Customer Experience – Why It’s 10 Times More Important Than You Think
Presenter: Joe Candido
Date: Friday, January 15, 2016
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Companies of all sizes, and industries struggle to growing their revenue and profits. The pace of business is fast, really fast and leaders need to cut costs, invest carefully, and drive sales to be successful. There isn’t room for “fluff” anymore. Most don’t associate the customer experience as strategic to growth, rather they see it as a quasi-important function whose costs must be managed carefully. For most companies the mantra has been keep the customer happy so long as it doesn’t cost too much! Yet for some of today’s most successful companies, customer experience is strategic, and viewed as an investment.
In this seminar we’ll look at new customer experience trends and how they drive revenue, margin, and wallet share. Topics include: Customer Service vs Customer Experience; Who owns the customer; Cost of customer retention vs acquisition; Does excellent service require giving too much away; Customer service, brand promise, and sales strategy; Loyalty, why it matters and how to create it.
Fresh Ideas
Back to Center for Leadership and Innovation
Presentations That Drive Innovation
Fresh Ideas is a complimentary breakfast and presentation series where we provide you with a consolidated hour of valuable content that you can bring back to your organization as well as network with Vermonters from top companies around the area. We have hired Thought Leaders to provide cutting edge content! These complimentary networking and training forums will be held at the DoubleTree Hotel in South Burlington.
Fresh Ideas is appropriate for: rising leaders, supervisors, and managers at all levels.
We believe that this content will drive innovation and we want your business to thrive. Invest your time in Fresh Ideas.
Where: Double Tree South Burlington
Daily Schedule:
- 8:00: Breakfast available
- 8:15 – 9:30: Fresh Ideas Presentation
- 9:30: Networking Opportunities
For more in-depth experience and learning sign up for our professional certificate programs:
Strategic Planning: Lessons from the Wizard of Oz
Presenter: Paula Cope
Date: February 5, 2016
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Why do we spend more time planning the average American wedding than we do developing the strategic plan for our own organization? Find the answer to this question and others as we explore an understandable model of strategic planning. In this engaging session, we’ll follow Dorothy’s trip down the Yellow Brick Road to the Emerald City and learn how her vision, mission, and values enabled her to get home. We’ll discuss the need for facts to support decision making, how to overcome obstacles, and learn the elements of an effective retreat.
This session is targeted to business owners and leaders, boards of directors, and anyone in an organization who leads strategic planning efforts.
Problem Solving with Six Thinking Hats
Presenter: Leslie Schreiber
Date:Friday, February 19, 2016
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Six Thinking Hats is a problem solving tool and idea generator that uses a method called Parallel Thinking. The measurable results from utilizing this method of include shorter meetings, thorough decisions, easier priority setting, fluid problem solving, increased participation and involvement and effective Problem definition and resolution.
Why is this session important? Studies have shown that individuals and teams trained in the Six Hats method experience a five-fold increase in the quantity and quality of their thinking and reduce meeting times by fifty percent.
Come learn how to think differently and be more productive when tasked with making group decisions. This is an interactive workshop. Be prepared to participate!
Making Change Work: Why Change Fails and How to Make it Take Hold and Stick
Presenter: Merryn Rutledge
Date: Friday, March 4, 2016
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In today’s competitive, tech-rich and resource strapped businesses, change is constant. Yet too often, change initiatives’ cause costly dips in performance, involve messy roll-out missteps, and in the end, the change fails to take hold. Learn lessons from a professional “change guide” about why change fails. Learn keys and tools for leading change that takes hold and sticks.
Innovation by Design
Presenter: Rich Nadworny
Date: Friday, April 1, 2016
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Everyone talks innovation, but few actually do it well. Join us for a hands-on workshop to experience innovation techniques used by some of the forward-thinking companies in the U.S. In this seminar, we focus on human-centered design as an approach and process to making your organization more customer-centric and more innovative.
Identifying and Overcoming the Five Dysfunctions of a Team
Presenter: Joe Kelly
Date: Friday, April 8, 2016
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Do you sometimes wonder if your business operates well as a Team? Maybe you feel that you have built a Good Team but would like to make them operate like a Great Team?
This interactive Team Building workshop is aimed at making Teams more productive, more enjoyable and more profitable. By appealing to people’s interest in learning more about themselves we can help Teams gain a broader appreciation about how they prefer to function and in turn learn about how their teammates prefer to operate.
By utilizing Myers-Briggs Personality Type training in combination with the book “The Five Dysfunctions of a Team” we can help teammates to become self-aware that people of various types and preferences exist. By becoming more aware of these preferences it is possible to greatly improve the overall effectiveness of their team.
Customer Experience – Why It’s 10 Times More Important Than You Think
Presenter: Joe Candido
Date: Friday, April 29, 2016
Register Now
Companies of all sizes, and industries struggle to growing their revenue and profits. The pace of business is fast, really fast and leaders need to cut costs, invest carefully, and drive sales to be successful. There isn’t room for “fluff” anymore. Most don’t associate the customer experience as strategic to growth, rather they see it as a quasi-important function whose costs must be managed carefully. For most companies the mantra has been keep the customer happy so long as it doesn’t cost too much! Yet for some of today’s most successful companies, customer experience is strategic, and viewed as an investment.
In this seminar we’ll look at new customer experience trends and how they drive revenue, margin, and wallet share. Topics include: Customer Service vs Customer Experience; Who owns the customer; Cost of customer retention vs acquisition; Does excellent service require giving too much away; Customer service, brand promise, and sales strategy; Loyalty, why it matters and how to create it.
Strategic Social Media: Generating Measurable Results
Presenter: Alexandra Tursi
Date: Friday, May 20, 2016
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Many people have a love/hate relationship with social media marketing. They know they “have to do it” but they continue to struggle with generating tangible, measureable results they can use to justify their social media investment.
At this workshop, you will learn how to think more strategically about your social media marketing plans and what business and marketing metrics you’re trying to impact. Then, you’ll learn some tactics and techniques for generating tangible results, such as lead generation, conversions, and using social media networks such as Facebook, Twitter, YouTube, Pinterest, LinkedIn and Google+.
Attracting and Recruiting Talent to Your Organization
Presenter: Mark Heyman
Date: Friday, May 27th, 2016
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All companies face the challenge of attracting, recruiting and hiring qualified candidates for open positions. Finding local talent or attracting talent from outside of Vermont can seem like an insurmountable hurdle at times. Hiring Managers are constantly struggling with the need to fill an open position and the desire to find the “right” candidate; someone who is both qualified for the job and a great culture fit for the organization.
This session will touch on the key aspects of the recruiting process, how to focus your efforts on the best candidates while still maintaining a positive candidate experience for all, learn the benefits of transparency during the recruiting process and how to make your recruitment efforts more efficient and increase your chances of hiring “right” the first time.
United States