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.

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

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

16. Rosetta Stone Customer Portal – Serving 1 Million Customers Browse or Search Knowledge Base Support Portal Chat with Agent Submit a Ticket Phone Support

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.

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

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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!

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41. Refuse to Look for the Positive

42. Why Does This Always Happen to Me???

43. www.DougLipp.com Obstacle #2 Over-React

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48. Pitch a Fit (“Break” Stuff)

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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?

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58. www.DougLipp.com FEATURE FILMS ARE THE RE- SULT OF YEARS OF SCIENTI- FIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS

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60. www.DougLipp.com FEATURE FILMS ARE THE RE- SULT OF YEARS OF SCIENTI- FIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS

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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

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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

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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

90. Bridge-Building Activities

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

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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