Articles

2017 Thought Leader in Business Award Recipient: Rep. Carolyn Maloney

Thought Leaders In Business is proud to present the 2017 Thought Leader in Business Award to Congresswoman Carolyn Maloney for her outstanding leadership in all matters of cybersecurity, governance, and thought leadership in tumultuous times.

Following presentation of the award, Congresswoman Maloney will address and update our community with the latest from Washington, with a particular focus on Cybersecurity impact and thoughts on regulation.  Following her presentation, Congresswoman Maloney will take questions from the audience.

Congresswoman Carolyn Maloney was first elected to Congress in 1992. She is recognized as a national leader with extensive accomplishments on financial services, national security, the economy, and women’s issues. She is a senior member of both the House Financial Services Committee (where she serves as Ranking Member of the Subcommittee on Capital Markets) and the House Oversight and Government Reform Committee, and the Ranking House member of the Joint Economic Committee.

Her career has been a series of firsts. Maloney is the first woman to represent New York’s 12th Congressional District; the first woman to represent New York City’s 7th Councilmanic district (where she was the first woman to give birth while in office); and was the first woman to Chair the Joint Economic Committee, a House and Senate panel that examines and addresses the nation’s most pressing economic issues. Only 18 women in history have chaired Congressional committees.

Pre-Registration is mandatory for this, and all Thought Leaders In Business events.  Please make sure you register by clicking the “Register” button.  There will not be any on-site registration.  Only pre-registered attendees allowed into the event.

We look forward to seeing you!

Thought Leaders in Business Discussion: 3 Surprising Lessons in Service Design

When we think about the traditional rules of business, general platitudes come to mind like “Go above and beyond,” or “The customer is always right.” However, service design is changing the way we do business. With these changes creating leaner business models and more streamlined sales, we should accept that there are new lessons to learn and new ways of interacting with customers. This quarter’s Thought Leaders in Business featured Tom Steward and Patricia O’Connell, authors of Woo, Wow, and Win! Service Design, Strategy, and the Art of Customer Delight. Tom and Patricia explored some of these lessons in our most recent Thought Leaders in Business, and some of them may surprise you.

Forget What You Learned from Manufacturing

Almost every business “rule” that we’ve learned is tailored to fit a manufacturing business model, but many of these rules don’t fit anywhere in a service design business. Service design is much more flexible because when the product we sell is a service we’re incorporating the human element. Service design customers are incredibly hands-on throughout the selling process. This real-time customer engagement with the service you’re selling leaves room for instant feedback and can cause some hiccups as no interaction is identical. However, this unique flexibility also allows you to maintain a much closer connection with your customers and provide them with a better, more tailored service – for both you and them.

No Heroics

When a customer purchases a manufactured product, it’s finished. The expectation is that that product will be fine-tuned, excellent, and consistent. This heroic sense of excellence has been lauded as the necessary but difficult-to-achieve goal for many organizations. However, when you apply this lesson from manufacturing to service design, it doesn’t translate well. Service design professionals attempt to meet this goal of excellence by going “above and beyond.” The problem is that you cannot maintain any sense of consistency with your customers when you work to exceed their expectations. Service design focuses on lean production and lean consumption – any extra “above and beyond” heroics creates confusion, and adds additional steps to what should be a streamlined, and most importantly, consistent process.

Don’t Surprise Your Customer

Related to this idea of maintaining consistency in your service design business is the concept of surprising your customer. The idea that businesses need to “surprise and delight” their customers is completely wrong for the service design business model. Nobody likes to be surprised when they’re expecting a specific service. Surprises create inconsistency in the expectations of your customers. Have you ever heard of a hair stylist surprising their customer with a new color or style they didn’t ask for? If you have, I doubt the “surprise” story had a happy ending.

Additionally, a customer shouldn’t be surprised when you complete the services they expect from you. In general, surprises don’t go over well in service design. Instead of surprising your customers, focus on delighting them by meeting their expectations. Let the quality of your work speak for itself – no surprises necessary.

Final Thoughts

The rules of business that have been drilled into the minds of business owners through countless seminars, articles, and white papers the world over make sense…for traditional product-based manufacturing businesses. Service design is its own unique business model, and should be treated as such. Whether your service business is B2C or B2B, you deserve to follow “rules” that don’t limit you and your business’s growth potential. The different set of expectations for both service providers and customers in service design are necessary. Tom Stewart and Patricia O’Connell gave an amazing presentation at Thought Leaders in Business. Stay tuned for the video to follow.

Stay tuned for the video capturing this event, and check out the slide show presentation here. 

 

Woo, Wow, and Win! Service Design, Strategy, and the Art of Customer Delight

Join us at the re-launch of Thought Leaders In Business
at the Yale Club, Thursday, March 9th, 6:00pm
featuring best-selling authors:

Tom Stewart & Patricia O’Connell

discussing their latest book:

Tom and Patricia will reveal the importance of service design for your company and offer executives in services businesses clear, practical strategies for designing and delivering great customer experiences, from beginning to end—the kind of experiences that build loyalty and lasting relationships. The connection between company and customer is very different in services—which represent 80% of the economy—than it is when customers are buying a product. In these businesses, customers aren’t waiting at the loading dock for a product to be delivered; they’re part of the process. You may think you’re selling a service, but what you are really selling is an experience, one you design but your customer helps create and shape.

Service Design links strategy and operations to the actual experience of your customers.

Following the talk, please join us, engage, and discuss
at our wine and hors d’oeuvres reception!

Space is limited! Please click here to RSVP!

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Tom Stewart is the Executive Director of the National Center for the Middle Market, the leading source for knowledge, leadership, and research about mid-sized companies, at The Ohio State University’s Fisher College of Business. Tom is an influential thought leader on management issues and ideas and an authority on intellectual capital and knowledge management.

Before joining the National Center for the Middle Market, Tom served as Chief Marketing and Knowledge Officer for international consulting firm Booz & Company (now called Strategy&). Prior to that, he was for six years the Editor and Managing Director of Harvard Business Review, and earlier served as a member of the Board of Editors of Fortune magazine.

He is the author of two other books, Intellectual Capital: The New Wealth of Organizations and The Wealth of Knowledge: Intellectual Capital and the Twenty-first Century Organization. He has published articles in Harvard Business Review, strategy + business, Fortune, Business 2.0, Financial Times, and elsewhere.

Tom is a graduate of Harvard College and holds an honorary doctorate from Cass Business School, City University London.

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Patricia O’Connell is president of Aerten Consulting, a New York City–based firm that works with companies to devise content strategies and develop thought leadership for top management. Her interest in service design expresses a lifelong pursuit of the idea that “there’s got to be a better way.” She is the writer, with author Neil Smith, of the New York Times bestseller How Excellent Companies Avoid Dumb Things: Breaking the Eight Hidden Barriers that Plague Even the Best Businesses.

Patricia is twelve-year veteran of BloombergBusinessweek.com, where she served as news editor and subsequently as the management editor. There she worked with writers and thought leaders like John Byrne, Marshall Goldsmith, Dov Seidman, Bill George, Ben Heineman, Don Tapscott, Bruce Weinstein, and others, while overseeing the design and launch of new channels and services.

A graduate of Boston College, Patricia has worked with such organizations as the Project Management Institute, the Association of Management Consulting Firms, Strategy&, Boston Consulting Group, Hay Group (now part of Korn Ferry), Stephens Inc., Savannah College of Art and Design, and T. Rowe Price.

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Thought Leaders In Business, Inc.
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New York, NY 10016

Holiday Improv Celebration

with 
David Armstrong
&
Jason Perez

Tuesday, December 6, 2016
6:00 pm

Location:
Baker Hostetler
45 Rockefeller Plaza
Our Host: Dennis Cohen

RSVP HERE

It’s holiday time and so we will celebrate the holidays as only Thought Leaders can… with a comedy party.

That’s right, a time to laugh.

Join us on December 6 at 6.00 pm as the leaders of improv comedy from Improv (In)Corporation show us how our inner comedians can enable us to relax, have fun and work together in an esprit de corps.

They will start out with some fundamentals about the theories, valuable outcomes, inner challenges, personal skills, cosmic intellectual underpinnings of how improv works. All that. But enough about the fundamentals. What about the fun?

Yes, fun is on the agenda. Come and play with your Thought Leaders brethren. It’s the holidays and we’ve been through a lot recently.

Time to laugh a little, are you in?

Our comedic leaders:

David Armstrong

David has been performing and teaching improvisation for 12 years. In addition to classes from The Groundlings and Second City, he has worked at the National Comedy Theatre, serving as a performer, instructor, coach, and corporate facilitator for its team building and engagement workshops. He works with people in various industries seeking improved interpersonal skills, stimulation in creativity, or overcoming fears of public speaking.

Jason Perez

Jason, originally from Southern California, has been teaching and performing improvisation for 12 years. Jason has taught improvisation academically at Cal State San Marcos and CU Boulder as well as 8 different high schools throughout the San Diego area. He has trained and performed with the Upright Citizens Brigade, Second City, National Comedy Theater, Improv Olympic, and Peoples Improv Theater.

Shopping at Retail: Revolution or Devolution? What’s in Store?

with 
Pana Diamantopoulos

Thursday, October 6, 2016
6:00 pm

Location:
Baker Hostetler
45 Rockefeller Plaza
Our Host: Dennis Cohen

It is not news that the retail business is being roiled by disruption, largely due to a shift in shopping and buying habits on the Internet.

Even Walmart bought Jet.com. Macy’s recently closed 125 of its stores.

So, it is curtains for retailers? Is the luxury market facing the same dynamics?

Research shows that consumers are increasing shopping in stores and buying online where it is often cheaper, more convenient and faster.  However, higher end brands find that their customers are shopping online and buying in store. For these prices, they want service and a sensory experience that relates to the products they are about to buy.

The issues facing retailers are:

  • Do they have the foresight to see and embrace omni-channel market trends?
  • Can they adapt by identifying options within those trends?
  • Have they developed strategies and executions to implement those options?

Consumers always desire to be included in a brand. However, managers must re-think how they can create value for shoppers and buyers, who are now not necessarily the same person.

pana-picPana Diamantopoulos, a prominent consultant to luxury marketers, is an expert in retail operations. She has a deep understanding of the customer journey and how to generate sales through store and product design, merchandising, customer-oriented “ceremonies,” staffing requirements and training programs.

Soon to open her own firm, Pana has worked for Chanel, Hermes and other high end brands and is often quoted in major consumer and trade fashion media, as she is known as the ‘go-to” resource for leading edge retail solutions.

We look forward to seeing you at our venue.

Please reply to this email or to RSVP@TMGR.COM to let us know you plan to attend.

Please check in with the security desk in the lobby when you arrive.

 

Employee Engagement: What Managers Can Do to Generate Teamwork and Productivity

with Amy Peloso

Thursday, September 8, 2016
6:00 pm

NOTE OUR NEW LOCATION!
Baker Hostetler
45 Rockefeller Plaza
Our Host: Dennis Cohen
Managers face the ongoing challenge of keeping their staff consistently engaged, productive and loyal. But, with a growing awareness of health and wellness, the standard tchotchkes, happy hours, and birthday cakes aren’t cutting it anymore.

Does the availability of healthy foods and activities really have a positive impact on employee engagement? Nowadays, it certainly does.

Join our discussion and learn why managers are shifting their perspective to focus on the employee in a holistic manner as a way to generate motivation and success.Amy Peloso photo

Amy, who works for ohmygreen (a wellness company that provides healthy food and beverages and wellness programs to employers) is watching the trends on both the east and west coasts and will share her insights with the group.

Amy Peloso works as the Director of Client Management for ohmygreen (www.ohmygreen.com), ensuring that clients are pleased and satisfied with their products and services. She made her rounds working in corporate America (at American Express, AstraZeneca, and Hearst Magazines), non-profit, solopreneurship and now the start-up world. She’s a keen observer and loves to educate and share her insights, experience and counsel to benefit individuals and grow companies.

We look forward to seeing you at our new venue.

Please email RSVP@TMGR.COM to let us know you plan to attend.

Please check in with the security desk in the lobby when you arrive.

Today’s Reality: The American Luxury Marketplace Is Much Larger Than Many Marketers Believe

with Bob Shullman

Thursday, August 4, 2016
6:00 pm

NOTE OUR NEW LOCATION!
Baker Hostetler
45 Rockefeller Plaza
Our Host: Dennis Cohen

When one speaks with business people about the size of the American luxury marketplace, the conventional wisdom is that it is quite small, exclusive and high priced.

However, research has proven that virtually everyone wants a little bit of luxury in their lives and the practical reality is the luxury marketplace is much larger than the latest BMW speeding down the highway in a TV ad or the latest Louis Vuitton designer dress featured in Vogue.

We will learn about the true nature of the luxury marketplace and the role it plays in our overall economy as a source of employment, investment and entrepreneurial opportunities.

Bob Shullman PhotoBob Shullman is Founder & CEO of the Shullman Research Center, launched in 2012. His many years of practical experience as a corporate officer, management consultant and advisor in the luxury, affluence and wealth marketplaces have given him a unique perspective in these ever-evolving categories.

Prior to launching the Shullman Research Center, he gained industry recognition for transforming the Mendelsohn Affluent Survey from a publication-oriented media planning tool into today’s multi-media, consumer insights platform — the Ipsos Affluent Survey — during his tenure as CEO of Ipsos Mendelsohn.

 

We look forward to seeing you at our new venue.

Please email RSVP@TMGR.COM to let us know you plan to attend.

Please check in with the security desk in the lobby when you arrive.

Business Operations Best Practices: Addressing Today’s Infrastructure Challenges to Create Systems for Tomorrow’s Growth

with Linda Kagan & Jeff Loehr

Thursday, July 7, 2016
6:00 pm

NOTE OUR NEW LOCATION!
Baker Hostetler
45 Rockefeller Plaza
Our Host: Dennis Cohen

Every business needs a formula.  In fact, they need many operational formulas for every part of the business to keep systems and the people who run them in sync.

While this seems obvious, in practice it is not so.

Managers are so busy running their operations that they place the development of best practices on their “someday” list.  This does not produce optimal long term outcomes.
Linda Kagan and Jeff Loehr of Stratist, a management consulting firm, will address key approaches that business managers can use to create smart revenue, which is the revenue that can be leveraged for continual growth.

Infrastructure management is the primal force that fuels product and service improvements, new market entries, sales growth, financial stability, talent recruitment and client retention.

This evening will open a door for many business managers to discover that key enhancements can easily be integrated into their operations. Linda Kagan photo

Linda Kagan is a partner at the Stratist Group.  She has over twenty years of experience as a corporate restructuring and business attorney turned business strategist.  Her focus is on implementing strategies for growth and aligning businesses with complementary partners and leveraging these strategic partnerships to enter new markets.

Jeff Loehr photoJeff Loehr is a partner at the Stratist Group.  He has experience working with teams of all sizes and at all stages of company development, from developing a strategy for tech startups to creating an innovation program for the world’s deepest mine.  He works with teams and companies to create actionable strategies and the supporting infrastructure helping them grow, innovate and compete effectively.

We look forward to seeing you at our new venue.

Please email RSVP@TMGR.COM to let us know you plan to attend.

Please check in with the security desk in the lobby when you arrive.

Future Focus: A Primer for the New Black in Engagement and Confidence in Investing

with 
Bob Gay

Thursday, June 2, 2016
6:00 pm

Baker Hostetler
45 Rockefeller Plaza
Our Host: Dennis Cohen

IMG_9613We all make investment decisions at some point in our lives. The tools to support those decisions are stuck in a complex old narrative designed to be opaque and confusing.

There has been a disruption in the investment management world in recent years with the appearance of digital finance platforms, aka, the robo advisors. They answer the question: “How am I doing?” in the industry narrative of risk/return. They are getting people visually connected to their money in a very personal way.

What will that personal financial experience look like in the future? How will the narrative transform into one that is personal, empowering, entertaining and educational. Emerging technologies in big data analytics, machine-learning and virtual reality support the presentation of your financial life in a way that fosters engagement.

Robert Gay, a top ranked quantitative analyst among institutional investors, has patented a program to create intelligence from company financial statements. It illustrates valuable relationships that prescribe action. The relationships answer the question: “Why am I doing well/poorly?”

Bob will lead a conversation for what is possible when we add a third dimension and motion to the financial experience.

We look forward to seeing you at our new venue.

Please reply to this email or to RSVP@TMGR.COM to let us know you plan to attend.

Please check in with the security desk in the lobby when you arrive.

Cyber Security: An Issue that Keeps on Growing

Tuesday, February 2, 2016
6:00 pm

NOTE OUR NEW LOCATION!
Baker Hostetler
45 Rockefeller Plaza

Our Host: Dennis Cohen


Cyber security is an issue that only grows in every corner of our global garden.  Some would say it is an invasive weed with no herbicide in sight.

Every day, we face headlines in the media, from government agencies, our corporate governance departments and companies that tell us they have software to stop the problems. At every turn, there is an atmosphere of apprehension and trepidation.

What can a company do to guard itself and its clients? Can we stop the malicious organizations that steal our data, listen and gain access to our conversations and compromise the integrity of our business operations?

A panel of experts from various cyber related industry sectors will offer their perspectives and knowledge on this vital issue:

  • Chris Moschovitis, tmg-emedia, strategies and practices
  • Galya Datskovsky, Vapor Stream, products
  • Shawn Bernabeu, HUB International, insurance
  • Jerry Ferguson, Baker Hostetler, law

Our moderator will be Anna Murray of tmg-emedia, who specializes in software development.

This is an opportunity for attendees to listen to industry leaders who have a deep understanding of the ways in which business managers can defend and protect their organizations in the continual struggle with cyber security issues.

We look forward to seeing you at our new venue.

Please reply to this email or to RSVP@TMGR.COM to let us know you plan to attend.

Please check in with the security desk in the lobby when you arrive.