Michael Safran

Motivational CUSTOMER SERVICE speaker, Advisor, Service Auditor

Michael Safran
Motivational CUSTOMER SERVICE Speaker, advisor, Service Auditor

I have held top positions in marketing and customer service for more than 10 years, and have managed as a Board member in Rosno-Allianz, Promsvyazbank and Detski Mir companies. For the last five years, I have managed my own business in the field of entertainment to become one of the best in terms of services. In addition, I provide professional advice to Russian and international companies, participate as a speaker in forums and conferences, hold strategic sessions and workshops.

Why to work with me:

1
I "feel" clients

At least one day a week during the last 17 years I have worked with the clients myself

2
I reach targets

In all of my projects, there is a significant services improvement and growth of business performance
3
I am familiar with the processing
Three times in my life, practically from level zero , I have managed to put into action service functions in leading corporations
4
I am acknowledged by the Market
Twice I have won in the nomination for "The best CMO" of the Russian Federation

5
I am highly experienced

For 22 years I have been working in marketing and customer service - as an executive and as the owner
6
I am a knowledgeable person

I follow after worldwide trends, technologies, researches and professional literature

I have held top positions in marketing and customer service for more than 10 years, and have managed as a Board member in Rosno-Allianz, Promsvyazbank and Detski Mir companies. For the last five years, I have managed my own business in the field of entertainment to become one of the best in terms of services. In addition, I provide professional advice to Russian and international companies, participate as a speaker in forums and conferences, hold strategic sessions and workshops

Why to work with me:

1
I "feel" clients
At least one day a week during the last 17 years I have worked with the clients myself
2
I reach targets
In all of my projects, there is a significant services improvement and growth of business performance
3
I am familiar with the processing
Three times in my life, practically from level zero , I have managed to put into action service functions in leading corporations
4
I am acknowledged by the Market
Twice I have won in the nomination for "The best CMO" of the Russian Federation
5
I am highly experienced
For 22 years I have been working in marketing and customer service - as an executive and as the owner
6
I am a knowledgeable person
I follow after worldwide trends, technologies, researches and professional literature


Workshops and Trainings

(All workshops and trainings are available online)
Green Channel Strategy
Customer service more and more often deviates from the standard routes, then is lost between different departments and finally comes to a dead-end. Usually it's followed by emotional client vibes, which negatively affect the company. The "Green channel strategy" helps identify this process and manage it.
Services:
Conducting of interactive talks and workshops
  • Interactive motivational talks with audience involvement and usage of game mechanics
  • Lectures on customer service for specific business sectors
  • Workshops on customer service for B2C & B2B formats
Participation in forums and facilitation
  • Participation in conferences, workshops and corporate events
  • Moderation of forums, strategic sessions and task teams
  • Interactive formats with audience engagement
  • Impressive demonstrational examples of international experience
Strategic analysis
  • Analysis of trends in management of customer experience
  • Assessment of world benchmarks of customer service level
  • Macroanalysis of customer competitive environment from service point of view
  • Comparative analysis of customer service key points
  • Detection of weak ties
Strategy development
  • The depth of workup and elements of strategy are discussed in every particular case
Customer journey mapping
  • Mapping of customer's points of contact with a company: personal, informational, social etc..
  • Assessing the degree of company influence on the customer based on these points
  • Describing the roles of company subdivisions in interaction with the client through every specific point
  • Composing the impact scale in every point
  • Monitoring every point according to this scale
Working out of implementation and control of programs
  • Development of implementation plan in the context of company's subdivisions
  • Composing of project matrix with target KPI
  • Definition of key reference points in strategy implementation as a whole
  • Consideration of B scripts in anchor projects
  • Generation of the external random monitoring process
  • Operational plan development for the strategy implementation supervisor
Description of technologies and tools
  • Review of relevant technologies and implementation examples
  • Presentation of tools and platforms for customer management, research, customer communication, etc.
  • General recommendations on implementation of new technologies

Workshop on Customer Journey Map development and the generation of business ideas

What will we learn?
  • To develop customer profiling
  • To create a empathy map
  • To describe current customer experience in all stages
  • To develop the ideas for an additional income generation
How are we going to achieve this?
  • Online session with the project team
  • Presentation + cases
  • Cojoint operation using the UXPressia platform
What will be the result?
  • Customer profiling, a Empathy Map and a Customer Journey Map for one of your target audiences
  • New business ideas
  • Skills of unsupervised work with the Customer Journey Map
  • Skills of using the UXPressia platform (separate mini-workshop for one employee)
  • All source materials, presentations, video records and the UXPressia platform access for 1 month
More

My experience

In management
Allianz: Vice-President for Marketing, Customer Service and Business Development, member of Executive Board, Board Member of "Allianz-Rosno Asset Management", "Allianz Ukraine", "Allianz Kazakhstan"
PromSvyazBank: Vice-President for Marketing, Customer Service and Remote Sales service, member of Executive Board
Detski Mir: Vice-President for Marketing, Customer Service, Planning and Analytics, member of Executive Board
AlfaStrakhovanie: Vice-President for Marketing, Customer Service, Online Sales (as outsource)
As an entrepreneur
Founder of 4 companies in Russia and Israel
Questomania (Entertainment, Gamification, Education, Trainings)
Orange Concierge (Tourism). In 2018 the company was purchased by a group of investors.
Safex Consulting (Strategy & Consulting).
ILMed (S.L.) (Medical assistance)
As a Trainer / Lecturer
Speaker in more than 50 Russian and International Forums ("Vedomosti", "Marketing One", "Customer Forum", "Russian Retail Week", "Mark Tech Expo", Spielwarenmesse, Forums of RCSC and ACGI, Chamber of Commerce and Industry of the Russian Federation). Facilitator of workshops, trainings, courses; Moderator of professional meetings and panels

Awards

The Best CMO of the Russian Federation, 2007
Insurance Sector
Association of Russian Managers and "Kommersant Daily"
The Best CMO of the Russian Federation, 2008
Banking Sector
Association of Russian Managers and "Kommersant Daily"
Contacts: