Power Up Performance: Linking Employee Happiness to Customer Happiness

JoAnna Brandi, Publisher, Customer Care Coach® leadership program;
President, JOANNA BRANDI AND COMPANY, INC.

Looking to create more consistently positive experiences for your customers? Look to your people first. Happy, engaged employees are better positioned to create happy, engaged customers. They're more involved, more productive, more satisfied with their jobs and more willing to contribute the "discretionary effort" that's key in creating outstanding customer experiences.

Studies show that the experience of positive emotions helps people select higher goals, perform better and persist longer on problem-solving tasks. And the best part? Happiness CAN be deliberately created and maintained, according to Customer Loyalty leader and Authentic Happiness Coach JoAnna Brandi. JoAnna is an author, consultant and has consistently been a popular speaker at this conference as well as many others. Her warm, energetic and upbeat style has had audience members saying things like "She rocks!" and "Her energy is better than a second cup of coffee."

Start the day the P2 way and have the opportunity to share some of your strengths with others as we begin the session with an experience designed to delight you and "shine the light on what is right." Learn how to use the "AAA" tool to magnify your listening skills and reinforce the behaviors you want to see repeated.

Then let JoAnna will take you on a tour of the latest in what the field of Positive Psychology has to offer the workplace. Come and explore the cutting edge "evidence based tools" that prove what we've known instinctively all along is absolutely correct. When people love their jobs, are engaged in what they do, excited about how they can make a difference in the world, and appreciated for who they are as well as what they do, they thrive! And the company thrives along with them.

Key takeaways from this eye-opening and invigorating workshop:
•Discover the three levels of happiness - and why your business can't thrive without them
•Understand the ROH – Return on Happiness – for your business
•Explore how to push past the "Happiness Setpoint"
•Learn and practice the latest proven tools and techniques from the "science of happiness"
•Unlock the three critical factors for optimum "flourishing" in your team
•Sharpen your resilience strategies and make your organization "change ready" by learning the three resilience "attitudes" that give you the courage to get past stress and on with excellence!

After all, a successful ‘Customer Experience' is all about emotions. If a customer feels good about the value you provide – if they are happy doing business with you - they are more likely to come back. It's time for businesses to become emotionally intelligent and learn to create the positive emotions customers crave.

ABOUT THE WORKSHOP LEADER
An author of three books (two on customer loyalty and one on positive thinking), JoAnna Brandi has recently been trained by Dr. Martin Seligman, founding father of Positive Psychology (P2) as a happiness coach. She is one of the founding members of the Positive Workplace Alliance's International Forum and is currently collaborating on a book on creating a Positive Workplace culture – one in which individuals and organizations flourish.

B4 8:00 a.m. – 11:30 a.m.

Implementing a Process to Establish & Sustain a Culture of Service Excellence

Teri Yanovitch, Founder, T.A. YANOVITCH, INC.; Former Seminar Leader,
DISNEY INSTITUTE; Co-Author, "Unleashing Excellence: The Complete Guide to Ultimate Customer Service"

Interested in creating a culture of quality and service? Teri Yanovitch – who spent over a decade with the legendary guru of quality management, Philip Crosby, and another 10 years with Walt Disney World – has developed a sensible step-by-step approach to make a positive memorable customer experience a consistent part of your organization's dayto-day operations.

This workshop is a how-to program with a focus on reality vs. theory. It will give you the benefit of Teri's 20+ years experience in educating leaders and implementing a process to establish and sustain a culture of service excellence. Workshop participants will engage in interactive discussions and receive practical tools that can be put to use immediately back within the workplace. Participants will take away knowledge and information on:

SERVICE PHILOSOPHY AND STANDARDS
•How to develop a succinct service philosophy that clearly defines the customer and employee connection
•Clarify the standards of employee behaviors to deliver the service philosophy
•Identify the result of the ideal customer experience

LENS OF THE CUSTOMER
•Ensure the customer experience is developed through the lens of the customer vs. the lens of the organization
•How to make certain the customer's lens is used in every interaction
•Apply the lens of the customer to every point of contact through the use of a Service Map tool

SERVICE ENVIRONMENT
•Identify everything your customer sees, hears, and smells that impacts the customer experience
•Clarify the ideal service environment and recognizing "Everything Speaks"
•Use a tool to establish a consistent view of what the customer's service environment should be

SERVICE DELIVERY
•Communicate the expectations of great service behaviors
•Motivate employees to consistently exhibit these behaviors
•Link the employees behaviors to the service philosophy and standards

PROCESSES
•Manage procedures and processes to ensure a pleasant customer experience
•How to bridge the gap between your business processes and customer experiences
•Keep the focus on making it easy to do business with your organization

LEADERSHIP ACTIONS
•Establish systems and processes to engrain service excellence into the culture
•Identify the leader's role in ensuring commitment and involvement
•Develop a common language for service excellence
•Apply on-going techniques to keep employee engagement at all levels

ABOUT THE WORKSHOP LEADER

Teri Yanovitch is a speaker, consultant and trainer with expertise in the areas of creating a culture of exceptional service, developing customer loyalty, continuous process improvement, leadership development, and teamwork/communications. Companies as varied as Nokia, AAA, Marriott, Johnson & Johnson, Humana, Subway, Rockwell Collins, Westgate Resorts, and Florida's Blood Centers were able to move from "business as usual" to a sharper focus on service and quality with Teri's help.