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