Step 3: Agenda
Thursday, October 3rd
6:00 p.m. – No-Host Client Dinner at The Greenbrier Resort
Friday, October 4th – (please note earlier start time 😊)
7:30 a.m. – Breakfast – Eisenhower A
8:30 a.m. – Welcome & Introductions– Eisenhower B&C
8:45 a.m. – Brand Differentiating Service / Delivering an Elevated Experience
Presented by The Ritz-Carlton Leadership Center
Any brand not emotionally engaging their customers, risks losing those customers to a competitor that will. Especially in a volatile market, consumers are likely to spend time and money where they feel valued.
At The Ritz-Carlton, creating guests for life is an inherent part of doing business because every Lady and Gentleman is educated in the emotional and psychological aspects of service. With this program, you will learn how our time-tested methodologies foster a culture of personalized service and genuine care. Demystifying the legendary Ritz-Carlton Mystique, we will show you exactly how to anticipate and fulfill unexpressed needs, pivot quickly to customize interactions, and create indelible impressions.
Distinctive Topics:
- 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.
- Optimizing Every Interaction: The five components that customers need and want in a service industry professional, regardless of organization or customer.
- Creating a Legendary Experience: A review of 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.
10:15 a.m. – Break
10:30 a.m. – BrandDifferentiatingService/DeliveringanElevatedExperience,cont.
Presented by The Ritz-Carlton Leadership Center
11:45 a.m. – Break
Noon – WINNING with Creative – “Tailor-Made” Campaigns to Drive Leads,Cases and Connections!
Presented by Network’s Talented Creative Team
1:00 p.m. – Conclusion & Lunch – Chesapeake Bay Terrace
Followed by “free time” to enjoy the beauty and activities at The Greenbrier Resort 6:30 p.m. – Cocktails & Dinner hosted by Network Affiliates – Prime 44 Patio
Saturday, October 5th
7:30 a.m. – Breakfast – Eisenhower A
8:30 a.m. – Digital Media Emergence – What’s New, What’s Coming, Where’s Your Opportunity?
Presented by Emily Frickey, Director of Digital Media
9:15 a.m. – Winning Big: Finding Additional Claims to Maximize Your Client’s Recovery
Presented by Bob Langdon and Kent Emison, Founding Partner sof Langdon & Emison
Do you have cases with serious injuries or fatalities and not enough insurance to cover the damages? Do any of these cases involve an "at-fault" client? In this presentation, Bob Langdon, and Kent Emison, founding partners of Langdon & Emison, will highlight cutting-edge claims with the potential for large recoveries for auto product liability and collision mitigation system claims involving automatic emergency braking, forward collision warning and other safety systems. These claims can add substantial value to your auto and trucking cases. Bob and Kent will also uncover the many hidden defects in vehicles and heavy trucks that can cause crashes to occur or result in more serious injuries or deaths. These claims can provide recoveries even to your "at-fault" clients. This presentation will help you identify claims with potential recoveries far above the underlying insurance.
10:30 a.m. – Break
11:00 a.m. – Client Panels and Roundtable Discussion – Sharing Galore
1:00 p.m. – Conclusion & Lunch – Chesapeake Bay Terrace
