It's All in the Details
by Barbara Wold, Keynote Speaker
Walt Disney once said, "There's no magic to magic, it's all in the details." How right he was. He understood what it took to create the magic - hundreds of small, seemingly insignificant details repeated perfectly day in and day out to build a "Fantasy world" experience - a world that had never before existed. Fueled by his fantastic vision he took some empty land and some imaginings and created an all-new reality.
What's the reality of your customer experience? ˇ How much time and energy does it take to find out about you? Can potential customers find you easily in directories, on the Web or through your professional associations? ˇ Do you make a positive impression with your logo, your tag line, your packaging and your welcome page? Is your phone system easy to navigate? ˇ Do you give the customer the impression that it will be a joy to have them as a customer when they do buy? Do you make it easy to buy? Do you thank them for their business? ˇ After a prospect has bought from you and becomes a customer, what do you do to make sure they're using your product or service in the best way for their unique needs? ˇ Do you make it easy for them to find information and to ask questions? Do have maximum response times for answering emails and phone messages? ˇ Are your phone messages kept up to date and changed daily or weekly so customers know about special events and promotions. ˇ Are you accessible both physically and emotionally? What are the dozens and dozens of details in your business that could create magic?
Details... details... details... They're critical to the success of every experience you provide for your customers and prospects. Look at the 'ordering' experience, the 'calling' experience, the 'returning' experience, the 'browsing' experience, and the 'aprés sale' experience. You get it. Now, make a list of ALL the details that make up the customer experience and ask what you can do to make them each a little better. Get the whole team involved.
Put yourself in Walt's shoes and create some magic! "It's kind of fun to do the impossible." Walt Disney, entertainment icon
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ROI, SEO, and other Acronyms by Roger Peck (May 6th 1- 2 pm workshop)
Disney/Pixar's Finding Nemo is a delightful movie about a father and son clownfish. One of its many cute moments is the gathering of sea gulls who's only words are, "Mine". As a potential meal appears, the sea gulls all chime in "Mine, mine, mine, mine". Today's business environment has become a sea (pardon the pun) of companies all shouting, "Mine, mine, mine." Your competition is no longer just down the street, it may be half way around the world. The internet has made it possible for small businesses to compete with giant corporations. But with over one trillion web pages now in existence, what is the best way for your "Mine" to get heard? SEO (search engine optimization), Facebook, Twitter, Linkedin, adwords all provide ways to market your website. Some are free, while others can cost several thousand dollars. So how do you sort out where to begin with all of this? I instruct my clients that the first step in the process is to evaluate ROI (return on investment). Many will argue that starting with the "free" approach is the best avenue to take since there is no cash outlay. "Not so fast", is my response. SN (social networking) sites may be free in terms of dollars and cents, but the time required to keep up these sites can cost you valuable time; time that might be better spent elsewhere. Stephen Woessner, author of "Search Engine Optimization" is currently studying the ROI of social networking sites for small business. His data so far leads him to believe that small business is not reaping financial rewards in relation to the time invested in keeping up SN sites. Before spending any money or time on various web "enhancements", ask yourself, "What avenues are truly best for MY business?" If you are not sure, consult with someone you trust and also take a look around the web at your competitors to see what they are doing. A little time and research BEFORE you begin may save you both time and money. And that is what ROI is all about!
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State Legislation Permits Compensatory & Punitive Damages for Discrimination by Mindy Dale, Weld, Riley, Prenn, & Ricci, S.C. (May 6 10 - 11am workshop)
 On June 8, 2009, Governor Doyle signed into law Senate Bill 20 (2009 Wis. Act 20) which permits a person or the Department of Workforce Development ("DWD") to bring a claim in circuit court to recover compensatory and punitive damages caused by discriminatory employer actions. Before this law, the Department of Workforce Development could order the employer to take action, such as reinstating the employee, providing back pay, and paying costs and attorney's fees. However, the law did not permit DWD to order payment of compensatory or punitive damages.
Under the new law, if an employer is found to have engaged in discrimination, unfair honesty testing, or unfair genetic testing, upon the completion of the administrative proceedings, the employee or DWD may bring an action in circuit court against the employer or employment agency that engaged in discrimination, unfair honesty testing or unfair genetic testing to recover compensatory and punitive damages caused by the violation, plus reasonable costs and attorney's fees.
When the employee brings an action in circuit court, the Court (or a jury) may order the employer to pay the person discriminated against, compensatory damages (this includes future economic losses, pain and suffering, emotional distress, mental anguish, loss of enjoyment of life, and other non-economic losses) and punitive damages (allowed if the employer acted maliciously toward the employee or acted with intentional disregard of the rights of the employee). Those damages are in addition to any back pay or any other amounts awarded.
Compensatory and punitive damages are capped based on the size of the employer as determined by the number of employees on each working day in each of 20 or more calendar weeks in the current or preceding year. They are as follows: 15 - 100 employees: $50,000 101 - 200 employees $100,000 201 - 500 employees $200,000
501 + employees $300,000
The new law does not apply to any local governmental unit as defined in § 19.42(7u) or employers with fewer than 15 employees. Also, if payment is ordered because of a violation by an individual employed by an employer, the employer is liable for the payment.
While the caps above mirror the caps applicable to federal claims under Title VII, the new law has broad implications for Wisconsin employers, as the list of protected classes to which the law applies is much greater. Punitive damages are now potentially available, for example, if an employer discriminates on the basis of marital status, sexual orientation, arrest or conviction record, or use or nonuse of a lawful product off the employer's premises during nonworking hours.
This article should not be construed as legal advice and is intended for general informational purposes only. If you have any questions regarding this article, you should consult your legal counsel.
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| "Living a Balanced Life" by Debbie McRoberts (May 6 1-2 PM Workshop)
We all know the feeling, we're in-sync, tasks are easy, ideas are flowing, things run like clockwork...we're in a state of perfect balance, and life's good. AND we know the opposite, swimming upstream, nothing's clicking, we're trying too hard...life's out of balance, and we're drained.
Neuro Linguistic Programming (NLP) principles, among other healing modalities, offers some tools for balance in the moments we need it most, with co-workers, clients, family, neighbors, relationships, and responsibilities. Einstein said, "We can't solve problems with the same thinking that created them", so be prepared to suspend some beliefs and allow new paradigms into your thinking today.
NLP is about how our thoughts influence our behaviors. Our thinking determines how we're feeling which in turn influences how we're acting and finally what we're attracting. If we're thinking frustrating thoughts, we're likely to feel frustrated, and thus act frustratingly, (bump into things, drop keys, drive too fast, etc), and consequently attract frustrating experiences (copier down, line's are busy, schedule changes, parking spots taken, speeding ticket, etc).
Join Debbie, Master NLP Practitioner and Certified Life Coach, for ways to break these patterns with easy, small steps until you're naturally more in balance and getting more of what you want in life.
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Keynote Speaker
International Speaker, Retail & Consumer Expert Barbara Wold is an internationally known speaker and authority to the retail and consumer industries. More than 40 years of firsthand retail experience in executive and sales management, marketing and repositioning have made Ms Wold as one of retail's most sought after speakers and consultants. Ms Wold is an authority on building business through customer driven strategy and maximizing human assets. Her areas of expertise include customer care, marketing strategy, consumer buying patterns, image, sales and service quality, public relations, redevelopment and tourism, which truly make Wold a master in the retail industry. Barbara works with many downtowns and cities that are going through revitalization in an effort to boost their economic viability. | |
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There is still time to be a sponsor for the 2010 Conference!
This conference has established several unique opportunities for businesses to network and learn valuable information about the regional economy, marketing, and human resources.
The conference provides a regional forum for discussing employment best practices, marketing concepts, planning and communication related to business development and expansion. The agenda attracts a truly dynamic and diverse audience, including: company managers and owners, community leaders, public sector partners, state policy makers, community planners, and more. You won't want to miss this unique and valuable opportunity to support the businesses of northwest Wisconsin!
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