Disney’s Approach to Quality Service
Presented by Disney Institute
Thursday, November 11
10:15 a.m. – 11:45 a.m.

No matter where you dine, shop or travel, there’s always one thing that you expect to find — quality service. So, why should your customers expect anything less?

Through Disney’s approach to quality service, you’ll learn ways to instill your team with a sense of pride and passion that is certain to help exceed expectations. Quality service is an aspect of business integral to any corporation, and that’s because we all have needs, wants and emotions. You and your employees’ ability to anticipate and react to them is a major step toward providing quality service.

Join BSCAI and the Disney Institute to gain an increased understanding of the Disney definition of quality service, discover how Disney utilizes research to gain an understanding of their guests, experience the processes Disney uses to design and implement quality standards and discover three quality service delivery systems.

Small Giants: Companies That Choose to Be Great Instead of Big
*View a video book brief on Small Giants
Bo Burlingham, author and editor-at-large, Inc. magazine
Saturday, November 13
8:30 a.m. – 10:00 a.m.

A new class of great companies has been forming.

Some are tiny; others are relatively large. Most are growing, often in unconventional ways, but several have chosen not to grow at all, and a few have made conscious decisions to scale back their operations. Most of them have been recognized for excellence by independent bodies inside and outside of their industries. Not coincidentally, they have all had the opportunity to raise a lot of capital, grow very fast, participate in a merger and/or acquisition, expand geographically and generally follow the well worn route of other successful companies.

They have chosen not to do these things, pursuing instead other goals they consider more important than getting as big as possible as fast as possible. To make those trade-offs, the organizations have had to remain privately owned, with the majority of the stock in the hands of one person, a small group of like-minded individuals or in a couple of cases — the employees. Bo Burlingham, author, Small Giants: Companies that Choose to be Great Instead of Big, and The Knack: How Street-Smart Entrepreneurs Learn to Handle Whatever Comes Up, will explore all of these scenarios in this fascinating session.

CBSE/RBSM Reception *By invitation only.
Friday, November 12
6:00 p.m. – 9:00 p.m.

Join fellow CBSEs and RBSMs for cocktails, appetizers and a keynote speech from Olympian and best-selling author Vince Poscente. The first 150 people will receive a complimentary copy of Poscente’s book, which can be personalized during the book signing.

Full Speed Ahead
Vince Poscente
7:00 p.m. – 8:00 p.m.

Using concepts from his bestselling books, The Age of Speed and The Ant & the Elephant, Vince Poscente shares his Olympic experience and the ‘speed’ model that took him from recreational skier to vying for the Gold in speed skiing in 4 short years.

Sponsored by Diversey