Institute for International Research

Friday, March 28th, 2008 | 10:00AM – 11:00AM

Moments Matter: Building a Culture that Empowers Employees, Benefits Customers and Creates Loyalty Inside and Out

Pete Winemiller, Vice President, Guest Relations, NBA’S SEATTLE SUPERSONICS & WNBA’S SEATTLE STORM

People don’t remember days, they remember moments – Moments Matter! Your verbal and nonverbal communication with customers can make or break consumer loyalty in a split second. That is because customers think more about their experiences with people than they do about products and services. Research shows retaining a consumer or sending him/her off to the competition comes down to the sum of countless interactions between customer and employee.

Pete Winemiller is charged with creating repeat customers (referred to by the organization as “Guests”) in a business environment where you cannot control the level of success on the basketball court (the purchased product), but you can control what happens in the stands (the customer experience). Recently Pete was honored as a 2006 “Customer Champion” by 1 to 1 Magazine.

Learning Objectives:

• Feel the power of thinking big & ACTING SMALL
  
• Learn to design and maintain a culture of problem-solving
  
• Commit to telling the story your front-line staff dictates your bottom-line cash
  
• Believe you can treat all of your customers differently, just as long as you treat all of them well
  
• FUN is spelled Finally Understanding Nonsense™…Loosen-Up!