• 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.

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

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

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

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

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

  • 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

  • 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.

  • "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.

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

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

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

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

  • Learn something every day. Never stop learning.

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

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

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

  • 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.

  • Companies Don’t Solve Problems.
    People Do.

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

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

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

  • 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.

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

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

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

Testimonials

Dianne Durkin has received many accolades in her 17 years as a speaker. For her collection of reviews, visit www.diannedurkinreviews.com

Magnetic Leadership: The R.E.A.L. Approach, Retaining, Engaging and Attracting Loyalty

What is magnetism is somewhat of a mystery. One thing that is certain, magnetism has special properties that create a force to attract objects. The same is true with leadership. Magnetic Leaders create a force around them that attracts and retains the right people, at the right time, in the right place. Come to this session and learn how Magnetic Leaders energize the inner powers of their organizations despite the outer pressures.

Learn about the irresistible force of superior leadership and how its magnetism results in increased productivity and corporate profitability.

  • Understand how to create a responsibility based culture where innovation and creativity are paramount.
  • Discover how to recruit the greatest people, have enough self restraint to allow them to use their brains, and retain them for the long term.
  • Learn about engagement and empowerment that creates productivity and profitability.
  • Learn the appreciation techniques that will create a fortune of commitment.  
  • Understand the magnetic techniques of building loyalty.

Upcoming Speaking Engagements

   

Contact Center Pipeline 
October 3, 2018

Sparking Creativity & Innovation in the Call Center
NH 

SHRM HR Conference
October 17, 2018

The Workforce of the Future: Prepare for these Trends & Changes
Fort Worth, TX 

Maine Health Care Association Conference & Expo
October 18, 2018

It's a Beautiful Day in the Neighborhood: What We Can Learn from Mr. Rogers
Rockport, ME

 

ICMI Contact Center Expo
November 12, 2018

Reboot Your Culture with the Power of Magnetic Leadership
Red Rock - Las Vegas, NV

ICMI Contact Center Expo
November 13/14, 2018

The Future Workforce: Prepare for These 21st Century Trends
Red Rock - Las Vegas, NV

NECCF Winter Conference 
December 11, 2018

TBD
Canton, MA

 

Effectively Managing the Merger & Acquisition Process

There is a lot of talk about what makes successful mergers and acquisitions. It has been estimated that 80% of mergers and acquisitions that occur today fail to meet their initial expectations. How can this failure be avoided? During the M&A process there are many constituencies that need to be considered, employees, managers, customers and investors. When all is said and done, however, success can be boiled down to two key constituencies: employees and managers. This presentation will highlight:

  • The top three things that employees want during the M&A process.
  • How managers can address employee needs while also managing the business and keeping focus on continual productivity and profitability.
How establishing and communicating the vision, values and positioning for the new entity can drive excitement and commitment in the organization.

Psych 101 for Building Customer Relationships

It isn't always easy to convince CSRs that how they communicate with clients is often more important than what they communicate. In this presentation attendees will gain insight into understanding human nature, expressing empathy, and responding to communication nuances. These insights are often the key to understanding people's personalities, and will enable attendees to communicate effectively with customers to keep them loyal and satisfied.

Attendees will learn:

  • How to recognize different personality and communication styles and respond to each style so that the customer feels understood and cared for.
  • The principles of neuro-linguistic programming and how to implement them for improved customer service.
  • Four basic reframing techniques to encourage customers to look at situations in a new way.
  • Innovative listening techniques to maximize efficiency while ensuring understanding.
  • Questioning strategies for identifying problems and ensuring CSR's understand the customer's needs.
  • Strategies for handling difficult customer situations.

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