|
| Registration Details |
|
| Date: |
22 April 2011 |
| Time: |
10am - 6pm |
| Fee: |
SGD 750 Nett
for 1 Day Program |
| Enquiries: |
Tel: 6720 3333
OR email |
 |
| Registrations are processed on a first-come, first-served basis. |
|
|
|
|
If there is one person who can tell you how to improve customer service, create a more vibrant workplace, and generally let your business achieve the highest level of excellence, that one person is Dr Joseph A. Michelli. In this 1 Day only Conference, Dr Joseph Michelli will share with you what he learned by studying the leadership strategies of executives at Pike Place Fish, Starbucks, and The Ritz-Carlton.
- You'll learn how you can take ANY product or service and build it into an extraordinary experience for customers.
- Discover how to maintain team cohesion while encouraging expression of the unique gifts and talents of all team members.
- Gain sure fire approaches that encourage employees to operate as "owners" as opposed to functioning as "renters" or "squatters".
- Explore the role experience design plays in creating customer loyalty, increased customer visits and enhanced customer spending. Learn techniques such as the Starbucks service approach of "connect, discover, respond", and the Ritz-Carlton Hotel Company "three steps of service" designed to fulfill even unexpressed needs.
- Learn how to create a playful energetic workplace culture rich with surprise and delight elements, a passion for operational excellence, and passionately loyal customers.
- Get more from your staff by connecting them to a purpose beyond the walls of your business.
Back to top
This 1 Day only conference has been researched with and designed for Directors, Managers, Senior Vice Presidents, Vice Presidents, Specialists, Officers, Leaders and Consultants of:
- Customer Service
- Marketing & Sales
- General Management
- Corporate Communications
- Human Resources
- Employee Relations
- Strategic Planning
- Corporate & Brand Identity
|
- Brand Development
- Brand Management
- Internal & External Marketing
- Business Development
- Public Relations
- Integrated Marketing
- Communications
- Training & Development
|
And all those interested in creating brand ambassadors within their organization.
Back to top
Dr Joseph A. Michelli is an internationally sought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, The Hartford Insurance Group, UCLA Health System, and USMC. His book, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, achieved bestseller status on the Wall Street Journal, BusinessWeek, and USA Today lists. He has been featured on television programs such as "The Glenn Beck Show" and CNBC's "On the Money" and has conducted hundreds of radio and print interviews. He is also the author of The New Gold Standard and When Fish Fly: Lessons for Creating a Vital and Energized Workplace, which was co-authored with the owner of the "World Famous" Pike Place Fish Market in Seattle.
Back to top
Dr Joseph A. Michelli speaking at an international conference
Back to top
- You'll learn how you can take ANY product or service and build it into an extraordinary experience for customers.
- Discover how to maintain team cohesion while encouraging expression of the unique gifts and talents of all team members.
- Gain sure-fire approaches that encourage employees to operate as "owners" as opposed to functioning as "renters" or "squatters."
- Explore the role experience design plays in creating customer loyalty, increased customer visits and enhanced customer spending. Learn techniques such as the Starbucks service approach of "connect, discover, respond", and The Ritz-Carlton Hotel Company's "three steps of service" designed to fulfill even unexpressed needs.
- Learn how to create a playful energetic workplace culture rich with surprise and delight elements, a passion for operational excellence, and passionately loyal customers.
- Get more from your staff by connecting them to a purpose beyond the walls of your business.
Back to top
There are limited seats for this event. Registrations are processed on a first-come, first-served basis.
| Event |
Taking Ordinary into the Extraordinary: Lessons for Growing People and Business |
| Date |
22 April 2011 |
| Venue |
Hotel Concorde |
| Time |
10am - 6pm |
| Fee |
SGD 750 Nett | Early Bird: SGD 650 (Register before 1st August) |
| Enquiries |
Tel: 6720 3333 or Email: training@aventisgroup.com.sg |
For More information: Please contact Samuel or Kathy @ 6720 3333 | enquiry@aventisgroup.com.sg
Back to top
Joseph will cover concepts essential for creating and sustaining a positive, results-producing workplace culture. Among the areas that will be discussed during the day-long conference are...
What does "customer experience" have to do with profitability and sustainability?
- How, even in difficult times, to use customer experience design to adds value to products and service.
- Essential tools for enlivening your core value proposition and delivering that across all employee and customer touchpoints.
- Defining profitability broadly (economic, social, quality of work life).
The Starbucks Experience: 5 Principles for Taking Your Business from the Ordinary to the Extraordinary
- 5 key principles that have taken Starbucks from a single store to a company that opened a new store every 5 hours – 365 days a year.
- Transforming ordinary products and services into the extraordinary.
- Communication of business essentials (The Green Apron book/Five ways of Being.
- Enhancing value through staging and sensory integration.
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
- Evolution not Revolution: Maintaining brand relevance without losing brand equity.
- Selecting not hiring talent: A scientific approach to talent acquisition.
- The discipline of listening and the art of anticipation: Assessing, Measuring and refining staff and customer engagement.
Service serves us: Building a business based on Purpose not Transaction
- Distinguishing between operational and transcendent aspects of business.
- Essential leadership inspiration strategies.
- Keeping service excellence viable (daily line-ups, huddles, systemic recognition.
- Three simple steps to memorable and legendary service/product quality.
Back to top
We deliver customized designed courses that are tailored to your organizational needs. Our professional trainers are domain experts with extensive international experience.
Do contact us today @ 6720 3333 | training@aventisgroup.com.sg for a no-obligation training needs assessment, we will work in partnership with you to identify needs, develop training and find instructors that best fit your business environment.
Back to top |
|
.jpg)