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Dick Schaaf is a leading business author and journalist whose work is focused on service quality, customer retention, and future trends. His book Keeping the Edge updates and expands on his 1989 bestseller, The Service Edge: 101 Companies That Profit from Customer Care. As a speaker, Schaaf penetrates below the surface to take his audiences beyond the proverbial "tip of the iceberg" to understand important trends impacting competition and customer service. He shows that customers' desires for customization are playing an ever larger role in customer satisfaction and retention. He also explains the need for companies to look beyond the financial side of the ledger to understand that long-term success requires greater attention to customer values.
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