Think Like a Leader and Position Yourself for the Future.

Never Lose a Customer Again: Creating Remarkable Experiences in The First 100 Days® to Gain a Customer for Life

Losing customers is the biggest threat facing businesses today – and yet most companies don’t even realize it. After making huge investments of time, money, and energy to acquire new customers, most companies see between 20-70% of those customers disappear in less than one hundred days.

In an engaging and entertaining keynote, Joey Coleman will introduce you to The First 100 Days® methodology – a way of approaching your customer experience and customer service efforts that will turn new customers into lifelong fans. His presentation will feature research and case studies showing the importance of making a great impression and creating a remarkable experience in The First 100 Days of the customer lifecycle.

Joey Coleman

For nearly twenty years, Joey has helped organizations retain their best customers and turn them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. His First 100 Days® methodology helps fuel the successful customer experiences his clients deliver around the world. In his Wall Street Journal #2 best-selling book, Never Lose a Customer Again, Joey shares strategies and tactics for turning one-time purchasers into lifelong customers – while dramatically increasing profits along the way. As a recognized expert in customer experience design and an award-winning speaker at national and international conferences, Joey specializes in creating unique, attention-grabbing customer experiences. He works with companies ranging from small start-ups, to large Fortune 500s, with hundreds of mid-size businesses in between.

Opening Reception on the Garden Terrace

ISA Networks will mix and mingle outdoors under the hanging lights of the Hyatt’s beautiful Garden Terrace. Generous food stations will line the terrace complete with charcuterie, pub-style sliders, street tacos, and a build-your-own poutine station. Enjoy a full open bar as you network and make new connections.

Dress is casual.

Lite Breakfast

Start your morning off right and fuel up your day with a lite breakfast. Options include juices, coffee, tea, and a variety of breakfast sandwiches:

• Baked scrambled egg with sharp cheddar and bacon on an English muffin
• Egg whites with sausage and pepper jack cheese on a croissant

Understanding Business Cycles Using Rates-of-Change

Many of us have heard about business cycles, but what is it and how do we quantify it? Measuring the business cycle can help us understand where we are today and where we are heading tomorrow.

This session will walk attendees through how to calculate Rates-of-Change (the bedrock upon which the forecasting process is built) and the importance of business cycles – what they are and how they work. By using real data, leading indicators, business analytics tools (included with registration), and case studies, attendees will improve their understanding of the bigger economic picture impacting their company and this channel.

Patrick Luce

Patrick Luce is a vital member of ITR Economics’ team of expert economists. He lends his expertise to client reports, forecast reviews, research, and frequent communications with clients. Patrick double-majored in finance and economics at the University of Tampa and went on to earn a master’s degree in economics from the University of South Florida.

His accomplishments include serving as a panel member and moderator for Institute of Strategic Policy Solutions events, serving as a contributor to the American Water Works Association Manual M1, presenting at AWWA Utility Management Conferences, and publishing insights in the Florida Water Resources Journal.

Prior to joining the ITR Economics team, Patrick worked as a management consultant, specializing in financial and economic modeling for local government agencies. Additionally, Patrick is an adjunct professor at his undergraduate alma mater, where he teaches courses in macroeconomics.

Think Like an Economist: Build Your Rates-of-Change and Analyze Relationships in the Economy

Don’t just learn about economics… In this session, attendees will be “getting their hands dirty.” Using your own company data*, you will calculate your rates-of-change, evaluate where you are along the business cycle, and read the internal trends of your data to get an idea of where your momentum is heading.

We will come back together as a group and use ISA’s powerful and easy-to-use tool Top Line Pulse (TLP). All attendees will have access to this tool and in this session, we will practice using TLP using sample data and evaluate relationships within the economy.

*Attendees may also use sample data sets provided by the instructor.

Patrick Luce

Patrick Luce is a vital member of ITR Economics’ team of expert economists. He lends his expertise to client reports, forecast reviews, research, and frequent communications with clients. Patrick double-majored in finance and economics at the University of Tampa and went on to earn a master’s degree in economics from the University of South Florida.

His accomplishments include serving as a panel member and moderator for Institute of Strategic Policy Solutions events, serving as a contributor to the American Water Works Association Manual M1, presenting at AWWA Utility Management Conferences, and publishing insights in the Florida Water Resources Journal.

Prior to joining the ITR Economics team, Patrick worked as a management consultant, specializing in financial and economic modeling for local government agencies. Additionally, Patrick is an adjunct professor at his undergraduate alma mater, where he teaches courses in macroeconomics.

Lunch

Enjoy a hot “Italian Extravaganza” lunch buffet sure to satisfy any palate! Options will include hot pasta fagioli soup, a display of fresh focaccia and grissini with olive tapenade and herbed bread dipping sauces, an antipasto salad spread, and entrees like:

• Meatballs with Tomato Sauce and Shredded Mozzarella
• Mushroom Marsala Bone-In Chicken
• Red Lentil Pasta, Ratatouille Vegetables, Roasted Portobello, Crispy Chickpeas, and Roasted Garlic (V)
• Coffee-Choco Cake
• Lemoncello Pannacotta (GF)

Forecasting: Peek Into the Future

Knowing where your business is today is good… but knowing where it will be tomorrow is better! In this session, attendees will learn about leading indicators, how to spot changes in the business cycle before they take place, and most importantly, what specific steps they should take to capitalize on those changes and proactively plan for what comes next. Learn how to peek into the future and take one step closer to thinking like a CEO.

Patrick Luce

Patrick Luce is a vital member of ITR Economics’ team of expert economists. He lends his expertise to client reports, forecast reviews, research, and frequent communications with clients. Patrick double-majored in finance and economics at the University of Tampa and went on to earn a master’s degree in economics from the University of South Florida.

His accomplishments include serving as a panel member and moderator for Institute of Strategic Policy Solutions events, serving as a contributor to the American Water Works Association Manual M1, presenting at AWWA Utility Management Conferences, and publishing insights in the Florida Water Resources Journal.

Prior to joining the ITR Economics team, Patrick worked as a management consultant, specializing in financial and economic modeling for local government agencies. Additionally, Patrick is an adjunct professor at his undergraduate alma mater, where he teaches courses in macroeconomics.

Forecasting Competition: A Battle of the Breakout Groups

Pull everything you learned together and compete against your peers for the gold star and bragging rights! In this competitive session, small breakout groups will work through a case study including data analysis, market conditions, competitive landscape, etc.

Groups will have the opportunity to analyze their own sample data, market-relevant indexes, and leading indicators to chart their course to success. Teams will act as company leadership developing a presentation delivered to a mock Board of Directors. All are competing for a grand prize as well as being the envy of your peers. Extra points given for innovation, creativity, and fun!

Patrick Luce

Patrick Luce is a vital member of ITR Economics’ team of expert economists. He lends his expertise to client reports, forecast reviews, research, and frequent communications with clients. Patrick double-majored in finance and economics at the University of Tampa and went on to earn a master’s degree in economics from the University of South Florida.

His accomplishments include serving as a panel member and moderator for Institute of Strategic Policy Solutions events, serving as a contributor to the American Water Works Association Manual M1, presenting at AWWA Utility Management Conferences, and publishing insights in the Florida Water Resources Journal.

Prior to joining the ITR Economics team, Patrick worked as a management consultant, specializing in financial and economic modeling for local government agencies. Additionally, Patrick is an adjunct professor at his undergraduate alma mater, where he teaches courses in macroeconomics.

“Choose Your Experience” Activity

Hungry and ready to network, but not sure where to go? We’ve got you. Explore what Orlando has to offer during this “Choose Your Experience” activity. The directions are simple…

Step One: Select a location. We’ll have groups going to The Pointe, ICON Park, and Disney Springs.

Step Two: Grab your destination’s designated wristband. During the Network Receptions, grab a cocktail and mingle to form a group of other attendees heading to your destination.

Step Thre: Enjoy your night out on the town in Orlando!

Destination Option 1: The Pointe

 Walking Distance of the Hotel

The Pointe is playtime for grown-ups, with or without the kids! At The Pointe, you can samba into the early morning hours, sip martinis under the stars, chuckle at stand-up comedians, and experience blockbuster movies in 4DX. These are just a few of the unique and memorable experiences waiting for you at Orlando’s open-air entertainment destination, featuring local and brand-name restaurants, bars, nightclubs, a 20-screen movie theater, a comedy club, and family attractions.

Destination Option 2: ICON Park

Walking Distance of Hotel

Your trip to Orlando is not complete until you visit ICON Park and ride The Wheel. ICON Park is an entertainment destination featuring fun and games that everyone can enjoy. You can spend your day exploring over 50+ amazing restaurants, funky bars, boutique shops, and amusement park rides. Whatever your interests or favorite ways to have fun, ICON Park is the place for you.

Destination Option 3: Disney Springs

Transportation Required

Disney Springs is a themed retail, dining and entertainment center inspired by Florida’s charming waterfront towns, historic architecture and natural beauty. The sprawling promenade features 4 distinct neighborhoods―The Landing, Marketplace, West Side and Town Center—built around bubbling springs. From shopping, to dining, to entertainment… Disney Springs promises a night you won’t forget!

My Journey from Emerging Leader to C-Suite Executive – A Fireside Chat

Get candid with Maria Ford, President of North America Industrial/Commercial Sales & Marketing at Stanley Black and Decker.

In this relaxed “fireside chat” style interview, Kayla Jane McLaughlin with Surpless Dunn will ask Maria a series of great questions that will shed light on Maria’s journey within the industry which started over 20 years ago. Maria will discuss how she got started, the highs and lows throughout her career, the challenges she faced and how she overcame those challenges.

You’ll be inspired by her story, how she got to where she is today, and her passion for the industry. The interview will end with Q & A time from the audience so come ready with your questions!

Maria Ford

Maria Ford is the President of North America Industrial / Commercial Sales & Marketing at Stanley Black & Decker, Inc. An experienced president with a demonstrated history of working in the consumer goods industry, she is a strong sales professional skilled in market planning, sales, sales operations, sales management, and pricing strategy. She is the immediate past chair of the ISA Board of Directors.

Kayla Jane McLaughlin (Moderator)

Kayla Jane McLaughlin is the Director of Digital for Surpless Dunn & Co, Inc, a manufacturer’s representative based in Chicagoland. After graduating from the University of Dayton with a degree in Supply Chain Management and Accounting, she pursued a full-time career in the industrial world. Today, she is primarily responsible for the development of E-Commerce channels, and the design of ERP and CRM systems that best serve the customer’s needs in an ever-changing environment.