Jason Ward, director of strategic services, and Elizabeth Heil, project manager, presented on creating great experiences for clients and customers.

1. Creating Great Experiences
WITH
Elizabeth Heil & Jason Ward

2. Competition
Who is your organization’s biggest
competitor?

3. Working Differently
WHAT you do does not differentiate you.
WHY you do the work creates meaning.
HOW you do the works adds value.

4. Story Time
Creating and sustaining great
experiences is the key to success in
a service-sector economy.
Tell us about your amazing client
experiences.

5. It Starts with Culture
The WHAT should be a forgone conclusion, so focus on
the WHY and HOW of your work.
Your people and your culture are the difference. Sales/
proposals and marketing/fundraising begin with your
people and the culture they create.
People buy/fund based on how they feel and what they
believe. Give them something and someone to believe in.

6. There is no “I” in Team
Build rapport between individuals.
Sustain relationships.
Make it fun.
Merge your teams.

7. Setting influences tone.
Your space should reflect your culture.
Be welcoming.
Set the Stage

8. Set clear expectations.
Under-promise and over-deliver.
Check for understanding early and often.
Walk away from meetings with commitments.
Lead on Projects

9. Establish transparency.
Have an open door.
Report on progress and results.
Invite (and accept) criticism.
Be Accountable

10. Thanks!