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| The How of WOW: Delight Customers to Create Lifelong Loyalty |
| Description: Customer satisfaction has no bottom-line value -- but customer loyalty is the key to success. How does an organization build relationships so customers become lifelong allies? It begins with a commitment to far exceed "satisfaction" by pursuing "customer delight." Employees who genuinely, authentically, care about the customers go the extra mile so customers rave about your business. (Download a PDF) |
| Focus: Improve customer loyalty |
| Relationship-Centered Leadership™: Use Emotional Intelligence to Inspire and Retain Optimal Performers. |
| Description: Under the gun of constant and conflicting pressures, how do you strengthen key business relationships to foster organizational excellence? What skills can you develop and pass onto your managers to increase engagement and commitment? |
| Focus: Leadership to improve engagement and retention. |
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"I have no idea of where to begin…the motivation I am leaving with to go out there and pass this information on and to change lives. What an inspiring course and facilitator!"
- Renae Rokicki Organizational Learning and Development,
SUNY Medical Center
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