Luncheon Keynote Presentations

Tuesday, June 14, 12:45-1:30 pm

How Your Unhappiest Customers Can (Paradoxically!) Help You Foster Fans

Even in the B2B space, the customer is always right, right? But the stakes are higher in the B2B world: Business-to-business marketers who deal with customer complaints 24/7 have to deal with complaints efficiently and effectively. That's no easy task—especially because research shows that customers frequently voice some complaints but not always the ones that bother them the most; and (uniquely) because B2B customers are inherently more valuable.

Knowing how to actively elicit feedback from customers (and doing so correctly) is the only way to make sure you hear the kinds of complaints that can cause actual attrition. In this lively keynote address, Guy Winch shares why and how marketers have to get out in front of customer complaints—eliciting them instead of waiting for them, using tricks and tools rooted in psychology to listen and respond to the real problems behind the pain, and (finally) responding correctly and efficiently, even when you wish the customer didn't always happen to be right!

About Guy Winch

Guy Winch, Ph.D., is a psychologist and author of The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships and Enhance Self-Esteem (January 2011 by Walker & Company). He received his doctorate in clinical psychology from New York University in 1991 and has been a full member of the American Psychological Association since 1992. In addition to his blog on his website Dr. Winch also writes the popular Squeaky Wheel Blog on Psychology Today.com.

Wednesday, June 15, 1:00-1:45 pm

Resonate: Presenting Ideas That Inspire Change

If you say "I have an idea for something", what you really mean is "I want to change the world in some way." You might not be able to change the entire world, but what is "the world" anyway? It is simply all of the ideas of all our ancestors. Look around you. Your clothes, language, furniture, house, city, and nation all began as visions in other minds.

Presentations are the currency of business communications and those who master communicating with them rise faster than their peers, reach more customers than their competitors, and turn causes into a groundswell.

Persuasion expert Nancy Duarte, CEO of Duarte Design, will demonstrate how to apply the methods in her book Resonate: Presenting Visual Stories That Transform Audiences, to build meaningful connections with audiences that compel them to action. Her groundbreaking work details a new way of structuring a presentation and connecting with an audience.

Changing the world starts with transforming an audience and an audience will only change if you resonate with them.

In this keynote presentation, you will learn how to:

• Leverage the hidden story structures inherent in great communication
• Connect with your audience empathetically
• Create captivating content
• Craft ideas that get repeated
• Inspire enthusiasm and support for your vision

About Nancy Duarte

Since 1988, Nancy Duarte's firm has created over a quarter of a million presentations. As one of the largest woman-owned businesses in Silicon Valley, her experience working with global companies and thought leaders has influenced the perception of some of the world's most valuable brands and many of humanity's common causes: Apple, Cisco, Food Network, Facebook, GE, Google, Al Gore, HP, Nokia, TED, Twitter, and World Bank.

Fascinated by presentations as the most powerful persuasive medium, she determined to crack the code on why some presentations are riveting and others are unbearable, in Fall 2010 she released Resonate: Present Visual Stories that Transform Audiences which identifies hidden story structures inherent in great communication. In 2008 she authored the award-winning book slide:ology: The Art and Science of Creating Great Presentations where over 20 years of experience was distilled into visual communication best practices. Learn more about Nancy at www.duarte.com.