Come join the SOCAP Great Lakes Chapter at the Detroit Zoo as you hear four dynamic keynote speakers.
Disney's Approach To Business Excellence
Keynote Jeff James is Vice President and General Manager of the Disney Institute. In this role, he has responsibility for bringing custom solutions grounded in the time-tested success and insights from The Walt Disney Company to Fortune 500 companies as well as small businesses around the globe.
Jeff will discuss five key areas Disney believes needs to work together to create strong business results and intent to return. They are:
Table Exercise - "Taming Gladys"
Keynotes Marilyn Suttle and Lori Jo Vest are Speakers, Trainers and Authors of "Who's Your Gladys?” How to Turn Even the Most Difficult Customer into Your Biggest Fan" and, coming soon, “Taming Gladys!” How to Create Fierce Customer Loyalty in Just 12 Weeks" - is due out soon! This book is presented as a customer service "boot camp" in a book, Taming Gladys! was piloted at several companies to ensure the strategies and concepts included were powerful.
You know what to say (and what not to say) to keep customers happy. But what about your internal customers? What types of things are said, with the best of intentions that backfire? In this session, we’ll be pooling the talent in the room to create a list of “What NOT to Say” and “What TO say” phrases. We’ll compile the list as a “take away” that you can take back to work and share with your advisors.
A Case Study - Benchmarking and Improving Advisor Performance
Keynote Jason Smith is Vice President of Professional Services with Insite Managed Solutions and brings an extensive background partnering with contact centers to develop customer experience strategy and improve operational performance & efficiency.
He will review Insite Managed Solutions and General Motor's (GM) journey to drive a performance improvement culture within GM’s Technical Assistance Center. This presentation extends beyond a simple overview and expands on the approach to identify and analyze advisor opportunity, develop and implement measurable solutions, and leave team members with the skills to replicate the process.