Founder of RubySpeaks (1994), Newell-Legner had a singular mission: to provide the hands-on training employees need to create a more customer-focused work environment where everyone can excel on the job. Over the last decade, she has presented more than 2300 programs in nine countries and has shown tens of thousands of participants how to quickly improve workplace performance. Now, with over 23 years as a fan experience expert, Newell-Legger will bring her experience in staff development programs from over 1000 businesses, including over 29 professional sports teams, to the table as she speaks on how Employee Engagement Comes Before Guest Experience at GuestX in Minneapolis, February 20-22.
“One of the most important elements that I do is start at the leadership level and help them identify their vision, making sure that they are very clear on what they want to stand for in regards to the customer connection experience,” stated Newell-Legger when asked how she would describe her roll as a fan experience expert to someone who may not be familiar with her field. “With that comes a framework that I have developed of seven things that lead into a high service level. The framework covers everything from understanding your customer to making sure that you have a really good onboarding program to orient your staff and invite them to be a part of that consumer experience. We start at the top so that everyone is on the same page, and then work with managers and directors to create a fan experience program for the primary staff. “
One of the things that attendees can expect to walk away with from Newell-Lenger’s session is the that motivating and engaging staff are the first steps to meeting organizational goals and ensuring guest satisfaction. ““Your staff are going to treat your customers as you treat your staff,” she stated. “So, if you want to show appreciation to your fans, you better show appreciation to your employees as well.”
Newell-Lenger finds that one way to show appreciation to your employees is to make sure that all staff are afforded professional development opportunities, like that which is provided by GuestX. “Customer service is the bread and butter of our field,” she noted. “GuestX will help to open them to new ideas. Expand upon what they have already learned, while also filling their knowledge buckets with more tools that they can take back to their employer to further develop and grow themselves and their organizations.”
In addition to her session on employee engagement, Newell-Legner will also lead a round table discussion at GuestX, as well as host a Guest X webinar on January 9th at 4:30 EST on building a recognition program to motivate staff.
It’s not to late to register to see Newell-Legner at GuestX! Register today!