Lisa Ford, CSP, CPAE

…is a speaker with over 20 years of experience presenting to businesses, associations and government. She speaks throughout the United States and internationally on topics of customer service, leadership, team issues and change. Lisa is best known for her work in the areas of customer service. She is the author of the videotape series How to Give Exceptional Customer Service, the #1 selling business video series in the U.S. for over 5 years. Her other videos and audiotapes include: Developing a Customer Retention Program, Building a Customer Driven Organization: The Manager’s Role and Personal Power. Her recent book is Exceptional Customer Service – Going Beyond Good Service to Exceed the Customer’s Expectations.

Lisa designs content personalized to the audience and issues they face. She has also customized numerous videos for clients to use in their ongoing education efforts. Lisa’s experience includes working with Pfizer, Viacom, Edward Jones, CSX, Kaiser Permanente, Morton’s of Chicago, Citgo, American Gas Association, American Diabetes Association and American Veterinary Medical Association.

In 2002, Lisa was inducted into the Speakers Hall of Fame by the National Speakers Association. She is one about 240 speakers who have been honored over 30 years. She also serves a Board Member of the College of Arts and Sciences at the University of Tennessee.

Lisa Ford

“Lisa recently presented to over 2,100 attendees at our franchisee convention. Lisa’s message on how we can delight our Fans and create an experience that deepens the relationship was tailored to our audience. The preparation that Lisa put into her talk was like no other keynote speaker that I have worked with. Lisa spent time with our franchisees, vendors and customers to truly connect to our brand. Our operators walked away with a greater understanding of how they can add people to the product to create a memorable customer experience.”

John Gainor
President & CEO, International Dairy Queen

“Lisa hit a home run. I have received only positive feedback! Please convey my appreciation to Lisa for her great presentation and preparation with us. Many of the concepts Lisa presented not only resonated with our chiefs and administrators, they have inspired new direction and focus in our work to lead our market and industry in exceptional care experience delivery. Thanks!!”

Robert Blair
Administration, Kaiser Permanente, South Bay

“Lisa’s real life stories and examples not only entertained our team, but caused us to reflect upon how simple acts can turn an everyday guest experience into an exceptional one. Ms. Ford seamlessly wove our training and service standards into her presentations, demonstrating key insight into our business and helping our team gain clarity on what needs to be accomplished to deliver a truly great guest experience.”

Jim Hicks
Director, El Pollo Loco

“Our group gave you rave reviews and references to your speech were repeated throughout the conference. Your speech showed you really listened to us during our pre-conference discussion, and it really came across that you understood our attendee’s job and their challenges. You had us all laughing and really drove home your six points for Everyday Excellence.”

Tracy Hallman
Project Manager, Guardian Life Insurance Company

“Lisa was a hit with the Arizona franchisees and managers! She created a lot of buzz among the attendees regarding going back to their stores and recommitting to great customer service. I had several folks come up to me afterwards and a few emails thanking me for bringing in such a talent as Lisa. What I really liked about Lisa is her preparation not just on topic being presented but her understanding of who we are as Dairy Queen operators. Her ability to relate directly to people where they are, makes her very effective. ”

Kevin Allen
Dairy Queen Franchisee

“Lisa Ford was awesome – the most inspiring! I need to get back to work to get going with jump starting my customer service program.”

From Health Care Service Excellence Conference

“Lisa had a keen grasp on our industry, Choice’s client’s services and how we have all supported and presented service solutions. Service differentiation is a required focus and core competency for any successful company, especially in today’s challenging times and Lisa Ford captured it all.”

Paul Malamet
EVP, Choice Logistics

“Lisa was not only a home run, she was a grand slam. Afterwards they were discussing in detail “what would Lisa do” and hopefully applying it to their current customer situation — it is really great.”

Diane Schmeichel
IT Department, Southern California Edison

“I wanted to take this opportunity to thank you and congratulate you on a wonderful year with us. You’ve done a great job on every assignment – even more impressive since most involved brand new content. Leaders told us they left with new ideas and they think this session is an important one for other leaders. Thank you bringing such value to us.”

Patty Wirth
Director Branch Staff Training and Development, Edward Jones

“For the past two days I’ve heard over and over managers say to one another….”remember when Lisa said this or Lisa said that!”. A greater compliment couldn’t possibly be extended. I believe my group is inspired to build a strong foundation of loyalty among their customers and that what they learned from you will find its way into every day practice.”

George Hellen
Resident District Manager, Aramark

“I wish to compliment you on the thoroughness of your pre-conference research on our Association and the work that we do in support of our mission. It made it relevant to our audience. Our staff left the meeting motivated to strive for excellence in customer service and more importantly, with a strong sense of how to create that environment in their office and communities in the year ahead.”

Tom Bognanno
Executive Office, American Diabetes Association

“You did a great job of incorporating examples and stories that were so relevant to our everyday experiences. We were impressed by how well you did this given the unique nature of our business. We continue to use phrases and analogies from your presentation in many meetings and memos. We have added segments and vignettes from your videos to our customer service training. I cannot say enough about how valuable your materials have been to us.”

Nicole Dunn
Senior Manager, Learning and Development, Lash Group

Lisa’s Client List by Industry

Associations

  • American Academy of Cosmetic Dentistry
  • American Lung Association
  • American Diabetes Association
  • American Healthcare Radiology Association
  • American Association of Homes for the Aged
  • American Association of Blood Banks
  • American Gas Association
  • American Veterinary Medical Association
  • Canadian Lung Association
  • Chattanooga Chamber of Commerce
  • Christian Booksellers Association
  • Edison Electric Association
  • Illinois Department of Tourism
  • National Association of Plumbing, Heating, Cooling Contractors
  • North American Retail Dealers Association
  • National Association of Water Companies
  • Professional Secretaries Institute
  • Securities Industry Association
  • The Irrigation Association
  • Self Storage Industry Association
  • Recreational Vehicle Dealers Association
  • National Association of Home Builders
  • Independent Payroll Providers Association
  • International Health, Racquet and Sportsclub Association
  • National Court Reporters Association
  • Produce Marketing Association
  • Pet Industry Distributors Association
  • NTP Distributors Association
  • National Pest Management Association

Communications

  • Viacom
  • MTV Network
  • Showtime
  • Don Rey Media Publishing
  • Copley Newspapers
  • Circulation Managers Association
  • Parable Group
  • Lemstone

Education

  • University of Tennessee
  • California State University
  • San Francisco State
  • University of Illinois
  • EDMC

Financial Services / Insurance

  • Edward Jones
  • A.G. Edwards & Sons
  • Merrill Lynch
  • Nations Bank
  • CheckFree
  • S1 Corporation
  • Bank of Tampa
  • Securites Industries Association
  • Washington Mutual
  • MassMutual
  • Nationwide
  • State Farm
  • Guardian Life
  • Horace Mann
  • ITT/Hartford
  • BF&M Insurance
  • Southern Farm Bureau
  • H.D. Vest Financial Services
  • State Volunteer Insurance
  • Blue Cross Blue Shield of Michigan
  • United Guaranty
  • UMB Financial Corporation
  • America First Credit Union
  • Cigna
  • Colonial Life
  • Equitable

Food Services

  • Morton’s of Chicago Steakhouses
  • KFC
  • Coldstone Creamery
  • Bruster’s Ice Cream
  • Subway
  • Newport Diversified
  • Atlanta Bread Company
  • Women’s Food Service Forum
  • El Pollo Loco

Government Agencies and Not for Profit

  • Baltimore County Library
  • Southern Maryland Regional Library Association
  • Illinois Department of Tourism
  • Illinois Department of Public Health
  • State of Florida – Health and Human Services
  • State of Illinois – Department on Aging
  • Salvation Army
  • Red Cross
  • YMCA
  • Knoxville Community Development Corporation
  • McClellan Air Force Base
  • California Joint Powers Insurance Authority

Healthcare

  • Kaiser Permanente South Bay Medical
  • Colorado Permanente Medical Group
  • Kaiser Permanente – Ontario and Torrance
  • Group Health Cooperative
  • Wake Forest University Hospital
  • Aventist Health in Orlando
  • Dakota Eye Clinic
  • Ambulatory Surgery Association
  • Amerisource Bergen
  • Ocala Eye Clinic
  • Decatur General Hospital
  • American Cosmetic Dental Academy
  • American Academy of Dental Practice Administration
  • Southern Maryland Dental Association
  • University of Minnesota Dental School
  • Metropolitan Denver Dental Society
  • Southwest Association of Orthodontics
  • Omni Eye Services

Manufacturing

  • AMD
  • General Electric Healthcare
  • Harley Davidson
  • Hewlett Packard
  • UPS
  • Hunter Douglas
  • Waukesha Dresser
  • Jeld Wen
  • Cadbury Schweppes
  • AvNet
  • American Colloid
  • Biogen
  • National Pen
  • Dixie Yarns
  • Dendrite
  • DuPont
  • Eastman Kodak
  • Phillip Morris
  • Sherwin Williams
  • Eka Chemicals
  • Arvin Meritor
  • Raytheon
  • IBM
  • Delta Faucets
  • Pfizer
  • SmithKlineBeecham
  • Doncaster
  • Crossville Ceramics
  • Seton Nameplate
  • Yazaki

Professional Services

  • Price Waterhouse
  • Wheat, First, Butcher and Singer
  • CSC Index
  • Preview Properties
  • ReMax
  • Reliance Trust

Retail / Hospitality

  • True Value
  • Bath and Body Works
  • Museum Store Association
  • Choice Hotels
  • Hilton Corporation
  • International Hotel Group
  • Ponte Vedra Inn and Club
  • Colonial Williamsburg Foundation
  • Boston Beer Company
  • Boots, The Chemist, Ltd.
  • Calico Corners
  • Bikeline
  • Arbonne
  • Travizon

Service Industries

  • Aramark
  • Atlas Van Lines
  • AVI
  • Baxter Healthcare
  • Camden Property Trust
  • Amli Management
  • OmniCare
  • Quiz Software
  • Gate Petroleum
  • Great American Business Products
  • Growmark
  • Ozark Transportation
  • Standard Parking
  • Massey Electric
  • CSX Transportation
  • Pathmark
  • Moncrief Heating and Cooling
  • United Pipe
  • Conoco
  • Mobil Oil
  • Citgo
  • Brickman
  • The Lash Group
  • Watkins
  • The Library Group

Telecommunications & Utilities

  • Verizon Wireless
  • AT&T
  • Arizona Public Service
  • Public Service Electric and Gas of New Jersey
  • Southern California Edison
  • Georgia Power
  • Comcast
  • Elizabethtown Gas Company
  • California Water Association
  • Elizabethtown Water Company
  • Illinois Power
  • Middlesex Water Company
  • Midwest Gas Association
  • South Carolina Gas and Electric
  • Georgia Electric Membership Association
  • Jackson Electric Membership Cooperative
  • Edison Electric Institute
  • New Jersey Utilities Association
  • Tennessee Valley Authority

Lisa’s Honors and Involvements

Active Member, National Speakers Association since 1986

The National Speakers Association (NSA) is a professional speakers’ organization that supports the pursuit of public speaking as a business. NSA is the oldest and largest of 11 international associations comprising the Global Speakers Federation.

2002: Awarded the CPAE & inducted into the NSA Speaker Hall Of Fame

The National Speakers Association (NSA) established the Council of Peers Award for Excellence (CPAE) Speaker Hall of Fame to honor professional speakers who have reached the top echelon of platform excellence. Admission into the CPAE Speaker Hall of Fame is a lifetime award for speaking excellence and professionalism. Inductees are evaluated by their peers through a rigorous and demanding process.

Earned the Certified Speaking Professional (CSP) designation from the NSA

The Certified Speaking Professional (CSP) designation, conferred by the National Speakers Association and the International Federation for Professional Speakers, is the speaking profession’s international measure of professional platform skill.

Board Member of University of Tennessee, College of Arts & Sciences

The Dean’s Advisory Board (DAB) is a group of committed alumni and friends who promote excellence in the college. Members serve as advocates and advisors in support of the college’s students, faculty, staff, and administration and work at all times in a collaborative fashion with its leadership.

Awarded Outstanding Alumni from University of Tennessee

The Outstanding Alumni award is given to 5 alumni annually who are accomplished in their profession and making a difference in their business.

Awarded Chancellors Citation of Extraordinary Service to the University of Tennessee

The Chancellors Citation of Extraordinary Service award is given to alumni who have donated their time to the University. Lisa worked closely with the Women’s Council to provide presentations to the women alumni on personal and professional success.

Member of the Alumni Board of Directors for the University of Tennessee

This board serves to Provide insight and feedback to the leadership of the alumni operation and to the administration of the institution and be advocates for the University.