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Elevate your customer service strategy with Geniecast LiveLabs.

Implement Social Media

Customer Service

Unleash Customer

Service Magic

Develop Effective

Communication

Create Customer

Care ProgramIncrease

Productivity

Unlock the Secrets to Customer

Loyalty

7 EXPERTS • 4 DISTINCT PHASES • 1 LAB FOR EXCEPTIONAL CUSTOMER SERVICEMindful Leadership in Associations

Watch these videos from leadership experts for a sneak peek of what will be covered in Geniecast LiveLabs:

Understand how customer experience can differentiate your company from competitors

Create a social care philosophy

Detect customer trends, sentiment and mood

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Geniecast LiveLabs

Learn how Geniecast’s LiveLabs: Mindful Leadership in Associations can prepare your company for long-term success.

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- Ensure high-quality hospitality and entertainment to all customers

- Discover approaches developed over 40+ year career

- Serve customers efficiently

- Recognize issues with current CRM tech

- Start the tech evaluation process

- Identify the right technology for your

- Define customer experience

- Understand how customer service can differentiate your company from competitors

- Improve customer service online and offline

- Shatter customer service stereotypes

- Execute the perfect experience every time

- Ensure the whole team is involved in customer engagement

- Prevent customer frustration

- Create happiness in every interaction

- Develop strategies for detecting customer trends

- Undestand different types of challenges

- Reveal questions to ask to identify workarounds

- Master a method to prepare and ready yourself for intense interactions

Customer Service MagicLee Cockerell

How to Find the Right CRM TechnologyTom Johnson

Customer Experience:The Last True DifferentiatorDan Gingiss

Anticipate: Knowing What Customers Need Before They DoJeff Tobe

Social MediaCustomer ServiceBrian Carter

Dealing with Difficult People Mary Schaefer

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- Discuss your company’s customer service strategies as well as obstacles you may be facing

Customer Service ConsultationShep Hyken

- Increase time accountability

- Develop engagement techniques

- Eliminate distractions

Folding Time: How to Achieve Twice As Much In Half The TimeNeen James

Unlocking the Secrets of Customer LoyaltyBill Hogg

- Create a customer-focused company

- Embed customer-focused behaviors into everyday culture

- Create an ownable point of differentiation from competition

- Understand the “zero-latency customer”

- Gain customer trust in the e-social era

- Discover the four qualities of a truly frictionless customer experience

Where Technology Meets HumanityDon Peppers

Learn from The Experts

Dedicated account management

Registration, attendee management,and reporting

Technical support

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A ssociations are in the middle of a battle for relevance. With increased interconnectivity

through technology, a general appreciation for big data, and building skepticism in basic membership models, professional societies and trade associations are being reshaped by powerful economic trends. Here are some ways to grow into the digital age by focusing on the needs of the member, better understanding the ebb-and-flow of industry change, and encouraging an office excited by innovation.

CONTACT US OR SCHEDULE A DEMO

Learn From the Very Best .........................................................5

Define Customer Experience....................................................7

Social Media Customer Service................................................9

Identifying Relevant CRM Tech...............................................13

Communications with Customers .........................................15

Customer Service Consultation...............................................19

Additional Options for Your Team’s Specific Needs.............21

All Geniecast LiveLabs include a premium production services package including:

info@geniecast.comph 844-987-6505

A Full-Service Experience Table of Contents

Community design is the architecture of communities. It is the art and science behind the fundamental building blocks of communities.

Learn to approach association membership as another form of community

Guarantee engagement and investmentthrough shared value

Apply strategic messaging to unite those invested in the association

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Build an Attractive Community for Interested Members

Daniel Karpantschof has been at the frontier of entrepreneurship, media and innovation for non-profits, corporations and government agencies since 2001.

He served as Danish representative to UNESCO and the UN World Summits on Information Society, on private and public boards, including the Copenhagen Institute for Futures Studies, Danish Evaluation Institute, the urban development project Copenhagen – The Thinking City as well as the National Council on European Policies and the National Board of Education.

He is currently serving on the White House’ and US Department of State’ Council of Experts for the Global Entrepreneurship Summit, working on a book on community design and launching Copenhagen Industries, an arms manufacturer for special effects production and the Artificer’s Table, a global community of creators, makers and artificers.

F O R E X E C U T I V E S TA F F

The most frequently cited “challenge to growing membership” among associations: “Difficulty in communicating value or benefits.”

The most frequently cited reason (that associations believe) why members do not renew: “Lack of engagement with the organization.”

C O M M U N I T Y B U I L D I N G & N E T W O R K D E V E L O P M E N T :

Community Design: An Introductionwith Daniel Karpantschof

A connected network knows no boundaries as it enables people internally and externally to connect around purpose and common needs and interests.

Ensure the possibility of healthy, invigorating “random collisions” of members within your organization

Encourage open dialogue, discussion, and ideation

Connect those with shared perspectives but different experiences

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Create Space and Dialoguein the Community

F O R T H E E N T I R E T E A M / C O M M U N I C AT I O N SA N D M E M B E R S H I P D E V E L O P M E N T T E A M

What is membership turning into? Too early to tell. Engaged action is one candidate. This is the anticipated, intentional, collective behavior of a group. Engaged action could be turning out at the polls, negotiation with policy makers, taking a class, buying a product, attending a live event, tweeting en masse. If you begin to consider everyone who has a stake in a particular action, suddenly the market expands way beyond membership.

C O M M U N I T Y B U I L D I N G & N E T W O R K D E V E L O P M E N T :

Tim McDonald guides individuals and organizations on their journey to becoming 21st century leaders. He helps them understand and internalize their role as community builders to deliver their product and/or service through trusted relationships that ignite movements with a customer focus. His experience working with organizations like No Kid Hungry, Cinnabon, Carvel Ice Cream among others, included leading the overall marketing vision, strategy and execution of social media campaigns, including blogger programs and influencer relationships.

He also built and managed a community for Huffington Post’s live streaming network, HuffPost Live, resulting in over 9,600 guests from more than 85 countries have joining live on-air and

over 1.3 million comments on the platform.

Connected Networks and Trusted Communitieswith Tim McDonald

Understand the connection between Social Intelligence and the success of your business

Recognize the drivers of Social Intelligence and their role in a Socially Intelligent Culture

Our society is experiencing a corrosion of Social Intelligence—the ability to navigate and negotiate complex social relationships and environments. Statistics abound across generations that show our increasing reliance on technology and the resulting deterioration of relationship building skills.

Utilize powerful techniques for operationalizing Social Intelligence in your organization

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Jane Gentry is a game changer for salespeople. Smart people call her when they want to go beyond the status quo and improve their skills in building real relationships with customers. Jane knows all of the theories, cliches and myths about selling, most created by unsuccessful salespeople. She knows there is an art to selling that goes beyond pat scripts and “asking for the sale”. Jane teaches salespeople how to build stronger and deeper relationships with customers, whether on a sales call or the trade show floor.

Jane has been an actor, teacher, salesperson, manager, VP and entrepreneur. Now she’s hired by companies that are ready to live the language of being “customer-focused” and selling the way their customers buy. Phillips Medical, Stryker, The Home Depot, SunTrust Banks, Milliken and Company, First Data Corporation and Solvay Pharmaceuticals, Assurant, BAE Systems are just a few of the mega-companies whose performance she has impacted.

Social Intelligence: Managing The Critical Intersection Between Technology and Relationships with Jane Gentry

Better Monitoring Trendsin Membership

F O R E X E C U T I V E S TA F F / C O M M U N I C AT I O N SA N D M E M B E R S H I P D E V E L O P M E N T T E A M

Competitive intelligence is done ad hoc, not systematically or methodically. Gathering and synthesizing market trends, customer needs, and organizational capacity is left to driven personalities and not a recognized (i.e., funded) organizational capacity. This results in leadership decisions below the CEO that are out of touch or counter to the organization’s health.

S O C I A L I N T E L L I G E N C E &C O N S I S T E N T M E M B E R C O N T A C T :

Develop advanced strategies and technologies for detecting customer trends, sentiment, and mood across platforms

Create happiness in every interaction, creating exceptional satisfaction through personality

Prevent customer frustration through simplicity and “whole messages”

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Dan’s career has consistently focused on delighting customers, and has spanned multiple disciplines including marketing, digital experience, social media, customer service, loyalty programs, and product management.

Dan is currently the Head of Digital Marketing for a Fortune 100 healthcare company, where he oversees social media marketing and customer service strategy, SEO and paid search, and email marketing. Previously, Dan was the head of Digital Customer Experience and Social Care at Discover Card, where he led the design and customer experience of the company’s flagship website, and played a key role in the company winning its first

J.D. Power Award for “Highest in Customer Satisfaction.”

Are you struggling withsetting up a social media customer service program? Learn how to bring your current program to the next level with author of Winning at Social Customer Care Dan Gingiss.

How To Create a World-Class SocialCustomer Care Program 8 Building Blocks with Dan Gingiss

Connect More Thoroughly and More Often with Your Community

F O R C O M M U N I C AT I O N S A N D M E M B E R S H I P D E V E L O P M E N T T E A M

Just 12 percent of associations have full-time staff fully dedicated to online community management. Far more common (41 percent) is synthesizing online community management into another staff member’s duties. Structuring a social customer care system is important in both directing these teams and streamlining the actions of those in these hybrid roles.

S O C I A L I N T E L L I G E N C E &C O N S I S T E N T M E M B E R C O N T A C T :

Crystalize the steps you can take to begin to foster a development culture in your organization

Redefine what career development meanstoday

Explore the factors (organizational and individual) that conspire to undermine career development

Unravel the connection between career development and business results

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Julie Winkle Giulioni has spent the past 25 years improving performance through learning. She’s partnered with hundreds of organizations to develop and deploy innovative leadership training solutions that are in use worldwide.

Prior to co-founding DesignArounds 15 years ago, Julie was director of product development for AchieveGlobal, one of the world’s largest commercial training companies. She also held multiple training leadership roles and was a department chair and professor at the Southern California university.

Julie was named one of Inc. Magazines top 100 leadership speakers and received the Global HR Excellence Award for

Strategic Leadership from the World HR Congress earlier this year.

In today’s business environment, talent is the major differentiator. And developing and retaining that talent is one of the most significant drivers of employee engagement.

Help Them Grow or Watch Them Go:Cracking the Code On Career Development with Julie Winkle Giulioni

Engage Staff in Association Growth Through Professional Development

F O R A D M I N I S T R AT I V E T E A M

Long an asset in the business world, often the only place leadership is valued in an association is at the top: the CEO, Executive Director, or equivalent. What about the rest of staff? Continuous, aggressive professional development is an organizational asset only in some associations. This is changing. It means less certainty for employees while it opens up new territory for innovation and expansion of the organization.

P R O F E S S I O N A LD E V E L O P M E N T O F S T A F F :

Find out how to hire employees who can help you keep on top of new tech

Learn key technology areas to watch (including mobile devices, cloudservices, network infrastructure, andsecurity practices)

Become aware of current and emerging technology trends that may affect your business

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Joe Kissell is the author of numerous books about technology, including Mac Security Bible and, at last count, 52 titles in the Take Control series (such as Take Control of Your Online Privacy, Take Control of Your Passwords, and Take Control of the Cloud). He runs a website called Joe On Tech, which features books and articles he’s written about improving one’s relationship with technology. Joe is also a contributing editor to TidBITS (the second-longest-running publication on the Internet) and a senior contributor to Macworld, was the winner of a Neal award for excellence in business journalism, and has appeared on the MacTech 25 list (the 25 people voted most influential in the Macintosh community) since 2007.

Before he began writing full-time in 2003, Joe spent nearly eight years managing software development. He holds a bachelor’s degree in Philosophy and a master’s degree in Linguistics.

Forty years ago, fax machines and Selectric typewriters were state-of-the-art office technology. Today, it’s cloud computing and smart mobile devices. Technology changes rapidly, and businesses that lag behind risk losing customers and frustrating employees.

Keeping Up With Technologywith Joe Kissell

Know the Most AppropriateTools for Member Support

F O R A D M I N I S T R AT I V E T E A M / C O M M U N I C AT I O N S A N D M E M B E R S H I P D E V E L O P M E N T T E A M

New tools are coming to market that associations have access to and are using to hold or grow their membership and bottom line.

These include:• Outsourcing• New and more timely communication channels; e.g., skillful use of social media• New technologies like iPad apps and cloud tools• Customer Relationship Management systems are appearing on the market replacing antiquated

Association Management systems. These tools have the capacity to better track member engagement and they support data mining making it possible to drive data-driven business development

T E C H N O L O G Y U P K E E P :

Explore business model innovation’ssix core imperatives

Adopt different perspectives on what itwill take to build organizations to thrivein the 21st Century

Examine fundamental assumptionsabout innovation and growth

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Jeff De Cagna FRSA FASAE is executive advisor for Foresight First LLC, located in Reston, Virginia, and a respected contrarian thinker on the future of associating and associations.

Jeff is an author, speaker and advisor for associations and non-profit organizations across North America and around the world. He is a Fellow of the Royal Society of Arts (UK) and a Fellow of ASAE: The Center for Association Leadership. Jeff served on the ASAE Board of Directors from 2007-2010, serves as immediate past chair of ASAE’s Key Consultants Committee and as a member of the ASAE 2020 Centennial Task Force. He also served on the RedRover Board of Directors from 2011-2013, including terms as both board chair and vice chair during that time. Jeff recently was elected to serve on the Hugh O’Brian Youth (HOBY) Virginia Board of Directors.

In a world experiencing rapid and relentless transformation, associations and non-profit organizations must adapt their business models to create distinctive new value for their stakeholders.

The Six Core Imperatives of Business Model Innovationwith Jeff De Cagna

Create Distinctive New Value for Stakeholders

F O R E X E C U T I V E S TA F F S

Businification, the intentional adoption of private sector business practices, is in upswing and brings complex ramifications. For example, it is tempting to switch profitable revenue away from membership dues and toward valued products and services when possible. But this may shift internal culture too much toward profitability at the expense of member value, or jeopardize advocacy strength, as dues are the traditionally recognized indicator of the ability to marshal bloc action.

P R I V A T E S E C T O RB U S I N E S S P R A C T I C E S :

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Embracing The Board’s Duty Of Foresightwith Jeff De Cagna

Make Bold Decisions Based on Emerging Trends

F O R B O A R D M E M B E R S & E X E C U T I V E S TA F F S

Savvy association leaders are looking around the curve, putting the puzzle together for members. This means going beyond providing information and data. Instead it means compiling, analyzing, distilling and communicating useful knowledge that impacts members’ lives. It is not uncommon to see associations beefing up their subject matter experts these days because members need it in a disruptive economy.

F O R E S I G H T F O R D I S R U P T I O N& I N V E S T M E N T I N C H A N G E :

Learn to collaborate with staff to explore emerging directions and make the bolddecisions required to create the future

Take action to prepare their organizations and stakeholders for whatever maycome next

Imagine an amazing future forthose they serve

Jeff De Cagna FRSA FASAE is executive advisor for Foresight First LLC, located in Reston, Virginia, and a respected contrarian thinker on the future of associating and associations.

Jeff is an author, speaker and advisor for associations and non-profit organizations across North America and around the world. He is a Fellow of the Royal Society of Arts (UK) and a Fellow of ASAE: The Center for Association Leadership. Jeff served on the ASAE Board of Directors from 2007-2010, serves as immediate past chair of ASAE’s Key Consultants Committee and as a member of the ASAE 2020 Centennial Task Force. He also served on the RedRover Board of Directors from 2011-2013, including terms as both board chair and vice chair during that time. Jeff recently was elected to serve on the Hugh O’Brian Youth (HOBY) Virginia Board of Directors.

For association and non-profit decision-makers, the powerful forces of societal transformation create both opportunity and responsibility.

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As a small business working in a competitive industry, Twain Financial is constantly striving to improve our customer service. We engaged Geniecast, specifically Shep Hyken, to provide a training through their platform. The feedback from the 40 employees who attended the session was overwhelmingly positive. The location worked great – just walking into our conference room for an hour -, the technology and interaction with the Genie was seamless and the presentation provided meaningful benefit that will be used at our company going forward. We are currently working with Geniecast to schedule a second training focusing on sales techniques. We highly recommend the platform.

Matthew StewartNational Services Group

Jill BreeherOffice ManagerTwain Financial

Carly ChristopherYPO Chapter Member

I was thrilled with the new knowledge our team gained from David’s presentation. His discussion has led to numerous task forces addressing outdated procedures, and new initiatives that we feel will create improvements to our success rates, retention rates, and the experience our employees have in our companies.

We had such a powerful meeting with Sue, she really is an amazing human. The Geniecast was great! Robin had everything set up in her house and so we were ready to go for Sue.

The Thought Leadership Labs were a wonderful success and a large part of that was due to your team. Thank you for all for the excellent work!

The Geniecast Team produced a top-notch event for our sales team, and the two-way video format made for a personal and engaging experience for everyone.

Brandy ThornhillEvents Planner, Corporate Services

YPO

Walt PhillipsDirector of Sales

Cox Media

Companies Working with Geniecast What Clients Are Saying

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Frumkin, Tamar. “The 7 Most Important Customer Service Stats For 2017”. Conversocial.com. N.p., 2017. Web. 29 Mar. 2017.

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