizations

Connellan’s presentations provide leaders and their teams with specific, actionable tactics for improving customer experience and organizational performance that they can implement immediately. His keynotes deliver proven strategies for building customer loyalty through exceptional service experiences, continuous improvement and the compounding power of small daily gains, creating cultures where customer obsession drives every decision and interaction, and the specific practices that separate high-performing organizations from everyone else.

Creating Exceptional Customer Experiences

This presentation shows you why customers are tougher today and what you need to do about it right away. It’s tied in part to Tom’s Wall Street Journal Bestseller Inside the Magic Kingdom (which describes how Disney creates exceptional customer experiences and how you can do the same). He describes how a single internal factor directly drives customer loyalty and profitability in such compelling terms that engineering teams, entire IT departments, C level executives, sales teams, manufacturing managers, HR departments, and others regularly participate in this session.

Turbulent Times Leadership
Based upon Tom’s New York Times Bestseller Bringing Out the Best in Others, this presentation shows your leadership team how to keep everyone fully engaged, highly motivated, and performing well in a challenging environment. Because he combines his research into high performance with his experience as an entrepreneur and CEO, he delivers actionable ideas that can be put to use immediately. He found that through thick or thin, leaders of high performing teams consistently treat team members differently in 3 different skill areas. If you’re getting your leadership team together, put Tom on the agenda to show everyone how to boost performance within 24 hours by going full throttle on all three factors.

Making Exceptional Things Happen in a Changing World
We live in an increasingly upside-down world. To quote the great sage Yogi Berra, “even the future ain’t what it used to be.” The scope, complexity, and rate of change is increasing in virtually every organization. Yet, individuals at all levels must keep focused on producing results – even in the face of greater instability. This presentation is based upon Tom’s next book – The 1% Solution™. It incorporates some of his research into Olympic Gold Medal Winners. In all Olympic events, the difference between a gold medal and no medal averages about 1%. Between 1st and 10th place, the average is about 2%. Whether it’s sales reps, manufacturing directors, engineers, entrepreneurs, or others, the key to building sustainable profits in an upside down world lies not in trying to be 100% better than your competition; it lies in simply being 1% better in everything you do.