thE EducatioN coNNEctioN
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The Experience Quotient: Using the Power of‘ Yes, and’ to Improve Your Employee and Customer Experience
“ To win in this market, you’ ve got to own the mindshare of your customers and employees with a great experience”
SPEAKER: Mike Ganino this session Will connect you With … the stories that shape your brand, so you and your business can thrive. These experiences create the stories that shape your brand, culture, and business. You’ ll learn to understand that by listening to the stories your employees and customers tell, that you can create and maintain the business you want.
session description: Empathy. Connection. Creativity. Listening. Collaboration— these are skills that everyone can use to boost performance, increase engagement and find happiness anywhere. They’ re what’ s required to create a remarkable experience, and they’ re also at the heart of improvisational theater, which has a lot to teach us about connecting with each other. The skill of improvisation leads to deeper connections, stronger leadership, better teams and performance breakthroughs. In this session, you’ ll learn how to take more risks, create more collaboration, improve service, drive innovation, connect with anyone and build remarkable relationships. You’ ll master the concept of“ yes, and...” to improve your everyday work.
top 3 takeaways you Won’ t go home Without: 1. Learn how to improve the employee experience and boost the client experience 2. Discover ways to become a more positive, authentic leader who influences others 3. Respond more positively in fast-moving situations
lEadErshiP aNd MaNagEMENt
THE SECRET POWER OF SPA FITNESS: Linking Departments
“ Attendees will learn that fitness can be the hub of all promotion, wellness and camaraderie amongst all spa-goers in a spa, and we often under-use and undervalue this department”
SPEAKER: Lawrence Biscontini this session Will connect you With … practical suggestions, based on those used by successful international spas, that will connect participants with ideas that work. This session features open-ended conversation; the goal is to see how various spas incorporate the suggestions we discuss to connect those present at the session.
session description: Join Spa Consultant and Mindful Movement Specialist Lawrence Biscontini, MA, for an in-depth, practical approach to CONNECT all spa departments using the group movement and personal training areas as a main hub. Learn marketing, sampling, and cross-promoting skills and strategies to boost your wheelhouse of overall spa branding and sales skills.
top 3 takeaways you Won’ t go home Without: 1. Learn how to use fitness department and staff as a hub to unite all other spa departments 2. Understand how to incorporate products and samples from retail into spa movement experiences 3. Discover how to use personal trainers and spa movement instructors / teachers as true spa ambassadors to boost retail, revenue and retention
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38 PULSE ■ September 2018