KEYNOTE SPEAKERS
Joseph Michelli, Ph.D.
Organizational psychologist, business consultant, author of best-selling books about enduring business principles, and host of an award-winning daily radio program in Colorado Springs, Colorado.
The Starbucks Way: Creating the Total Customer Experience
Thursday, May 29 — 8 -10 a.m.
By strategically focusing and executing on the details of the internal and external customer experience, Starbucks has become an employer and coffee provider of choice. In essence, Starbucks has become a name synonymous with coffee itself. While most people see Starbucks as a coffee company that serves people, its success is based on the inverse. It is a people company servicing coffee. In this speech, Michelli shows frontline workers and business leaders how to "stage" and perform on their brand's promise. He analyzes the importance of identifying a desired emotional connection with the customer. Further, Michelli helps participants see the important distinction between "good" and "bad" profit. Lights, camera, action — the experience awaits.
Chip
Bell, Ph.D.
Business Consultant, author and co-author of several best-selling books and articles appearing in trade and professional journals, and speaker on long-term customer loyalty.
Re-Igniting the Customers' Experience for Bottom-Line Impact
Friday, May 30, 8 a.m.
What do Cabela's, NetFlix, Build-A-Bear, Enterprise Rent-A-Car, Progressive Insurance and FedEx have in common — other than incredible business growth? They all have created or reinvented the way they manage the customer experience in their industry. Remarkable service requires a perpetual pursuit of new and unique ways to make the customers' experience sparkly, but consistent; enriching, but profitable. This lively, hands-on session draws from Dr. Chip Bell's 20+ years consulting with many of the major companies deemed to be the world's best service innovators. Attendees leave with countless cutting edge techniques and a head full of ideas for either reinventing or re igniting the service experience they deliver to customers.
Connie Podesta
Organizational therapist, human resource professional, and expert in the psychology of human behavior.
Saturday, May 31, 9:45 a.m.
Wouldn't it be great if all our employees were totally committed to sharing positive attitudes, working as hard as possible, treating customers with respect, sharing ideas with colleagues, and happy to help their company/organization be as successful as possible? Unfortunately, most of us in leadership roles will experience employees who are, shall we say, a bit "challenging." Connie Podesta is experienced in the field of leadership development. She knows that an organization's culture and results are directly impacted by the effectiveness and commitment of its leadership team. Podesta's simple, but powerful goal?... to help leaders learn and understand what works, what doesn't and why! Combining her talent for entertaining and involving the audience with her "tell it-like-it-is" style, Podesta tackles the make-or-break issues that control productivity, inspire personal accountability, and transform lives, leadership styles, and bottom lines.