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.

Designed to dramatically enhance the bottom line of your business, Joey will share: 

• How to maximize the beginning of the customer lifecycle to
  increase engagement
• How to reduce customer churn and increase overall profits
• How to identify your current customer’s journey and then
  enhance it
• The tools you need to transform customers into powerful advocates
  for your brand (the typical businesses Joey works with see an
  increase in profits of 25-100% and an increase in customer
  referrals of more than 30%)

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 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

IMR Breakout – Preparing for Joint Business Planning

Before you meet with your principles, join your fellow IMRs for a facilitated conversation designed to prepare you for a successful joint business planning session.

During the session, you will learn how to align expectations with your Manufacturer and will be given the opportunity to ask questions and speak freely with a professional facilitator. You’ll walk away with the tools you need to ensure that when you enter into a joint business planning session, you’re ready.

Lee Richards

Lee Richards has more than three decades of sales enablement experience. Before joining the Brooks Group, he was the founder and managing partner of Navigant Associates, LLC, a global consulting, training, and research firm specializing in channel sales strategies with a particular focus on industrial markets. He also has led global sales teams for Gardner Denver, Ingersoll Rand, and Solar Turbines, including direct and indirect sales channels.

Manufacturer Breakout – Preparing for Joint Business Planning

Joint Business Planning is not only about setting a goal number and sharing it with your reps. It’s also about listening to and understanding your partners in order to create aligned expectations and reach peak success.

This session is designed to give you the tools you need to build strong, lasting relationships and engage in productive joint business planning sessions with your IMRs.

Denise LaStoria

Denise LaStoria is the founder and Managing Partner of Training Advantages, LLC. She brings expertise in presentation and messaging skills training, expert level negotiations, Extended DISC and Emotional Intelligence, complex B2B selling methodology and sales coaching. Denise has been providing facilitation services since 2001 for organizations including Miller Heiman, Inc., Action Strategies, Accordance and others. She has also developed her own skills-based programs and markets those to various industries, customizing as appropriate to meet the specific needs of her clients. She has worked with various industries including manufacturing, consulting, finance, insurance, and semiconductor, among others. Denise has twenty-two years of sales and marketing experience. In the sales arena, she has sold capital equipment for both manufacturers and distributors in the industrial markets.

Joint Business Planning: Goal Alignment and Forging a Win-Win Plan

How do you make 1+1=3?… Effective Joint Business Plans. This session is designed to walk IMRs and Manufacturers through the joint business planning process.

Partners will discuss strengths, weaknesses, opportunities, and threats and will walk away with clear goal alignment. Use this opportunity to build better strategic value for each other, set expectations, and forge lasting relationships.

Lee Richards

Lee Richards  has more than three decades of sales enablement experience. Before joining the Brooks Group, he was the founder and managing partner of Navigant Associates, LLC, a global consulting, training, and research firm specializing in channel sales strategies with a particular focus on industrial markets. He also has led global sales teams for Gardner Denver, Ingersoll Rand, and Solar Turbines, including direct and indirect sales channels.

Denise LaStoria

Denise LaStoria is the founder and Managing Partner of Training Advantages, LLC. She brings expertise in presentation and messaging skills training, expert level negotiations, Extended DISC and Emotional Intelligence, complex B2B selling methodology and sales coaching. Denise has been providing facilitation services since 2001 for organizations including Miller Heiman, Inc., Action Strategies, Accordance and others. She has also developed her own skills-based programs and markets those to various industries, customizing as appropriate to meet the specific needs of her clients. She has worked with various industries including manufacturing, consulting, finance, insurance, and semiconductor, among others. Denise has twenty-two years of sales and marketing experience. In the sales arena, she has sold capital equipment for both manufacturers and distributors in the industrial markets.

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)

Open Planning Sessions

In this open session, each Manufacturer will host IMRs at their dedicated table to conduct joint business planning, touch base on current plans, or build new relationships.

Take advantage of having all the right people, in the right place, at the right time, and walk away with an exceptional game plan for 2023.

Lee Richards

Lee Richards is the Founder and Managing Partner of Navigant Associates, LLC, a global consulting, training, and research firm specializing in channel sales strategies. With a special focus in the industrial markets, Lee and his partners design, execute and enable channel strategies by leveraging the Channel ACE model of best-in-class channel practices. Prior to founding the firm in 2016, Lee led global sales organizations including Gardner Denver, Ingersoll Rand, and Solar Turbines through both direct and indirect sales channels. His sales experience included expat assignments globally along with partnerships with numerous trade and government organizations. In addition to his professional experience, Lee’s education includes a Bachelor of Science degree in Mechanical Engineering Technology along with an MBA from the University of Houston.

Just Negotiate!

Are your negotiations causing you to give more than you get? Do you feel boxed in? How aware are you of the impact your emotions may have on your negotiation approach?

In 60-minutes you’ll be introduced to the difference between positional and collaborative negotiation styles, the power of understanding interests for negotiation outcomes, and the importance of emotional intelligence for better negotiation results. Research studies show that improved negotiation results in higher revenues for companies and more productive and engaged employees.

Denise LaStoria

Denise LaStoria is the founder and Managing Partner of Training Advantages, LLC. She brings expertise in presentation and messaging skills training, expert level negotiations, Extended DISC and Emotional Intelligence, complex B2B selling methodology and sales coaching. Denise has been providing facilitation services since 2001 for organizations including Miller Heiman, Inc., Action Strategies, Accordance and others. She has also developed her own skills-based programs and markets those to various industries, customizing as appropriate to meet the specific needs of her clients. She has worked with various industries including manufacturing, consulting, finance, insurance, and semiconductor, among others. Denise has twenty-two years of sales and marketing experience. In the sales arena, she has sold capital equipment for both manufacturers and distributors in the industrial markets.

Good Leaders Ask Great Questions (John Maxwell)

“You only get answers to the questions you ask.” John Maxwell Asking the Right Questions is the only way to be informed.

There is no greater challenge to a leader than to set aside the ego that gets in the way of asking questions. In this 90-minute session, we’ll explore the value of questions and the types of questions that leaders might ask themselves as well as their team members. Asking the right question of the right person at the right time is a powerful combination because answers set you up for success.

Denise LaStoria

Denise LaStoria is the founder and Managing Partner of Training Advantages, LLC. She brings expertise in presentation and messaging skills training, expert level negotiations, Extended DISC and Emotional Intelligence, complex B2B selling methodology and sales coaching. Denise has been providing facilitation services since 2001 for organizations including Miller Heiman, Inc., Action Strategies, Accordance and others. She has also developed her own skills-based programs and markets those to various industries, customizing as appropriate to meet the specific needs of her clients. She has worked with various industries including manufacturing, consulting, finance, insurance, and semiconductor, among others. Denise has twenty-two years of sales and marketing experience. In the sales arena, she has sold capital equipment for both manufacturers and distributors in the industrial markets.

“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!

Lite Breakfast

Fuel up your day with a lite breakfast. Options include juices, coffee, tea, and a variety of bagels with cream cheese, butter, and jams. Mini breakfast pastries and fruit will also be available.

Sales Process Training & SalesWerks Certification Update

Take your company to the next level! This session will walk through the ins-and-outs of the ISA Sales Process. Take the opportunity to refine your process to optimize your sales funnel while getting on the same page with all of your channel partners.

Closing out the session will be an overview of the SalesWerks Certification. If you are an IMR, come and hear about new updates, marketing opportunities, and a recertification process. If you are a Manufacturer, find out how to identify the professional rep firms from the pack.