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Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
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Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom

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What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you? …

What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you?

Doug Lipp, respected author, speaker and former head of training at Disney University, uses the middle seat as a metaphor for what happens to all of us in life … we get stuck in uncomfortable places. How do you deal with unfortunate situations? When in a situation that you “can’t control,” what options do you actually have?

This entertaining and thought-provoking webinar addresses such topics as:

* Creative Problem Solving
* Work-Life Balance
* Customer Service
* Product Development

Join us for this fun-filled, insightful webinar as Doug addresses everything from life-on-the-road horror stories to dealing with organizational change.

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  • If you want to watch the recorded version of this webinar, please go here http://www.parature.com/webinar.aspx?ID=10-0013
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  • Let me show you some examples of these questions and the stark realization that Vizio is not responding to these questions. Read the three examplesThis slide depicts the challenge with having a facebook fan page but no way to answer customer questions. The level of frustration is high and customers who may be interested in buying from Vizio will now think twice because of the lack of engagement by Vizio to answer their questions.
  • Transcript

    • 1. Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic KingdomDoug Lipp, President, G. Douglas Lipp & AssociatesGary McNeil, Vice President of Marketing, Parature
    • 2. Parature
      Parature is a global leader in on-demand software (SaaS) for customer service and support
      Parature enables organizations to:
      Reduce the cost of supporting their customers
      Have a 360 view of customer issues
      Retain their customers
      Improve customer loyalty
      Generate more revenue from their base
      Deliver “great” customer service
    • 3. Gaming and Digital Media
      Business Services
      Technology
      Healthcare
      Associations
      Education
      850 Customers Across Industries & Market Segments
    • 4. The Customer Has Never Been More Important!
      In light of sales teams selling less - organizations are focused on:
      Customer retention
      Customer upsell and cross sell opportunities
      Lifetime value of a customer
      Overall revenue from the customer base
    • 5. Service Has Become A Major Differentiator
      Improving the customer experience
      Multi-channel support
      Providing support in the manner by which the customer wants it
      Reducing customer effort
      Delivering on the promise of first contact resolution
      The result is reduced frustration
      Increasing customer loyalty
      By reducing customer effort you increase customer loyalty
      Increased loyalty is a game changer
    • 6. Parature: An Integrated Support Suite
      CUSTOMER TOUCH POINTS
      SERVICE DESK
      Delivering Multi-Channel Support
      For your CSR’s to Manage All Customer Interactions
      Metrics &Reports
      Deploy Surveys
      Feedback
      Chat
      Ticket
      ?
      Forums
      Your CSR
      Downloads
      Mobile
      Your Customer
      E-Mail
      Knowledge-base and FAQ’s
      360º Customer History
      Intelligent Workflow
      Phone
      Service Desk
      6
    • 7. …Backed by an Intuitive, Intelligent System
      Parature lets you:
      • Define hierarchical ticketing queues and personalized routing rules
      • 8. Program auto-responses for repetitive inquiries
      • 9. Establish an integrated internal knowledge base
      • 10. Manage tasks and time-based alerts to ensure adherence to SLA thresholds
      • 11. Report upon CSR productivity
      • 12. Incorporate customer data to ensure “One View of the Customer”
      • 13. Collect and analyze customer feedback
      • 14. Integrate ticketing data with customer records and chat windows
      • 15. …update your customer portal with each and every mouse click
    • 16. Rosetta Stone Customer Portal – Serving 1 Million Customers
      Browse or
      Search
      Knowledge Base
      Support Portal
      Chat with Agent
      Submit a Ticket
      Phone Support
    • 17. Support for Every Facebook Fan Page
      • Monitor, listen and engage with your customers on your Facebook Fan Page.
      • 18. Your Customers can get Support right on your Facebook Fan Page.
      • 19. Your Customers can share their positive support experiences through their friend’s streams.
      Parature for
      Be Where Your Customers Are.
    • 20.
    • 21. Deliver Multi-Channel Support On Facebook
      Deliver multi-channel support to your customers via searchable FAQ’s, live chat, and feedback/comment forms
    • 22. www.DougLipp.com
      Beyond
      Stuck In the Middle Seat™
      Welcome Change
      Take Control
    • 23. www.DougLipp.com
    • 24. www.DougLipp.com
    • 25. www.DougLipp.com
      How Disney Lost,
      Then Restored
      the Luster
      to the Magic Kingdom
    • 26. www.DougLipp.com
      When is a Train,
      Not a Train?
    • 27. www.DougLipp.com
      Survival of the Fittest…
    • 28. www.DougLipp.com
      Survival of the Fittest…
      From Davey Crockett
      to
      The Lion King
    • 29. www.DougLipp.com
      Survival of the Fittest…
      From Davey Crockett
      to
      The Lion King
      And Beyond!
    • 30. www.DougLipp.com
      Lessons From Disney:
      “Be Willing to Change
      To
      Remain the Same”
    • 31. www.DougLipp.com
      Organizations That
      Reinvent Themselves
       
      Doug Lipp
    • 32. www.DougLipp.com
      Organizations That
      Reinvent Themselves
      Will
      Dominate Their Market!
       
      Doug Lipp
    • 33. www.DougLipp.com
      Maximize Your Potential:
    • 34. www.DougLipp.com
      Maximize Your Potential:
      Overcome the Obstacles
    • 35. www.DougLipp.com
      Maximize Your Potential:
      Overcome the Obstacles
      Create the Opportunities
    • 36. www.DougLipp.com
      The Obstacles
    • 37. www.DougLipp.com
      Obstacle #1
       
      Whaaa, This Isn’t Fair!
    • 38. www.DougLipp.com
    • 39. www.DougLipp.com
    • 40. www.DougLipp.com
       
      “Whaaa”
      • Play the “Victim”
      • 41. Refuse to Look for the Positive
      • 42. Why Does This Always Happen
      to Me???
    • 43. www.DougLipp.com
      Obstacle #2
      Over-React
    • 44. www.DougLipp.com
    • 45. www.DougLipp.com
    • 46. www.DougLipp.com
    • 47. www.DougLipp.com
      Over-React
      • Blame Others
      • 48. Pitch a Fit (“Break” Stuff)
      • 49. “Those Jerks!”
    • www.DougLipp.com
      Obstacle #3
      Build Walls
    • 50. www.DougLipp.com
    • 51. www.DougLipp.com
      Build Walls
      • Become Indifferent
      • 52. Get Even …
      … “I’ll Show Them!”
    • 53. www.DougLipp.com
      The Opportunities
    • 54. www.DougLipp.com
      Beyond
      Stuck In the Middle Seat™
      Expanding The Possibilities
    • 55. www.DougLipp.com
      Opportunity #1
      Perspective…
    • 56. www.DougLipp.com
      Opportunity #1
      Perspective…
      Do You See it
      Like I see it?
    • 57. www.DougLipp.com
    • 58. www.DougLipp.com
      FEATURE FILMS ARE THE RE-
      SULT OF YEARS OF SCIENTI-
      FIC STUDY COMBINED WITH
      THE EXPERIENCE OF YEARS
    • 59. www.DougLipp.com
    • 60. www.DougLipp.com
      FEATURE FILMS ARE THE RE-
      SULT OF YEARS OF SCIENTI-
      FIC STUDY COMBINED WITH
      THE EXPERIENCE OF YEARS
    • 61. www.DougLipp.com
    • 62. www.DougLipp.com
      FEATURE FILMS ARE THE RE-
      SULT OF YEARS OF SCIENTI-
      FIC STUDY COMBINED WITH
      THE EXPERIENCE OF YEARS
    • 63. www.DougLipp.com
      FEATURE FILMS ARE THE RE-
      SULT OF YEARS OF SCIENTI-
      FIC STUDY COMBINED WITH
      THE EXPERIENCE OF YEARS
    • 64. www.DougLipp.com
      FEATURE FILMS ARE THE RE-
      SULT OF YEARS OF SCIENTI-
      FIC STUDY COMBINED WITH
      THE EXPERIENCE OF YEARS
    • 65. www.DougLipp.com
      FEATURE FILMS ARE THE RE-
      SULT OF YEARS OF SCIENTI-
      FIC STUDY COMBINED WITH
      THE EXPERIENCE OF YEARS
    • 66. www.DougLipp.com
      FEATURE FILMS ARE THE RE-
      SULT OF YEARS OF SCIENTI-
      FIC STUDY COMBINED WITH
      THE EXPERIENCE OF YEARS
    • 67. www.DougLipp.com
      FEATURE FILMS ARE THE RE-
      SULT OF YEARS OF SCIENTI-
      FIC STUDY COMBINED WITH
      THE EXPERIENCE OF YEARS
    • 68. www.DougLipp.com
      FEATURE FILMS ARE THE RE-
      SULT OF YEARS OF SCIENTI-
      FIC STUDY COMBINED WITH
      THE EXPERIENCE OF YEARS
    • 69. www.DougLipp.com
      How “Clean”
      Is
      Clean?
    • 70. www.DougLipp.com
      Opportunity #2
      Creative
      Bridge - Building
    • 71. www.DougLipp.com
    • 72. www.DougLipp.com
      Creative Bridge-Building
      A Lesson From
      Starbucks
    • 73. www.DougLipp.com
      Creative Bridge-Building
      A Lesson From
      Disney
    • 74. www.DougLipp.com
      Creative Bridge-Building
      A Lesson From
      Disney (Remember the Train Story?)
    • 75. www.DougLipp.com
      Creative Bridge-Building
      A Lesson From
      Disney
      Moustaches? Oh No!
    • 76. www.DougLipp.com
      Opportunity #3
      Mental Toughness
    • 77. www.DougLipp.com
      Mental Toughness
    • 78. www.DougLipp.com
      Mental Toughness
      You’re In Control,
      Even When …
    • 79. www.DougLipp.com
      Mental Toughness
      You’re In Control,
      Even When …
      Stuck In the Middle Seat™
    • 80. www.DougLipp.com
      Attitude:
      Your Passport to Success
    • 81. www.DougLipp.com
    • 82. www.DougLipp.com
      Attitude:
      Attitude Drives Change
      We Control Our Attitude…
      …Nothing Else!
    • 83. www.DougLipp.com
      Mental Toughness
      Happiness
    • 84. www.DougLipp.com
      Mental Toughness
      Happiness
      Performance
    • 85. www.DougLipp.com
      Mental Toughness
      Happiness
      Health
      Performance
    • 86. www.DougLipp.com
      Mental Toughness
      Happiness
      Health
      Performance
    • 87. www.DougLipp.com
      Mental Toughness
      Happiness
      Health
      Performance
    • 88. www.DougLipp.com
      Opportunity #4
      It’s Up to You!
      What Will You:
      Start, Stop & Continue
    • 89. www.DougLipp.com
      Opportunity #4
      It’s Up to You!
      • Your (and their) Perspective
      • 90. Bridge-Building Activities
      • 91. Mental Toughness Techniques
    • www.DougLipp.com
      Start Stop Continue
      Short-Term (This Week)
       
      Start: Stop: Continue:
       
       
      Long-Term (Within 1 Month)
       
      Start: Stop: Continue:
    • 92. www.DougLipp.com
      "The greater danger for most of us
      is not that our aim is too high
      and we miss it,
    • 93. www.DougLipp.com
      "The greater danger for most of us
      is not that our aim is too high
      and we miss it,
      but that it is too low
      and we reach it"
      Michelangelo
    • 94. www.DougLipp.com
    • 95. www.DougLipp.com
      Contact Doug Lipp
      at
      www.douglipp.com
      Download Articles
      Online Training
      Order Books
    • 96. Follow Parature On
      blog.parature.com
      www.facebook.com/parature
      www.twitter.com/parature
      www.youtube.com/paratureinc
      www.slidesharenet.net/parature
      www.parature.com/rss

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