The Results Companies presents
Partnership for Performance Executive Summit
Delivering Customer Experience Excellence through a Superior Service Culture
Proven Strategies, Best Practices and Techniques to Raise Service Levels and Improve Your Customer Experience
The Ritz-Carlton Naples Beach Resort • May 11 – 13, 2016
You’ll never have a product or price advantage again.
They can be easily duplicated, but a strong customer service culture can’t be copied. ~ Jerry Fritz
Achieving differentiation in today’s crowded marketplace is more difficult than ever. In this age of commoditization and social commerce, winning on price and product alone is no longer a winning strategy. Successful companies understand that differentiation and sustainable success is achieved by delivering high-quality service with a distinctive human touch, driven by a culture of Customer Experience excellence. A culture that starts at the top your organization, aligns with your Customer Experience vision and empowers your employees to consistently deliver exceptional service. Easy to say but hard to live, otherwise service excellence would be much more common.
The Results Companies invites you to join us May 11 – 13 as we return to The Ritz-Carlton Naples Beach Resort to examine the self-sustaining service culture and architecture of successful brands. This year’s summit will explore the 12 building blocks of a superior service culture and promises to provide you with the actionable tools, principles and understanding to make your Customer Experience strategy come alive – to make it real, expandable and sustainable.
If you have any questions or require additional information, please contact Lori Brown. We look forward to seeing you this May in Naples, Florida.
|Wednesday, May 11th||6:15 p.m. - 7:15 p.m.||Welcome Reception|
|7:15 p.m. - 8:30 p.m.|| Welcome Address
Opening Keynote Address: Jim Craig, “Miracle on Ice” Goaltender
|8:30 p.m. - 10:00 p.m.||Dinner|
|Thursday, May 12th||8:00 a.m. - 8:30 a.m.||Breakfast & Opening Remarks|
|8:30 a.m. - 11:45 a.m.||Customer Experience and Service Leadership Workshop –
Day 1: Ron Kaufman
|11:45 a.m. - 12:45 p.m.||Beach House Lunch & Panel Presentation by Results Senior Execs|
|1:30 p.m. - 6:30 p.m.||Afternoon Activities: Golf, Spa or Pool/Beachside Leisure|
|7:30 p.m. - 8:00 p.m.||Cocktail Reception|
|8:00 p.m. - 10:00 p.m.||Dining Under the Stars|
|Friday, May 13th||8:45 a.m. - 9:15 a.m.||Breakfast|
|9:15 a.m. - 11:30 a.m.||Customer Experience and Service Leadership Workshop –
Day 2: Ron Kaufman
|11:30 a.m. - 11:45 a.m.||Closing Remarks|
Sessions and times are subject to change.
Featured Sessions and Presenters
Opening Keynote Address
Wednesday, May 11, 7:15 p.m. – 8:30 p.m.
Jim Craig, Olympic “Miracle on Ice” Goaltender
An All-American goalie at Boston University and standout for the Terriers’ 1978 NCAA championship squad, Jim was selected as the starting goaltender for the U.S. 1980 Olympic hockey team. At the Lake Placid games his performance was phenomenal. Indispensable to Team U.S.A.’s epic – what some have called miraculous – upset of the Soviet Union was the play of Jim Craig. In the game against the Soviets, the Americans were outshot 42-16, but Jim made 39 saves, many of the spectacular variety, and his teammates scored four goals to secure the victory. Two days later, against Finland, Jim was again superb, and Team USA won, 4-2, to take home Olympic gold.
Jim uses the same principles from the 1980 Olympics, including a commitment to excellence and a shared dream, to help companies achieve unprecedented levels of success. The methods worked for the “Miracle on Ice” team and they have proven to work in the business world as well.
Often considered to be the backbone of the 1980 Olympic team, Jim Craig famously rose to incredible heights throughout the Olympics and truly demonstrated Herb Brooks’ model of commitment to excellence. Brooks’ principles left a strong mark on Craig, which not only led to the Olympic Gold Medal, but also helped to spawn a successful business career.
Jim will discuss his experience on what inspires the pursuit of excellence in those who achieve greatness. He will cover what is it separates those content with good enough, and with all right, and with the okay… and those who have an unquenchable thirst and drive to make history and establish the highest standards.
Customer Experience & Service Leadership Workshop
Examining the Service Culture Architecture &
Sustainable Advantages of Successful Brands
Thursday, May 12, 8:30 a.m. – 11:45 p.m. (Day 1)
Friday, May 13, 9:15 a.m. – 11:30 a.m. (Day 2)
Ron Kaufman, Bestselling Author and Founder of UP! Your Service
Ron Kaufman is the world’s leading educator and motivator for uplifting customer service and building service cultures.
Rated one of the “Top 25 Who’s Hot” speakers by Speaker Magazine, Ron presents powerful insights and global best practices from working with clients on every continent for more than twenty years. His energetic keynote speeches and workshops have inspired millions.
He is author of the New York Times and USA Today bestseller, “Uplifting Service! The Proven Path to delighting Your Customers, Colleagues and Everyone Else You Meet” and 14 other books on service, business and inspiration. Ron is also the founder of UP! Your Service, a company that enables leaders and organizations to build Uplifting Service cultures for sustainable advantage.
Ron’s experience and passionate commitment to results have been distilled into proven methods to help clients upgrade service performance and build strong service cultures. His unique approaches to learning and leadership have been featured in the New York Times, the Wall Street Journal, and USA Today. Ron was invited to Asia in 1990 by Singapore Airlines and the government of Singapore to create and launch a national service quality training organization.
He is a graduate of Brown University, USA with studies in France, London and Berkeley, California. He is a professional member of the Author’s Guild, Global Speakers Federation and International Association of Learning Providers.
In this interactive Executive/Senior Leadership Workshop, attendees will learn how to build Customer Experience alignment within their organizations, embrace a common service vision and commit to take action as role models for superior service.