IPIC Live Learning – Monday
Have you noticed that customers are tougher today? New York Times Bestselling Author, Tom Connellan explains why and what you need to do about it right away. This session is based on Tom’s book, Inside the Magic Kingdom, which describes how Disney creates exceptional customer experiences and how you can do the same. His basic premise about brands and customers is that “a brand does not and cannot exist separately from your customer’s experience.” As Tom puts it, “your customer’s experience is your brand!” See how creating an exceptional customer experience builds both a winning brand and a winning bottom line. Learn the five different levels of loyalty and what it takes to move customers from one to the next. Tom takes you behind the scenes at companies that create world-class customer experiences. He combines that with the latest research (covering more than 110,000 customer transactions) to show you how to capture the hearts and minds of your customers.
- Why, in the eyes of your customer, your competition isn’t who you might think it is and what to do about that
- How to capitalize on the one internal factor that stands out above all others as the largest single predictor of customer loyalty
- How to retain at-risk customers
- How to find out the real reason a customer stopped buying from you
- Why customer satisfaction is a poor predictor of loyalty and what to do about that
Keynote #2: Bringing Out the Best in Others – Three Keys to Turbulent Times Leadership
Based upon Tom’s New York Times Bestseller Bringing Out the Best in Others, this presentation shows your leadership team how to keep everyone fully engaged, highly motivated, and performing well in a challenging environment. Because he combines his research into high performance with his experience as an entrepreneur and CEO, he delivers actionable ideas that can be put to use immediately. Tom’s research on high performance over the last twenty years has covered astronauts, CEO’s, Rhodes Scholars, female world leaders, manufacturing operations, top students, top performing sales reps, military achievers, U.S. presidents, and others. He found that through thick or thin, leaders of high performing teams consistently treat team members differently in 3 different skill areas, and Tom’s three-part message to leaders looking for high performance from their team is to:
- Believe in them.
- Hold them accountable.
- Provide a supportive environment.
His research into sales managers, for example, showed that the managers of high performing reps score 22% higher in their ability to practice those three skills than do the managers of low performers. Most leaders use some degree of all three skills, but even in the best of times very few use all three in a manner that consistently gets the performance levels they want. The most common occurrence in normal times is to overdo accountability and underdo support – although sometimes the reverse is true. In turbulent times, this imbalance gets even more pronounced and performance slips rather than improves.
Featured Speaker: Storytelling + Selling Value with Chari Pack of Persnickety Prints
“Our story is the most effective way we can connect with people.”
What’s your passion? What sets you apart? How? Why? Then tell it – over & over in different ways. People don’t know what they don’t know. Clearly defining & communicating your value is essential for being paid for your service. No one will ever pay you what you’re worth. They will only pay you what you think you are worth. YOU control their thinking.
- Momentous Momentum – Business Growth Ideas from your Premium + Premium Platinum Supplying Partners
- Painterly Portraits with Ginger Hartford from Larson-Juhl
- Other participants TBA