Solid Business Lessons in the Fun Environment of Disneyland®
November 8 to 10, 2010 at the Howard Johnson Hotel, Anaheim, CA
Ideal for anyone who needs to deliver an engaging customer experience, alone or through a team.
Download full PDF brochure
Perfecting the Customer Experience is a unique benchmarking program that demonstrates the service standard to which your business should aspire. The total opposite of a lecture where you just sit in a room and listen, this program offers:
• Solid ideas for perfecting the customer experience and creating loyal customers.
• Proven examples from world-class organizations.
• Applications for transferring what you learn directly to your business.
Unlike previous recessions, the economic meltdown of 2008 shifted consumer behaviour permanently. Customers today expect much more for less and they will quickly buy on price if a business does not demonstrate value in every sense of the word. Providing a perfect customer experience from start to finish is one of the most effective and enduring ways that your business can demonstrate that value.
With the economy starting to improve, this is the time to reinforce your brand by building a solid infrastructure of good habits into your business. And to execute the all-important details that are the difference between mere success and league-leading stardom in a consumer-facing business. For three days in Anaheim, you will be part of a small group of business people who are hungry for ideas that will help take their organizations to the next level. For this casual-attire program, you will stay at the fashionably “retro” Howard Johnson Hotel, directly across from Disneyland®. You will see the Matterhorn as you walk out your door and glimpse the monorail as it glides towards the park.
You will enjoy hands-on experiential learning at Disneyland® Park, Disney California Adventure® Park and the Downtown Disney® District. And because the most-effective way to learn is through self-discovery, these lessons will stay with you long after the event. Jeff Kober views business from a Disney background. Ted Topping views Disney from a business background. Together they will help you experience both from the crucial perspective of a customer.
Program topics include:
• Leadership Excellence
• Understanding the Customer
• Service Mission
• Establishing Service Standards
• Delivery Systems/Application
• Providing Service Recovery
• Supporting Employee Excellence
• Service Experience/Debrief
Facilitators:
Jeff Kober is president of Performance Journeys, a training and development group devoted to performance improvement and learning in the workplace. He is a resident of Orlando, FL and a former leader with the Disney Institute, a best-practices institution modeled on America’s first corporate university. While at Disney, Jeff worked across the entire Walt Disney World® Resort and designed its customer-service programs. A well-known online columnist and blogger, Jeff is author of The Wonderful World of Customer Service at Disney and co-author of the just-published Lead With Your Customer.
Ted Topping is president of Creative Insights Inc., a service-design consulting firm in Vancouver, BC. For two decades, he has delivered practical presentations, training and consulting to consumer-facing businesses. Ted is co-author of Start and Run a Retail Business, a best-selling book translated into Russian, Chinese, Spanish and Indonesian, with a completely revised 4th edition available in North America this fall. Ted was a card-carrying member of the original Mickey Mouse Club, and he uses his continuing study of Disney to help clients add their own amazingly effective “magic” to the customer experience.
Registration:
Cost: $1400.00 CDN. / $1400.00 USD
Registration closes November 1, 2010. For details, visit www.tedtopping.com in Canada or www.performancejourneys.com in the United States.
Proudly sponsored by Shelfspace
The association is offering program registrants who are not currently Shelfspace members a complimentary one-year Personal Membership ($185 value). Workshop registrants, currently Shelfspace members, will receive a complimentary one-year Personal Membership renewal or an equivalent credit. To take advantage of this offer, please contact events@shelfspace.ca or call 1-800-663-5135.
