The problem with programmatic sales training? 90% of content learned in a classroom is forgotten in 60 days.


Bad customer service is estimated to cost businesses more than $62 billion a year.


Research firm says customer experience is the competitive battleground in 2018.

Our Proven 5-Step Process

Discover 100%
Identify 100%
Plan 100%
Implement 100%
Monitor/Coach 100%

Our passion is sales and customer service greatness.

We believe everyone has the potential for greatness. We exist to bring that greatness out – in sales, customer service, leadership. Our proven skills-transfer method drills workshop participants on best practices until they are internalized as everyday behaviors, everyday greatness.

Differentiate Group was founded in 2011 by Mark Norman and Scott Laun, two award-winning development executives widely recognized for their effective training, inspirational coaching and motivational speaking excellence.

Our clients range from Fortune 500 companies to many others who all share a common challenge: How to embed greatness into each sales and customer service interaction and in doing so, generate sustainable success.

You are unique.

To win, you need to be different. That's why we tailor each training engagement to your specific needs and challenges. Our 5-step process is proven; our intellectual property extensive; our impact profound.

Their Approach
  • Programmatic, cookie-cutter.
  • Lecture and leave.
  • Short-term focused.
  • Doesn’t stick. 
Our Approach
  • Substantive, tailored.
  • Practice, practice, practice. 
  • Coach and correct till internalized.
  • Long-term focused.
  • Sticks.

Mark Norman


Scott Laun