In this highly interactive and emotionally connected delivery, we will cover some of the following key learning elements and beliefs: 

• Culture is everything, and you must intentionally design your culture and your service culture to  ensure the behavioral results you desire. 

• Exceptional and memorable service results when you overmanage the customer experience by  paying extraordinary attention to every process and every detail, at every possible touchpoint. 

• Everyone has a customer. 

• Employee engagement is the emotional connection the employee has to the organization and its  goals. 

• Every learning experience should both teach and reinforce culture.