In Brian Monahan's, book Customer Delight 365, he explains why, regardless of your positive attendee satisfaction scores, your event may not have been as successful as you thought,. High attendee satisfaction scores are actually a mixed blessing for meeting and event planners. While they do offer a legitimate measure of success, they can also be misleading because they may only reveal a small part of an attendee’s experience. They might miss the most important metric of all -attendee delight. Unfortunately, delight is not easily tracked, but it can be easily delivered. It's a short journey by shifting your event design from head, to heart.
In this session you learn:
Director of Business Development
Brian Monahan, is the author of the “Customer Delight 365” and National Sales Manager with Prestige AV & Creative Services. Brian has been serving the meeting and events industry for over 20 years dating back to his career in the United States Marine Corps.
Brian brings a unique blend of passion for customer service excellence, creative event production/design and an exceptional business acumen. In addition to his industry focused passions, Brian is also passionate about helping others find success in life and business. In 2011 Brian converted this passion into expertise by becoming a certified professional coach. This certification has provided Brian a format for sharing his talents.
Brian currently lives in Cincinnati, OH with his wife Megan and 7 Year Old Daughter Ella. Brian’s personal and professional mission is to serve as “Your AV Ambassador” sharing his knowledge, resources and expertise with meeting and event planners, creating memorable and impactful events.
Brian has shared his insights at the MPI Mid-America Conference, Ohio MPI Reach Meetings, Ignite Cincinnati, Reston Herndon Meeting Planners and other industry organizations.
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