Katie Mares knows the challenges organizations encounter as they strive to design a customer service program that is sustainable and has an impact in the marketplace. She also knows that developing a program is one small step to success, it is the tools and implementation plan that makes a program take flight.

Using her experiences as a CEO, building company infrastructure and designing customer experience programs, Katie is now a leading voice inspiring positive, actionable change in the dealerships and organizations and women she partners with. Katie has earned her Master’s degree in adult training and development and is a certified training and development professional.

 


Sunday 2:30 p.m. Room: 11

HOW TO TAILOR YOUR BRAND EXPERIENCE TO THE DECISION MAKER: THE WOMAN

The times are changing. Women are becoming more comfortable with taking care of themselves. Here’s the catch: the deci- sion maker expects an experience! Katie Mares will share how the power of falling in love affects the relationship your female customers have with your brand. She will discuss the psychological differences between men and women, and will provide you with five applicable takeaways that can be actioned when you return to your spa. This interactive session is full of insights and scientific facts on what your female consumers want in an experience — and how you can live up to their expectations.


Monday 2:30 p.m. Room: 11

HOW TO PROVIDE A 5-STAR EXPERIENCE

Katie Mares will discuss the impact a well-designed brand experience has on the experiences your spa provides for the em- ployees and the consumer. Katie will reveal five easy steps to providing a 5-star experience. She will have the participants moving around through a fun and interactive journey mapping exercise. During this exercise, the participants will identify ways to wow the customer during each touch point in their journey. Katie will share personal stories about her experiences as a customer and how she has helped change the way businesses have transformed their brand experience.