2017 MIC Education Programming

Discover how one unforgettable life-changing experience for your customers can either cost or generate millions of dollars in revenue. The opportunity is yours to see and create, and you won’t believe how easy and fun it can be. Over the last 23 years, I’ve traveled millions of miles and spoken at thousands of events. Along the way I’ve discovered secrets of what makes customers for life. The magic is in how and when you connect with your customers and impact them in a way they’ll never forget. Anyone can create these emotion filled life-changing experiences following a few simple “#funwithtim” customer connection principles. Emotional customer satisfaction anchors transcend momentary problems and can allow for life long customers that spark multi-generational consumers of your brand based on not just the telling, but the living and reliving of these emotional anchors. Unforgettable life-changing experiences are laughter filled or heartfelt moments that are unexpected, genuine and profoundly personal. Laugh and learn how “#funwithtim” customer connection principles empower almost anyone to better connect with their customers one person, one moment at a time.

Learner Objectives

1. Three fast, easy ways to connect with customers using the #funwithtim formula for success.
2. Why employees should perform at least one Simple Act of Kindness (SAK) for every customer. When employees are totally present and “in the now” they avoid an assembly-line mindset and instead, are prepared to look for and take advantage of opportunities for SAK.
3. How and why anyone can use Tim’s #funwithtim “baseline” technique to be able to refresh and renew in between negative encounters with toxic people, psychic vampires and scammers.

Tim Gard, CSP, CPAE, is a tears-in-your-eyes funny keynote speaker who teaches people to be more resilient and resourceful, and coaches businesses on how to enhance productivity and employee enthusiasm. He is a Hall of Fame Speaker, CPAE (Council of Peers Award of Excellence), an elite honor shared by 150 people worldwide and a CSP (Certified Speaking Professional). Tim has spoken at over 2,000 events worldwide from Texas to Tasmania and was selected by Meeting Planners Magazine as one of the “Best speakers ever seen or heard on the main stage.” Tim’s down-to-earth style and real-life humor leaves a lasting impression that you will benefit from for years to come. His skillful use of ordinary items in extraordinary ways and extraordinary items in everyday ways make him one of the most popular main stage speakers on the platform today. During the past two decades, Tim has traveled almost two million miles to perform, is the author of 4 books, and an inventor of stress reduction tools that are marketed & enjoyed worldwide.

Richard is an accomplished public speaker who delivers informative lectures about event technology that are well researched and delivered in an engaging, high energy style attendees remember. He is also a published author who writes about the use of technology in the trade show industry. Most recently, Richard co-authored the chapter, “Bring Meetings to Life: Event Technology,” for the book “Professional Meeting Management, 6th Edition.”

Bestselling author, keynote speaker and trainer Fine began her career as an engineer, an occupation that allowed her to maintain her natural shyness and avoid situations that required social and personal interactions. Now a long time member of the National Speakers Association, she presents and trains audiences across the globe. Fine designs her presentations and researches her books to teach technically oriented professionals conversation skills and business networking techniques that help in developing business relationships, gaining visibility and building rapport. Fine’s bestselling books: The Fine Art of Small Talk: How to Start a Conversation, Keep It Going, Build Networking Skills—and Leave a Positive Impression (Hachette), The Fine Art of the Big Talk: How to Win Clients, Deliver Great Presentations, and Solve Conflicts at Work (Hachette) have been translated and published in over 2 dozen countries around the world. Just released is Debra’s third in the “Fine Art” series: Beyond Texting: The Fine Art of Face-to-Face Communication for Teenagers (Canon). Her books have been translated and published in over 2 dozen countries including Spain, United Kingdom, France, Indonesia, Thailand, Vietnam, and China. View additional information about Debra at www.DebraFine.com .

RECOGNITION
Recognised as a conversation and business networking expert Fine spent the last 20+years training and presenting to leading organizations around the world (US, Canada, UK, EU, South Africa, Australia and throughout Asia). Fine is a Rotarian for 20+ years serving as President of Denver Southeast Rotary Club 2011-2012. A regular Huffington Post blogger she has made numerous appearances in the media including the Today Show, CBS Sunday Morning, CNN, Fox Business News, Wall Street Journal, and USA Today.

Kristin J. Arnold, MBA, CPF, CSP is the president and founder of Quality Process Consultants, Inc., with offices in Scottsdale, Arizona and Cape Traverse, Prince Edward Island, Canada.

As a high stakes meeting facilitator, keynote speaker, and professional panel moderator, Kristin has worked with over a hundred different organizations, three hundred different teams, and presented to over a half a million people around the world on the topics of leadership, strategy, innovation, critical thinking and teamwork.

As one of the first female graduates of the United States Coast Guard Academy and the first woman stationed onboard an ocean-going buoy tender, Kristin learned early on about working with others. In 1990, she became one of the first Coast Guard facilitators – and made every mistake one could! Frustrated, she avidly researched this nascent skill called “facilitation” and found herself training a cadre of internal facilitators. By 1992, companies were asking her to teach their people how to facilitate and lead teams! Since then, she has been sharing her concrete approach to leading teams with a treasure trove of practical concepts, tools and techniques her clients can apply immediately to see positive, sustainable results.

Kristin’s passion for leading teams is reflected in her writing, speaking, facilitation and consulting. She is an award-winning author, newspaper columnist and contributing author to myriad other team-based books such as The IAF Handbook of Group Facilitation. Her latest book, Powerful Panels: A Step-By-Step Guide to Moderating Lively and Informative Panel Discussions was published in November 2013.

Featured in numerous publications such as Harvard Business Update, USA Today, Selling Power, Kristin knows what it takes to lead, facilitate and participate on high performing teams. She was on the board and President of the National Speakers Association of the United States (2010-2011). She also served as President of the Downtown Hampton (Virginia) Development Partnership (2001-2), a nonprofit business organization attributed to turning Downtown Hampton from a quaint, sleepy town to a thriving entertainment, retail and residential center. She retired from the USCG Reserves in 2002 as a Lieutenant Commander.

Kristin is on the Executive Development Faculty in the Schulich School of Business at York University in Toronto, specializing in Leadership Through Teambuilding.

Jerome Joseph, CSP, CSPGlobal, PMC, is a brand experience strategist, CEO of a Nasdaq listed company, and best-selling author of more than 5 books on branding. His experience with world-acclaimed brands have led him to becoming one of the early pioneers of internal branding – an employee and company culture focused approach to branding as well as driving brand across people, customers and organisations. With more than twenty years of branding experience under his belt, Jerome is a master in innovative brand differentiation and creating extraordinary branded experiences. Jerome runs programs and keynotes ranging from Internal Branding (Building Brand Champions in your organisation), Brand Mastery (Strategies to Build a World Class Brand), Branded Customer Experience, Personal Branding and Asian Brand Strategies based on Lessons from the top 30 Asian Brands.
Jerome has impacted more than 1000 brands in over 30 countries such as Pfizer, Dell, BASF, SENAAT, Prudential, AIA, Singapore Sports Council, QIAGEN, SAP, Asia Pacific Breweries, Singtel, Master Builder Solutions, Petronas, Honeywell, DBS and many more. His cutting-edge thinking, solid case studies and systematic approach to brand building has enthralled audiences all around the world, making each of his programs a truly memorable one. His love for story-telling and talent for distilling experiences into succinct, bite-sized lessons has garnered rave reviews from clients.