Ian Brooks

"Ian addressed the entire company (120 employees at the annual staff meeting) this week. His message was clearly articulated and delivered from the heart, and obviously struck a chord with virtually everybody in the room. I myself had a 'eureka' moment during the presenation, and came away buzzing and wanting to make a difference in the way I do my job. Great stuff Ian. You presented very well in 2007, but I think this year you topped it." Richard Greaney, EdTech,

“I have been in retail for 9 years and I have been to many conferences over that time. I have never experienced one like yours. I left feeling overwhelmingly passionate about my customers. I have taken so much knowledge away from our meeting,!” Kylee Gislingham, Dusk Australasia, Perth “On Wednesday, we were lucky enough to once again be enlightened by your concepts regarding creating that perfect customer experience. The idea of business being about social interactions between people is a simple concept that can assist our teams in changing how they may see their position. We are not selling, we are creating relationships and adding value to our customers’ day. How lucky are we to have such an impact! Thank you again for bringing my focus back to what matters. It's easy to get caught up in the processes and just as you say, these are simple usable concepts that make a difference.” Cindy Hall, Area Manager for Victoria, Dusk Australasia Pty Ltd “As they say numbers don't lie. Our stores were trading at low single digit like for like sales increases the week prior to your Becoming a Customer Driven Business’ presentations in Melbourne, Sydney and Brisbane but the week after we enjoyed an awesome double digit increase on like for like sales = Outstanding Value! Ian, you gave us pay off from just one weeks trade!” David MacLean, Managing Director, Adairs Retail Group Pty Ltd

"Thanks you very much for sending such a powerful message. Our team Are alive! You really hit the nail on the head with the customer complaints!" Julie Hastings, National Retail Manager, Sanity Virgin HMV Entertainment

"Thank you for your superb involvement in our Loyalty program in Fiji this year. The feedback from our customers has been fantastic. You really do have a gift in making your messages clear, memorable, and moving. In addition, I am very grateful for the extra value you delivered to us by being available for our customers and my team throughout the program. Our customers said things like, this was the best conference in years, you were the best business speaker many had ever heard, you gave so many insights to our customers to work on improving their businesses, and that you were so approachable." Robert Gibbes, General Manager, The Laminex Group, Fletcher Building

'I found Ian to be a highly engaging and authoritative speaker on all matters pertaining to effective customer engagement and retention, including demonstrating the financial imperatives of building lasting relationships with them. 'He built on sound, yet simple, concepts by providing practical, real life examples of where service delivery hadn’t quite gone to plan and strategies that could have been employed (i.e. service recovery) so as to turn customers into advocates. He particularly stressed the importance of understanding “process flows” when analysing where things go wrong in business 'I would have no hesitation in commending Ian as an individual who can aid an organisation to think “like” their customers, rather than thinking “about” them. Time very well spent!' Dougal Hollis General Manager - Operations & Membership Australian Hotels Association (VIC)

“Thank you for the highly professional address to our Shareholders, at the conference last Friday. Since your address, I have received numerous calls and emails from raving fans about the content and the timely reminder on the importance of the Customer. You are truly passionate about the topic and that shines through.” Rob MacGregor, Chief Executive, Office Products Depot

“Your presentation clearly hit the hot buttons with our team - you were right on target. We certainly appreciated the way you crafted your address to meet our specific needs and tailored it to fit the launch of our Vision, Mission & Values . Thanks and 'well done'.” Rex Moore, Rotorua District Council

“It was great to have you as our guest speaker at the Customer Service Awards Ceremony. You were a real hit and in recent days I've heard you described as sensational, motivating and inspirational.”Meg Rodel, CEO Napier Inner City Marketing Board

I attended the seminar you gave last night at the Napier War Memorial Centre. Your presentation was truly inspiring, raising issues which we all must think about to grow our business. This is one seminar where I was captivated throughout the entire presentation. Well done and thanks for your time." Tony Littleford, Computer Connection, Napier "I had an interesting conversation with one of our guys the other day which I thought may interest you. He has taken his area to a five fold turnover increase. This makes him one of the highest producing areas in NZ. Over coffee, I pointed out to him that there was a point in his turnover growth where his area seemed to "take off" and I wanted to know what was it that he did that made it "take off". The answer was; "I listened to everything Ian Brooks said and went out and did it. My area started to grow after that conference." There you have it Ian, it WORKS!!!! " Hugh McInally, Franchisor, Dents Plus "The whole day went exceptionally well and was enhanced by your provoking and challenging discussion on how best to build our business around long term, profitable customers. You helped break the ice, got us thinking and got us off to a great start. Thank you." Mike Dougan, Technical Marketing Manager, CRT

"A short note to thank you again for your input into our conference last week. Your ability to engage with our people and get some really important messages concerning customers across is wonderful to experience. I know people have taken it on board and I absolutely expect to see a much greater level of awareness and focus on dealing with issues around customers as we move forward, which will have a direct impact on the performance of the company. Thank you once again for your contribution." Alister Lawrence, CEO, New Zealand Plumbing Merchants Ltd "What can we say? You hit the nail on the head with your session at conference and everyone is really buzzing. Our staff were really blown away and have an energy we haven't seen for a long time." Rachel Dawson, Marketing Manager, Perpetual Trust

"Ian's message and entire presentation had his audience (our Consultants) spellbound. Ian put the group into workshops to illustrate part of his presentation, providing them with practical hands on experience. The Consultants found this rewarding. Weeks after the conference our Consultants are still enthusiastic about Ian and the conference. Ian's professional, dynamic, down to earth manner and presentation skills captured the attention and imagination of the group. Ian was the highlight of our conference." Stuart Clark, Turner's Auctions. "Thanks so much for your inspiring seminar at conference, our delegates were most impressed, this is what some had to say:- Already making more money!- Great message - a pity all members were not there to hear it.- Spoke with conviction!!- Dynamic speaker very relevant material.- Bloody excellent. He's switched on. Have learnt a lot from him and have implemented some of his ideas.- I am going to make more money."Congratulations, looks like they liked you." Bridget Cheesman, Communications and Events Manager, Motor Trade Association "Your presentation at our Forsyth Barr conference was superb. On the Monday after, I was sitting at my desk and your words rang in my ears as I looked at how to run my business. Suddenly I see my clients in a new light." Andrew Ott “I enjoyed a presentation Ian gave on the ‘six strategies for creating superior customer value’ so much that I bought 200 copies of the pocket edition, one for every manager in ASB Bank.” Ralph Norris, Managing Director, ASB Bank

“You provoked us, got us thinking and re-examining our purpose and our performance.” Michele Comeau, Performance Unlimited “New Zealand needs more people with your drive and business acumen...” Ian Hendry, Sovereign Assurance