TOPIC: ENGAGEMENT MATTERS! HOW TO TURN YOUR TEAM (AND CUSTOMERS) INTO VOCAL ADVOCATES The good news: Employee engagement leads to customer satisfaction, and customer satisfaction leads to higher profits. The bad news: Your customer service is only as good as your least engaged employee… and 70% of the US workforce is disengaged. Ouch! So, how do you get employees to create loyalty-building customer experiences? Start from the inside out. During this session, you’ll learn how to empower yourself and enroll your team to hold a vision of service excellence… especially during times of change. Set clear expectations and create a customer-focused culture that includes a focus on wellbeing, recognition and continuous improvement. BONUS: The Novi Library Business Librarian will give you a short demonstration of new library resources for businesses following the presentation. PRESENTED BY: Marilyn Suttle, CEO of Suttle Enterprises, a personal and professional growth training firm. Marilyn is a professional speaker, coach and three-time bestselling author. Register through www.novichamber.com