• How to Help & Serve Your Customers NOW & Seamlessly Transition to "Business Abnormal" LATER

• How to Step Up & Lead in a Crisis:
Three Critical Do's and Three Critical Don'ts

• How to Market & Keep Selling in Tough Times:
Without Being Tone Deaf or Insensitive to Serious Situations

• Managing Your Diverse Team Through a Crisis:
Why a One-Size Fits All Approach Won't Work – and What Will

• How to Work With & Lead RIGHT NOW:
From Crisis to Control, From Panic to Plan

• How to Help & Serve Your Customers in a Virtual World:
Growing Sales & Loyalty Without Personal Customer Contact

We all know that a diverse workforce leads to better decisions and solutions - it has been proven to grow business and profits.

But when the person in the next cube or office is different from you, friction can arise. Different people may not see eye-to-eye on an issue. They may have vastly different approaches to work. Their communication styles may be very different. Their comfort in working with technology may be miles apart. They may see work as a formal environment or one that is casual. They may even have different reasons and motivations for working in the first place. Cultural backgrounds and norms can differ. Even men and women can see situations differently. How do you work alongside someone who may be quite different from you, respect those differences and be effective in your role?

And what about leading a diverse team? Leaders face daily the challenges of inspiring, communicating and executing strategy with their teams. Now imagine the challenges of leading teams that may be incredibly diverse! How does one motivate and lead groups of people who come from different backgrounds? How do you do that when people are motivated by different values and view the world and work through different lenses? This session will cover the many ways we can be different from one another and how those differences manifest themselves in work situations. It will show how employees can succeed in today's diverse workplace without losing their minds or becoming frustrated by approaches to work that may differ from theirs. For those in leadership positions, or those who aspire to manage and lead others, this session will identify key ways in which you can effectively communicate, guide, and lead associates and colleagues who are not like you.

Whether you're working with internal associates or external clients and customers, it's imperative that you know what motivates people - and what doesn't. Leadership isn't about seniority or position - it's about influence, forming connections and building trust. It's the ability to move the business forward.

Regardless of gender, age, life stage, race, ethnicity or even communication preference, you'll learn to create a deep, values-based connection between you and your associates, clients and prospects.

The New Market Segmentation
Our marketing environment has become more complex, and consumers have become more sophisticated. Diversity marketing is the new norm, and this doesn't simply mean racial diversity. Diversity comes in many forms: gender, race, age, lifestage, language preference, sexuality, and hobbies or special interests are all ways in which people's differences are recognized.

By recognizing these differences and tailoring your product, message or marketing efforts to reflect consumers' uniqueness, you are validating the importance of a consumer group. It may be counterintuitive to focus on differences rather than similarities, but this can really stretch your marketing muscles and bring incremental results.

Every Leader's Guide to Making Progress on Diversity, Equity & Inclusion
Diversity, Equity & Inclusion is currently the HOTTEST topic in business, and everyone wants to "do better and be better" in this area. This session focuses solely on how businesses can make real progress with a conversation few know how to have. It does NOT cover activism or social injustice. It covers the HOW of DE&I, not the WHY.

Full of insights and no-cost, actionable takeaways, as well as "real talk" and specific examples of do's and & don'ts, this session move attendees/readers from "unsure and uncomfortable" to "prepared and confident".

This topic covers:
•The well-intended things people say that or hurtful of offensive to others
•The excuses people use to avoid doing anything about diversity
•How to talk about race in helpful and positive ways: do's & don'ts
•Answers to tough employee questions or racist remarks
•Where to start when you are unsure where to start - an 8-step process that will detail how to become a more diverse organization
•How to build business relationships with people who are different than you
•Shows leaders how to set the example, reduce tokenism, and deal with naysayers and derailers
•How to avoid "Launch & Abandon" with your diversity efforts.

How to Delight & Engage the Customers Your Competitors Don't Understand
Learn how companies, brands and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service.

A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, lifestyle and geographic differences in order to meet or exceed customers' service expectations.

This session will cover core customer groups, including women, the five generations (Matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics, Asians and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes. Includes consumer insights that will help you deliver a better business experience for every customer.

You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer experience. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever in today's competitive business environment.

And terrific customer service doesn't have to break the bank: it's about understanding your customer's values and catering to their priorities.