Winning With Total Client Experience
Ryan Estis message is a compelling crusade on corporate culture, communication, client acquisition, brand ambassadorship, change and preparing to thrive in the ultra-competitive, hyper connected business environment we now know as the new normal. Ryan approaches the platform prepared to impact the world of work and employee/customer evangelism with powerful ideas, case study examples, in session action planning and energy that makes the moment memorable enough to ensure meaningful outcomes. Ryan blends storytelling from his own personal experiences as a Fortune 500 Chief Strategy Officer with leading research to offer relevant content for today’s progressive Leadership Event, HR Conference, Corporate Retreat or Sales Training/Transformation initiative.
Below, Ryan writes about a recent event he did for the Investment Planning Counsel’s annual conference, and how the IPC’s approach to the “total client experience”:
As Aristotle said, ‘Excellence is not an act, but a habit.’ We’re establishing the habit of excellence.” – Chris Reynolds, CEO of Investment Planning Counsel
I settled into the last row in the Vancouver Convention Center. It was approaching 8 am and the 19th annual Investment Planning Counsel conference was about to kick off. I was giving the closing presentation on day one so I had carved out most of the day to attend the event, learn from the other speakers and prep for my talk.
CEO Chris Reynolds took the stage first and 60 minutes later I had 5 pages of notes and 3 actionable ideas to help improve my business! I am always interested in the opportunity to listen to a successful entrepreneur and learn about his journey. Chris didn’t disappoint. In fact, he gave a passionate presentation about why the business exists, why the work matters, the very BIG opportunity they plan to capture and precisely how they intend to capture it. You could feel the energy elevate in the room around where this business is going. I was particularly moved by his absolute obsession with creating a world-class customer experience and the roadmap they use to deliver. I caught up with him after the conference to dive a little deeper.
DR. LANCE SECRETAN
The Kind of Capitalism We Need Now
Dr. Lance Secretan is widely acknowledged as one of the most insightful and provocative leadership teachers of our time. He is the former CEO of a Fortune 100 company, university professor, award-winning columnist and author of 15 books about inspiration and leadership. He is a thought leader whose teachings and writings on conscious leadership are courageous, radical and ingenious and have been hailed as among the most original, authentic and effective contributions to leadership thinking currently available.
A recent Gallup poll surveying the level of confidence that Americans have in their institutions reveals a frightening truth – big business is ranked second from the bottom, just above (no surprise here) Congress (see chart).
The best employees are attracted to companies that inspire them – they help organizations to excel. Customers buy products that inspire them – they help organizations to grow. The media supports organizations that inspire them – they help organizations to leverage their reputation. We have the most confidence in those people, organizations, ideas, activities and relationships that inspire us most. And we can’t do this from the second to last position.
There is no better system in the world for creating opportunities, employment and raising standards of living, than capitalism. Equally, there is no greater mechanism in our society for doing damage. Therefore, the purpose of every organization is to make a plan, create a corporate culture, establish a leadership ethos and live a set of principles and values that change the world – for the better, not for the worse.
Leadership & Peak Performance Expert
MIND SHIFT – Distracted by the Past
An inspirational and content-rich Keynote Speaker, Ryan Walter draws directly from his Stanley Cup winning 15 seasons as an NHL player, subsequent broadcasting career, diverse business accomplishments, and NHL coaching experience to share the success strategies that must be applied in order for great performance to be achieved. With an emphasis on performance, leadership, team synergy and personal empowerment, Ryan charts a winning course for high performance, leadership and team achievement.
Hockey season is just around the corner, so let’s talk football!
The Seattle Seahawks and Pete Carroll certainly caught my attention over the past few seasons for their play on the field, but recently I have also been impressed by their attention to detail off the field. Let’s go back a few seasons… to a 2013 ESPN article* in which head coach Pete Carroll ssaid,
“I wanted to find out if we went to the NFL and really took care of guys, really cared about each and every individual, what would happen?”
The article continued, “The big idea is that happy players make for better players. Everyone in the facility, from coaches and players to personal assistants and valets, is expected to follow Carroll’s mantras regarding positivity of thought, words and actions. ” ‘Do your job better than it has ever been done before,’ he tells them. Yelling and swearing are frowned upon, and every media interview with a player or coach ends with a thank-you to the reporter.”
Three Strategies to Respond Positively to Negative Feedback
Michelle Ray is an award-winning speaker who helps people and organizations of every description to take the lead, get out of their comfort zones and develop the willingness to risk. As an in-demand business conference speaker, educator and leadership coach, Michelle challenges her clients and audiences to take charge of themselves, shift perspectives and discover their greatest potential.
If you have ever been at the receiving end of criticism, either from a co-worker or manager, it is likely you have found yourself struggling to respond positively…or worse, have defaulted to apologizing when you have done nothing wrong. Even if the criticism is warranted or offered inappropriately, you cannot control the other person’s intention, words or delivery. What you can do is respond in a positive fashion while maintaining respect…for yourself and the bearer of disparaging comments. Whether the feedback pertains to your work, your relationship or a specific situation that transpired between both parties, your goal is to rise above the negativity and respond, rather than react.
Leadership Isn’t a Job
Ryan Estis helps companies and individual contributors embrace change and achieve breakthrough performance. Each live event blends original research with compelling stories that move participants to take action. Ryan has 20 years of business experience working with the world’s best brands to initiate change, inspire innovation and deliver growth. It doesn’t matter what you do, whether you are in the government or private business: Culture drives success
Think about the people who’ve helped you get where you are today. Have you had an extraordinary leader or mentor who’s made an impact on you? If you’re like me, you can clearly pinpoint one or two people who have provided support, guidance, challenge, inspiration and mentorship to help you become the person and professional you are today.
Do they know the impact they made on your life and/or career?
I like to challenge people to consider this question and often encourage them to take the time to let those people know (if they are still able). I missed the opportunity to thank someone who made a huge difference in my life and I regret it to this day.
I also think it’s worth considering: “Who would put you on their list? What impact are you having?”