The customer rules! — An all too familiar mantra we keep hearing. Yet, it warrants repeating, as ultimately, the customer will decide to what extent you will succeed in today's challenging marketplace. Whether you sell to b2c or b2b, if you want to win customers over and keep them coming back to you, you need to obtain answers to some hard questions:

• What trends are occurring in your industry that demand smarter customer service strategies?
• How are you perceived in the customers' eyes?
• What are they saying about your company?
• How do your people represent you? Do they think and act as brand ambassadors?
• What service flaws might exist in your organization that you don't know about?
• Do you truly "live" your brand, control it, and the relationship with your customer?
• How do you translate customer satisfaction into customer loyalty?
• What are smart companies doing to ensure service excellence?
• What are best practices for strategic complaint management?
• Why do customer surveys always not provide the right feedback?
• Why should you brand your service?
• How can you deliver a consistently great customer experience and develop a universal reputation for service excellence

Obtain valuable insight and learn practical solutions you can apply to ensure your customer has a consistently outstanding customer experience, and keeps coming back to YOU, and not your competition.

How effective are you as a leader? What would your employees say about your leadership style? How can you lead in a way that gets the most out of your team? How do you get employees to feel engaged and connected to something larger than the group they work in each day?

Speaking from her depth of experience working with today's most successful leaders across the globe, noted author Christine Corelli will provide you with answers to these questions and more! You will learn how to display dynamic leadership, apply mental self-leadership techniques (examination of self-dialogue, beliefs and assumptions, thought patterns, goal setting), obtain high levels of employee engagement and discover why smart organizations adopt a "Zero Tolerance for Bad Bosses."

Alternate Title: ZERO TOLERANCE FOR BAD BOSSES

Business has changed dramatically. As a result, business leaders and managers and have had a constant companion--challenge! Hard choices and tough decisions have been necessary for survival. The question remains-what direction should we take now?

Today, the marketplace demands that we embrace new ideas, create new business models, and implement smart strategies in order to create and sustain success. This session will provide you valuable information on what business and industry experts are recommending, critical skills and techniques for effective decision-making, and a step-by-step approach for change implementation.

Alternate or Additional Program: LEADING AND MOTIVATING THROUGH CHANGE

In today's changing business environment, it should not be surprising that executives and managers have been perplexed on how to keep employees motivated. Many are disgruntled by managerial calls to stay positive and be adaptable. Most worry about whether they will be able to keep their job. Others resist, passively going through the motions. Yet others simply refuse to accept the changes that are occurring and remain trapped in old ways of thinking and acting. If not properly addressed, these conditions can adversely affect overall performance and impede prosperity.

This highly interactive program will address what people experience in adapting to change, how to help them manage the transition process, and become higher contributors. It will provide you with solutions to your problems with staff, and affordable ideas for reward and recognition. (Note: Attendees will receive a complimentary download on Simple Ways to Reward and Recognize Employees. This paper shares the best ideas from top performing organizations.)
"Your session on change management proved to be the highlight of the conference.
Our group was energized and challenged by your presentation.
You certainly were effective in helping our managers to begin opening new
thoughts and windows of change. We look forward to having you at our next event."
Dennis Manns, American Honda Motor Company

Business experts have stated that over 85% of your overall career success is in direct proportion to your ability to communicate. This popular program will address concepts, theories, and real-world techniques on the art and science of influencing people. You will learn right words and phrases to apply in different situations that will make a big difference in your ability to influence and impress people. Discover how to apply the "C's" to effective communication — connecting, sounding confident, being clear, concise, compelling, caring, and knowing how to collaborate. This program will dramatically enhance your ability to get your team to follow your lead, and build stronger relationships with customers, employees, coworkers, and even the people in your personal life. You'll not only learn the basics on this topic but many of the finer points Christine has learned during her successful career as a professional speaker, author, and advisor to executives, business owners and managers.

Christine is one of the most versatile speakers on the circuit. Her greatest strength is crafting a presentation that delivers the message you want your people to receive. You will receive a customized presentation that will help your team become more sales focused, less resistant to change, and look upon their job-role in new ways. You people will be engaged, entertained, challenged, and inspired to excel. Click here for an example of a customized sales program Christine created based on a football theme.

The world has changed. The economy is volatile. Your competitors are vying for the business of your customers. Customers are getting more cost-conscious, demanding than ever. No longer do loyalty and hard work translate into job-security. The cost of living has gone up, but salaries have not. People are worried about their businesses and their future. How can we achieve excellence in all we do and inspire others to do so under these conditions? How can we survive on the competitive treadmill? What mind-sets and methods of coping will best serve us?

This motivational program will do more than provide answers to these challenges. It will breathe new life and energy into your spirit.