Fundamental principles and key learning points. Understand how UP! Your Service teaches these essentials to everyone in your organization.
>>
Learn best practices for building a superior service culture from leading organizations in your industry and others around the world.
>>
Engaging service vision. Choose appropriate language to articulate your vision. How to communicate your vision effectively with all service providers throughout your organization.
10:30 - 12:30
Ron Kaufman
Building Uplifting service culture
>>
Identify areas for improvement.Evaluate your current culture building activities in twelve essential categories and identify improvements.
>>
Establish responsibilities and set priorities for action fto increase staff engagement and build a stronger service culture.
>>
Become a service role model in your organization. Commit to reinforcing superior
service skills, attitudes and motivation through your behavior every day
.
12:30 - 13:30
Lunch
13:30 - 15:00
Verne Harnish
X FACTORS FOR THRIVING IN THE CHANGING ECONOMY
>>
Formulating a Brand Promise that passes two critical tests—and leaves your competitors gasping for air
>>
Measuring what matters: Choose Key Performance Indicators to align with your Brand Promise
>>
The surprising truth about customer feedback: Lessons from SWA will convince you always to listen … and often to say no
>>
4 questions you must ask customers on a regular basis (and the one you should never ask first)
>>
The rock in your customer’s shoe: how a playground analogy can kick-start company growth
>>
The one thing you absolutely must do to keep customers talking—and feedback flowing
>>
Catalytic Mechanisms: A potentially painful but effective way to avoid broken Brand Promises
>>
Find it, exploit it: Isolate your X Factor to gain a 10X to 30X advantage over your strongest competitor
15:30 - 17:00
Verne Harnish
Translating Strategy into results
>>
Core Ideology: Bringing your core values and core purpose alive
>>
BHAG (Big Hairy Audacious Goal): Aligning it with your business fundamentals
>>
Annual and Quarterly Focus: The most critical short term decisions
>>
Hiring: How to get the right people while reducing overall payroll costs
