Edmonton, Nov 15, 2018. Enrolment is limited. Guarantee your seating and register today.
SUMMIT SPEAKERS
with John DiJulius
Become the brand people can’t live without. Learn how numerous companies have made customer service their biggest competitive advantage, are dominating their industries, and are making price irrelevant!
You’ll discover how to:
- Ensure all your employees have compassion & empathy for your customers
- Create a Customer Service Vision statement
- Create non-negotiable standards that every team member will follow
- Make Price Irrelevant
John R. DiJulius III is the author of three books on Customer experience. He is the president of The DiJulius Group—a Customer service consulting firm that works with companies like Starbucks, The Ritz-Carlton, Lexus, and many more.
Focus on the 90%
Staying motivated as a leader – even when things go wrong
with Darci Lang
A positive attitude is at the heart of your personal and professional success. It helps you work well with others and better serve clients. It keeps you and your team engaged; even during challenging times.
You’ll discover how to:
- Remain resilient, focused and productive when dealing with 90% and 10%s in your day
- Ignite the passion, creativity and commitment that brought you to your career in the first place
- Understand how to recover from challenging co-worker and client interactions and not have it take over your day.
- Go home to your friends and family with more energy and compassion
Leading a Customer-Focused Team
Making Service your key differentiator – in just 90 minutes a Month
with Jeff Mowatt
Imagine leading a team whose service is so outstanding it becomes your brand. Customers hear about you, are drawn to you, and refuse to leave you because your team is the industry Service Icon. You are one of the few leaders who no longer has to deal with the hassles of staff turnover and customer complaints. Best of all, you’ll learn how to accomplish all of this in just 90 minutes a month.
You’ll discover how to:
- Adapt and capitalize on the three largest trends that are disrupting customer experience
- Take you organization’s customer service culture to the next level
- Boost productivity and morale by tapping into the #1 employee motivator (hint: it isn’t money or recognition)
- Align your training, recognition, and customer feedback efforts into a single continuous improvement system
Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance customer service behaviours without looking at the culture, you’re painting over rust – the underlying problems will resurface.”
The Neuroscience of Leadership
Strategies for a Positive and Productive Service Culture
with Deri Latimer
Leaders today are required to be skilled facilitators who are able to energize, collaborate with, and engage people to achieve organizational outcomes. The latest research in neuroscience is helping you to discover how your brain works – and what you can do to create more opportunities for insight, handle pressure effectively, and facilitate positive change in yourself and others.
This energizing session will awaken your mind, ignite your curiosity, and enliven your action!
You will discover how to:
- Develop more opportunities for insight in an environment of distraction
- Keep calm and clear under personal and organizational pressure
- Reframe negative situations to generate more productive outcomes
- Connect more quickly and purposefully with the “neural resources” around you
Expert in Positive Workplace Culture
TEDx Speaker. Author. Consultant
Certified Speaking Professional
TEDx Speaker. Author. Consultant
Certified Speaking Professional
Super-Session Panel
Creating Customer Loyalty with Grudge Purchases
If you work at beach resort – where customers are relaxed and enjoy spending their money – it’s easy to have happy customers. It’s harder when customers think of doing business with you as a chore, or as merely a means to an end. In this super-session panel, 3 business leaders will share their secrets for creating customer loyalty – even with grudge purchases.
You’ll discover how to:
- Choose between positioning your products and services as fixing problems vs offering benefits
- Overcome focusing on price with grudge purchases
- Educate today’s well informed customers without coming across as patronizing
- Ensure staff stay engaged even when dealing with customers who are rushed or frustrated
If you ever face customers who are reluctant to deal with the hassle of doing business with you, who express resistance to prices, you won’t want to miss out on this session.
Chad Krieger
Warranty Manager, Master Craftsman Warranty Ltd.
Karen Hoflin
Vice President, Go Insurance
Cam Kay
CEO, Agland
Four reasons you & your leadership team should attend:
1Make price less relevant.
You already know that in today’s commoditized marketplace, your #1 competitive advantage is your team’s service. And it’s one of the few things you have total control over. This summit is for leadership teams who:
- Want to create more memorable and meaningful relationships with their customers.
- Don’t want to settle for merely “good enough.”
- Want their company’s service to be valued – literally, over that of their competitors.
2Help Uber-proof your business.
Unless you are a government monopoly, chances are your business model may soon be – if it hasn’t already been – disrupted by some version of your industry’s Uber. That means to keep and grow your market share, your customers can’t be merely satisfied. They need to be fiercely loyal. Take advantage of this opportunity to step back from your daily activities and generate ideas to ensure your customers feel an emotional bond to your brand. And only to your brand.
3Create buy-in and take action.
You may have found that trying to introduce new ideas to an established business can be challenging. That’s why we encourage bringing your leadership team, and why we offer savings when you register groups of 6 people or more. Your decision makers get the same message at the same time, you can share ideas over lunch and during breaks, and you can move into action the very next day.
4Have some fun!
Ever been to a conference where you’re crammed shoulder to shoulder, forced to sit through somebody reading PowerPoint punishment in a monotone that has you wishing you were anywhere but there? Us too. That’s why all of the keynoters are professional speakers who know how to engage and entertain a business audience while sharing relevant ideas. The day will fly by; ending with you and your leadership team being re-focused and recharged.
PROGRAM
Thursday, Nov 15, 2018
8:00am – 8:30am Check-in
8:30am Summit launch and intro with host, Jeff Mowatt
Keynote Deri Latimer: The Neuroscience of Leadership: Strategies for a Positive and Productive Service Culture
Break
Keynote John DiJulius: Creating a Customer Service Revolution
Noon – 12:45pm Lunch (included with registration)
12:45pm Industry Super Session Panel: Creating Customer Loyalty with Grudge Purchases
Keynote Darci Lang: Focus on the 90% – enhancing your service attitude at work and at home
Break
Keynote Jeff Mowatt: Leading a Customer-Focused Team: Making Service your key differentiator – in just 90 minutes a Month
4:30pm Close
LOCATION
Radisson Hotel & Convention Centre, 4520 76 Ave NW, Edmonton, AB. Canada T6B 0A5, 780-468-5400 Complimentary Parking
REGISTRATION FEE
Standard (up to 6 days prior to Summit date) $975
Advance rate (1-4 weeks prior to Summit date) $745
Amounts are in Canadian dollors.
Groups: You’ll automatically receive 10% off the above rates when you register groups of 6 people or more.
ENROLMENT IS LIMITED
To guarantee your seating register today by calling us at 1-800-566-9288, within Calgary 403-244-9094. Or Register Online:
CANCELLATION
You may cancel up to 30 days in advance and receive a full refund. You may switch registrants at any time.
Still not sure this is the right conference for your team?
Check out these comments from past Summit participants
