• Companies Don’t Solve Problems.
    People Do.

  • Leadership IQ being equal, it is believed emotional intelligence – how we manage ourselves, our emotions and the emotions of others – accounts for 85 – 90% of what separates the most outstanding leaders from their peers.

  • It costs 10 times more to gain a new customer than it does to keep an existing customer.

  • Corporations can work five times harder and spend five times more money to gain new customers, or they can keep the ones they have.

  • First, people don’t grow and change much unless they’re in a supportive environment where people know what they want to do and encourage them to do it.

  • People are the core strategic asset. To be successful, a company must listen, involve, encourage, nurture, support, empower, and reward all its constituencies.

  • 25 of every 27 customers who have a bad experience fail to report it because they don’t believe anything will change.

  • Learn something every day. Never stop learning.

  • 78% of consumers say their most satisfying experience occurred because of a capable and competent customer service representative.

  • Leadership is being the best you can be, and helping others be the best they can be.

  • 50 – 70% of how employees perceive their organization can be traced back to the actions of one person – the leader.

  • It is estimated that 80% of mergers and acquisitions that occur today fail to meet initial expectations.

  • No one of us is as smart as all of us – when teams function well, miracles happen.

  • A survey of 350 executives across 14 industries, 68% confirmed their companies experienced unanticipated problems in their change process. – International Consortium of Executive Development Research.

  • Personally, I am always ready to learn, although I do not always like being taught. Winston Churchill

  • The great thing in this world is not so much where we are, but in what direction we are moving. Oliver Wendell Holmes

  • The key to building a culture based on Trust and Personal Responsibility is getting all employees to be committed to the organization’s Vision and the Values That Build Trust.

  • The brighter you are, the more you have to learn.

  • Change is constant. To implement change you must listen, engage, and empower individuals in the change process.

  • 70% of organizational changes fail and these failures can be traced to ineffective leadership.

  • The number one fear in the world is public speaking. “You” vs. “I” messages are powerful tools for capturing your audience’s attention.

  • The quality of a person’s life is in direct proportion to their commitment to excellence, regardless of their chosen field of endeavor. Vince Lombardi

  • "High performing organizations are constantly focusing on improving their capabilities through learning systems, building knowledge capital and transformational learning throughout the organization.” - Ken Blanchard

  • Effective coaching is a key method for increasing productivity and profitability in an organization. Recent studies have shown that 85% of the workforce wants holistic coaching so that they can continually improve and grow.

  • If you want 1 year of prosperity, grow rice. If you want 10 years of prosperity, grow trees. If you want 100 years of prosperity, grow people. – Chinese Proverb

  • Employee loyalty builds customer loyalty, which builds brand loyalty. It’s as simple - and as difficult - as that.

  • 85% of business leaders agree that traditional differentiators alone are no longer a sustainable business strategy.

  • The key to keeping customers satisfied and loyal is to value and train employees while making them an integral part of corporate success.

MS. NH SR America

Portsmouth Herald - City Woman Crowned at 61

By Shir Haberman
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November 25, 2008 6:00 AM

clip_image001PORTSMOUTH — Beauty, brains and the desire to make the world a better place. These are just some of the traits that garnered local resident and business owner Diane Durkin the title of Ms. New Hampshire Senior America on Sunday night in Manchester.
This was Durkin's first time in the competition, and she came out the winner.
"I did it on a whim," she said Monday. "A friend dared me to do it."

The 61-year-old Durkin owns and operates The Loyalty Factor LLC, a training and consulting firm that educates executives, managers and employees in ways to build customer and brand loyalty. She said her training as a public speaker helped her to earn the title.

"I'm a motivational speaker," she said. "My talent (in the contest) was I did a brief presentation about the rapport necessary for building solid relationships."

In addition to the talent portion, the pageant also involved interviews with the judges, an evening gown competition and the definition of a goal contestants wanted to achieve in becoming the 2009 Ms. New Hampshire Senior America.

"Mine was to be the absolute best you can be — and help others to do the same by learning something new every day, sharing that knowledge with others, acting with integrity in all you do and using those simple two works — thank you," she said.
As an entrepreneur and former senior manager with such companies as Gulf Oil and Digital Equipment Corporation, Durkin has more than 25 years of experience in training, finance and international marketing. Durkin is also the author of "The Loyalty Advantage" (AMACOM, April 2005) and "Blueprint for Success" (Insight Publishing, March 2008).

She has been featured in The New York Times, Wall Street Journal, Fortune magazine, USA Today, Investor's Business Daily and The Boston Globe, among numerous other publications.

Durkin said holding the title is "like having another job" because of the number of appearances she will be making over the course of her one-year reign. However, Durkin sees this as a challenge and an opportunity to spread her own personal gospel.
"I believe 60 is the new 40, and I want to get out there and make people feel like they can still achieve at 70, 80, 90 years old," she said. "What (winning this title) means it that there are lots and lots of opportunities for those of us who are in our age of elegance."

It is obvious that Durkin has no plans to retire any time soon.

"I plan to write another book, and I continue to be an adjunct professor at UMass-Lowell and Plymouth State," she said. "I love what I do."

Winning the title could also help Durkin grow her firm, she said.

"I think it will help my business," she said. "I've made a lot of national contacts already."
She also said she loves the many new opportunities being Ms. New Hampshire Senior America is providing for her.

"Someone told me: 'This is going to be a whole new life for you,'" Durkin said. "I've already made three appearances since winning the title yesterday, and one was at the Veterans Nursing Home in Tilton.

"Everyone wanted to take a picture with me," she said. "I loved putting smiles on the faces at the nursing home."

Durkin's win is the first step in becoming Ms. Senior America. The national competition will take place in Atlantic City, N.J., in November of next year.

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