Leadership Breakfast of Maryland

Doors Open at 7:00 AM
Session: 7:30 AM to 8:45 AM. 
Feel free to stay and discuss the session until 9:30 AM.

Register Now
If you have any difficulties registering, please just send an email to: jacklgates@leadershipbreakfast.org and indicate your plans (attend or not), and your name and organization as you wish it to be shown on your name badge at the meeting.

October 5, 2018 

Leading a Team of Customer Experience Superheroes

It's rare to employ those whom you trust to "act like an owner." 

Heck, sometimes owners and leaders don't even act accordingly when it comes to creating and deploying proper customer experiences. 

Yet in today's economy and unprecedented marketplace, one of the only proven methods of sustainability and growth is doing just that — 

intentionally and consistently crafting remarkable and memorable experiences for your prospects, customers, clients ... 

and — spoiler alert — 

your employees; the types of experiences that keep staff engaged in their work, fostering client relationships worthy of their return, and compelling enough people to send you their referrals.

As someone who's been advising, speaking, and training audiences and teams on CX (Customer eXperience) since 2006, Steve Dorfman also now serves as Chief eXperience Officer for a 100-person, 8-branch mortgage company — 

a proving ground for the concepts that he'd been teaching for a decade. 

During this interactive presentation, Steve will share how he has helped increase already-high levels of customer satisfaction and loyalty while also becoming a Washingtonian Magazine Great Place to Work in 2017.

Take-Aways From This Session:

  •       Actionable ideas for both customer and employee culture
  •       Tips on developing your own "Customer Experience Superheroes"
  •       Real-world illustrations of customer experience innovations

About Our Facilitator: 

Steve Dorfman

Before founding Driven to Excel, Inc in 2006, Steve spent 11 years as a sales consultant for a luxury automaker. Yes, the car business … not exactly a business with a reputation for impeccable customer service. 

So when he entered the business at 23, Steve was determined to make a positive difference by creating remarkable client experiences. 

His unwavering commitment to impeccable client service resulted in raving fans and increased profits. In fact, Steve went on to earn “Salesman of the Year” 7 years in a row, while maintaining a CSI (Customer Satisfaction Index) rating in the top 1% nationally. 

He worked by appointment only as his repeat and referral business rocketed to unprecedented levels and ultimately translated into 70% of his closed sales. 

All of this afforded Steve a very comfortable salary from his 35-hour, low-stress work week — far from the car business norm, as you might imagine.

Before the car business, Steve spent 8 rapid-growth years in the hospitality industry. 

While hosting the We Mean Business! TV show, Steve conducted more than 90 interviews with thought leaders, top executives, and bestselling authors.

Today, he advises, trains, and speaks on the topics of customer (and employee) experience. 

In addition, Steve serves as Chief eXperience Officer for Apex Home Loans -- a 5-star rated, Inc. 5000 Company with more than 100 employees across 8 branches.

Contact Information:

Steve Dorfman

Chief eXperience Officer

Email: Steve@DrivenToExcel.com

Phone: 301-996-9147

Website: www.DrivenToExcel.com

Steve's CX Quick Tips of the Day: http://www.bit.ly/CXtips

Register Now

If you have any difficulties registering, please just send an email to: jacklgates@leadershipbreakfast.org and indicate your plans (attend or not), and your name and organization as you wish it to be shown on your name badge at the meeting.


The Conference Center at the Offices of Shulman, Rogers, Gandal, Pordy, and Ecker, P.A.

12505 Park Potomac Avenue
6th Floor
Potomac, MD 20854
(I270 & Montrose Road)
Map & Directions

Our Gracious Host/Sponsor: Shulman Rogers, Gandal, Pordy & Ecker, P.A.

Resolutionary Thinking

Focusing on solutions. Thinking creatively and tenaciously about outcomes. About what’s in your best interests. Getting matters resolved, so you can get on with what matters to you. That’s resolutionary thinking. And that’s made Shulman, Rogers, Gandal, Pordy & Ecker, P.A., one of the largest, most respected law firms in the Washington Metropolitan Area.

In 1972, Shulman Rogers was founded on a commitment to client service. Today, the firm’s roster of highly skilled attorneys and other dedicated staff members are all guided by that same commitment. A client-first approach. A smart, efficient practice. A relentless focus on problem-solving. And an underlying compassion—for our clients and our community. It all adds up to resolutionary thinking. The kind of thinking you can count on from the people of Shulman Rogers.