• 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

  • 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

  • Companies Don’t Solve Problems.
    People Do.

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

  • 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.

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

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

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

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

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

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

  • 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.

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

  • 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.

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

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

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

  • 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.

  • 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.

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

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

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

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

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

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

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

  • 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.

Orchestrate a Culture of Rock Stars

Do you wonder what the magic is behind the most successful companies? OR how YOU can become the next success story? Rock star performances are driven from individuals with fundamental skills who are nourished by a dynamic, responsive and engaging corporate culture. This session will explore how leaders can cultivate a garden of rock stars by building a culture of reliability, accountability, and responsibility plus leading powerfully, passionately and purposefully.

Attendees will learn how to build a corporate culture where employees are self-directed, creative, innovative, and take ownership. Discover the questions to ask employees to determine what contributes to or detracts from their ability to deliver excellent customer service. Employees want to do a good job. Finding out what they need and providing them the tools, processes, etc. allows for improved productivity, profitability and customer satisfaction.

Ms. Durkin will highlight a US manufacturing facility and describe the methodologies that created outstanding results: remarkable inventory reductions of 35%, customer satisfaction increase from 59% to 80%, service revenue increase from 30% to 60% and total revenue growth from 385k to 8.1 million in 18 months.

  • Discuss fundamental characteristics that allow an individual to deliver a stellar performance
  • Identify strategies to recognize and capitalize on individual strengths and exploit them
  • Utilizing trust as the foundation of a responsibility-based culture
  • Define a seven step engagement process that drives bottom-line results
  • Outline techniques to effectively motivate, coach and develop high potentials

Core Drivers for Generational Integration

Workplaces today are generational melting pots.  Knowing how to properly manage and motivate individuals with distinct experiences, values, and needs can mean the difference between a profitable company and one that fails to thrive. Never before has there been such a diversity of generations in the workforce as the Veterans (1922 – 1946), the Boomers (1946 – 1963), the Xers (1963 – 1980), Gen Y (1980 – 2000), and Gen Z (2001 - present) fill offices throughout the country.

Core Drivers for Generational Integration teaches company leaders how to effectively manage today's multigenerational workforce by first understanding the unique values and needs that fuel the beliefs and behaviors of each generation while teaching strategies for good employee relations between all generations.

  • Discover what drives the new generations and how to satisfy their need for work-life balance to increase employee retention
  • Understand the typical traits, expectations and needs of the various generations that coexist in the workplace.
  • Recognize the impact and effect of generational values in the workplace.
  • Learn how to effectively motivate, coach and develop employees from different generations.
  • Understand how the various generations can coexist for maximum results.

Creating a Culture of Reliability, Responsibility, and Accountability

In the past few years, some companies have not just weathered the economic storm; they’ve actually emerged stronger than ever. The question is: How did they become the exceptions? These organizations deepened their engagement with employees and created a culture that drives reliability, responsibility and accountability.

Come to this session and learn how to build a corporate culture where employees are self-directed, creative, innovative, and take ownership. Learn the questions to ask employees to determine what contributes to or detracts from their ability to deliver excellent customer service. Employees want to do a good job. Finding out what they need and providing them the tools, processes, etc. allows for improved productivity, profitability and customer satisfaction. Leaders can ensure a “positive service climate” and increase profits if they learn how to nurture the culture of employee engagement, trust, and accountability.

  • Understand how to create a responsibility-based culture where innovation and creativity are paramount.
  • Explore engagement and empowerment that creates productivity and profitability.
  • Learn the 7 step process to engaging and empowering employees.
  • Gather an outline of the recognition and reward systems that emphasize excellent service.
  • Outline the accountability and role modeling that needs to be employed by managers.

Supercharge Your Organization with A+ Attitudes

Would you believe that 72% of all HR and hiring managers base their hiring decisions on skills and experience despite the fact that 53-89% of new hire failures are due to attitudinal issues?

In Supercharge Your Organization with A+ Attitudes, Dianne Durkin will explore how managers can focus their efforts to hire employees with the best attitudes by focusing on establishing universal questioning strategies to uncover attitudes that match the corporate culture and will lead to long-term engagement.

Attendees will gather valuable techniques to identify, filter, and hire not only talented candidates, but also those with the best attitudes that will supercharge the organization!

  • Discuss the costs associated with hiring the wrong attitude for your organization
  • Discover what types of attitudes will work best for your organization
  • Learn how to read between the lines to uncover positive attitude
  • Understand how to create a questioning strategy that will uncover attitude as well as skills and expertise of the person.
  • Establish an interviewing standard for all your organization’s hiring managers to utilize

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