Networking: 11:00 - 11:30 a.m.
Lunch: 11:30 a.m. - 12:00 p.m.
Meet & Greet Members & Guests
BREAK 12:00 - 12:15 p.m.
KEYNOTE PROGRAM: 12:15 p.m. - 1:00 p.m.
Unlocking Client Resiliency
Through Emotional Intelligence
It takes more than experience and intuition to capture client business. To thrive in today's customer experience economy your clients and you need to leverage your emotional power. It's what the high performers leverage. It's what the higher income earners leverage. When you use it to improve your customer experience as a focused skill, you will be able to capture more client business and help them to improve their customer experience.
In this session you will learn:
- Why you have been stuck on cruise control while others zoom by.
- How a secret discovered at NASA is the key to skyrocketing opportunities.
- A thrilling little mind trick that generates spectacular results.
- How to debunk one of the most globally used (false) truths known to mankind.
Networking: 1:00 - 1:30 p.m.
Member Spotlight: 1:30 - 1:45 p.m.
BREAK: 1:45 - 2:00 p.m.
Workshop Program: 2:00 - 4:45 p.m.
Leveraging the Four Essential Competencies Every SME Business Must Master to Win Big
What are the four essential competencies every SME business must master?
To grow and sustain growth it takes these four key competencies!
- Sales / Traction (How to sell consistently and predictably.)
- Storytelling (How to make your messaging memorable.)
- Execution (How to consistently deliver results.)
- Fundraising (How to raise capital/money.)
Why are these competencies essential? Together they reduce the risk of running out of cash, the lifeblood of any business.
Why should you start teaching and practicing them today?
- They're what every business really needs.
- The ROI on the consulting investment is easily quantified.
- They lead to higher client lifetime value and business value.
Adjourn: 4:45 p.m.
Optional Cocktails in the Hotel Lounge
BIO: Jim Rembach, President, Influence to Action
Jim Rembach is the President of Influence to Action, which operates the Call Center Coach, Beyond Morale, CX Global Media, and Fast Leader Show brands. Jim is a certified Emotional Intelligence (EQ) practitioner, Certified Contact Center Auditor, Better Place to Work Certified Expert and an Employee Retention Specialist. Jim holds a US trademark for the "Servant Teamwork®" leadership and organizational transformation methodology. Jim has authored nine e-books regarding contact center quality, employee engagement, customer experience and leadership development. He is also a Thought Leader Faculty member with CX University, Advisory Board Member for the Customer Value Creation international (CVCI), and CX Expert for the CXPA (Customer Experience Professionals Association).
BIO: TOM RYAN, VICE PRESIDENT, AUSTER CAPITAL PARTNERS
Tom Ryan served as Vice President with Auster Capital Partners, a NYC-area private equity firm; where he assisted with fund raising, deal origination, investment review, and advisory. He also served a key advisor to GreenStart, a San Francisco-based clean-tech investment firm. Presently Tom is a Kauffman Foundation Entrepreneur-In-Resident in Western North Carolina, where he directs one of only four programs of its kind worldwide. In this capacity, Tom has advised well over 100, high-growth startups through all phases of early stage growth. He is also the founder and CEO of TalentJam; a successful event series developed to bridge talent gaps in hyper-local markets and is the host of The Success In Business Podcast.