Executive Leadership Session
BNI has teamed up with The Ritz-Carlton Leadership Center to offer an exclusive session for U.S. Executive Directors and key team members on Wednesday, March 25 from 3:30 - 7:30pm (following the conclusion of all pre-conference trainings and orientations).
This session shares the methodology of the legendary Gold Standards of The Ritz-Carlton best practices and processes that has propelled the world-renowned brand. The Executive Leadership Session focuses on memorable customer service experiences and will include:
- Emotional Connection: A discussion about the difference between functional and emotional benefits and why this distinction is critical to brand loyalty.
- The Ritz-Carlton Key Service Principles: An overview of the service principles that lead to authentic connections and the importance of psychology in service.
- Becoming a Service Sensation: The five components that customers need and want in a service industry professional, regardless of organization or customer.
- A Written Service Strategy: It is critical to offer a consistent customer experience. One of the ways this is achieved at The Ritz-Carlton is through the Three Steps of Service.
- The Power of Anticipatory Service: You will review how to anticipate customer needs through their service journey, including how to stay-in-the-moment to increase perception, customer relationship management best practices, and how to leverage surprise and delight techniques.
Through culture transformation and application of The Ritz-Carlton's legendary Gold Standard approach and best practices, attendees can expect to see their service culture dramatically change as they become more engaged and proactively anticipatory towards customers’ needs.
This session is being offered to all U.S. Executive Directors and 1 Key Team Member (per region) for $199 per person. The session will include a working dinner.
To register, please select the 'Modify Registration' option on the right hand side. To register team members, please email Janeen Leppert (janeen@bni.com).
