Sally Earnshaw Speaker, Speeches, Booking Agent | MFL Global
Sally Earnshaw 1

Sally Earnshaw

Managing Director of Blue Sky

Sally Earnshaw comes with an extraordinary passion, energy and enthusiasm for customer service, which translates into a highly unique and effective style of engaging with audiences. Her infectious manner ensures her messages land with all styles of audience. Sally is the Managing Director of Blue Sky, a company specialising in behaviour change to drive improved business outcomes.

From the CEOs of blue chips to the founders of start-ups, everyone agrees: customer experience is where it’s at. We may be able to buy most things with one click and research almost anything with two, but human service is more valuable than ever. So why are only a handful of businesses getting it right? The tech behind the success of John Lewis, First Direct and Zappos isn’t a piece of HTML. It’s a human code, it’s called conversation, and it’s currently undergoing a revolution thanks to cutting-edge research in neuroscience. But because it’s a people, rather than a tech thing, it’s being neglected by all but the super-smart few.

With a 25-year track record working in senior positions, Sally Earnshaw has developed and executed sales and service transformation programmes in a range of operational environments. This lends a depth of understanding to all sorts of client situations with resultant gravitas to the messages she shares.

Sally’s new book will be published in 2017: Crack the Code: Upgrade your customer experience, one conversation at a time.

Whether engaging with an audience of 600 delegates or facilitating discussion at a networking breakfast, with 30 people, Sally’s unique interactions ensure she makes a lasting impression.

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Topics

Making it human in an ever increasing digital world

The more technology enhances us, the more it creates the opportunity for a human touch. When the computer does what it does well, it allows us to focus more on what we do well: being empathetic, building relationships, and making sense of complex situations. Service is not part of British culture. We have a tendency to follow a script, rather than help from the heart. Whilst Gartner predicts 85% of customer relationships would be managed without human intervention by 2020, research shows that 55% of consumers are willing to pay more, for a guaranteed good experience and Accenture found that 76% of UK consumers, prefer dealing with human beings rather than digital channels to solve customer services issues’.

Crack the code: How to nail customer experience one conversation at a time

From the CEOs of blue chips to the founders of start-ups, everyone agrees: customer experience is where it’s at. We may be able to buy most things with one click and research almost anything with two, but human service is more valuable than ever. So why are only a handful of businesses getting it right? The tech behind the success of John Lewis, First Direct and Zappos isn’t a piece of HTML. It’s a human code, it’s called conversation, and it’s currently undergoing a revolution thanks to cutting-edge research in neuroscience. But because it’s a people, rather than a tech, thing it’s being neglected by all but the super-smart few.

Customer Service focused leadership

There seems to be a single common theme amongst today’s leaders, it’s the quest for the holy grail of how to deliver a world-class customer experience. Most leaders can describe what it is that companies most famous for customer service do, but ask them if they’ve managed to deliver it in their businesses that’s a different story. Mostly they get it in theory, just not in practice. Sally has taken her 20 years’ of experience of working with various companies across multiple industries and sectors and whittled it down to the key activities that successful leaders do to create the climate for a customer experience led culture.

High Performing mindsets

Creating sales excellence in your business is the key to unlocking a culture that thrives on success, has a passion for customers and an absolute belief in their products. Successful sales is about opening minds to new concepts, seeing through the customers eyes, realising that a properly executed sales call is actually just great customer service. Most importantly, it is about inspiring people to be the best they can be and to grab every opportunity to showcase their capabilities

Customer focused selling in the new economy

Every business needs to maximise value at every point of contact, so it’s more important than ever that your service people are fully equipped to be effective at both problem solving and problem finding. What’s required in today’s economy is a shift in mindset – and the great news is it’s not as hard as you might think.

Stepping up to success

Adapted from Sally’s TEDx talk around stepping up to be the best you can be. She shares a mindest that shows up time and time again in the highest performing teams in business. It also underpins the achievement of goals, of potential, of happiness and of dreams.

You were fantastic at our conference and lots of people were talking about the points you made and how powerful your presentation was. It was just what we needed to create some standout and a wake-up call.

Lookers

The feedback I have received from the delegates has been overwhelming.. people are phoning to say what they have done or are doing differently as a result of it? Your passion and enthusiasm certainly came across and you definitely helped the event have a really positive outcome.

3663

Absolutely the best networking event I have ever attended. Absolutely inspirational speaking.

Argos

Sally had such an energy and passion for people it was infectious!

M&S

Fees & Details

Fees From*

  • UK:

    Up to £7k

  • Europe:

    Up to £7k

  • US:

    Up to £7k

  • Africa/Asia/ME:

    Up to £7k

Travels From

  • United Kingdom

Languages

English

* This Speaker's fee falls within the ranges shown above. Ranges are presented as a guideline only. Speaker fees are subject to change without notice. For an exact quote, please contact us.

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