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*"You
have the remarkable and uncommon ability to use your natural skills
in humor and drama to clearly convey the more serious parts of your
presentation. You entertained us, but you also used the fact that
you'd gotten our attention to drive home key concepts in your presentation.
That's a rare skill-you were astonishingly good!"-
Elizabeth Lane Lawley Ph.D Rochester Institute of Technology
*"You had me in the palm of your hand... I was enthralled by your presentation... I was inspired, and I learned a few things I can apply right here in Columbia S.C."- Beverly Shelley SC Dept. of Parks, Recreation & Tourism *"We were so impressed with Louie's presentation and its relevance to our own customer service...our nearly 1800 customer service associates were treated to a lively, humorous, and uplifting presentation." - Kim Harm Executive Vice President Customer Service Operations Mutual of Omaha Co. *"Louie is an extraordinarily gifted individual who has the capacity to touch the minds and hearts of a room full of skeptical individuals and change their mindsets in one hour and twenty minutes! WHAT A FEAT!"- Kathy Pagliughi Regional Director of Stores Kids "R" Us *"Thank you for providing an inspiring and entertaining evening for our Fisher Scientific Customer Service management team! My week long meeting wrapped up today and I wanted to share some great feedback with you. Principles you highlighted made a profound impact on several members of my team. Your stories were funny, entertaining, and correlated very well to our exciting initiatives for 2004. Again, thank you!" - Angela Blackburn Fisher Scientific
FORBES MAGAZINE Funny Business Thursday May 22, 6:35 pm ET By Monte Burke Those consumers who want fun as much as products are finding it in some unlikely places. Bank of America (NYSE:BAC - News) is the nation's largest consumer bank, but it doesn't want to act like one. That's why tellers at its 4,000 branches have recently started bolting their posts to hop around in conga lines. At Bank of America these antics are the result of mandatory "spirit training," developed because bank brass want employees to have the chirpy demeanor of workers in Disney theme parks. Bank of America insists customer satisfaction is soaring. MONEY MAGAZINE January 2003 (Excerpt from article on KEN LEWIS CEO BANK OF AMERICA) In the year and a half since, Lewis has worked with a Disney consultant* to train retail personnel to make the banking experience more pleasurable. Changes that have improved customer satisfaction. So far, those moves are paying off. Bank of America is grabbing market share at an impressive clip: The company has topped earnings estimates for the past seven quarters. * Louie Gravance is that Disney consultant! (Except of letter from JIM BUCHANAN, BANK OF AMERICA READINESS EXECUTIVE): Dear Louie, I wanted to take a moment to express my sincere appreciation for all of your leadership, help and support. "The Bank of America Spirit" is transforming our company and I believe will also help to transform financial services around the world. We could not have designed, developed and now implemented "The Bank of America Spirit" without your expertise, tenacity and passion for world class excellence in everything you do. When the Bank of America brand becomes synonymous with great customer and associate experiences you should take personal pride in your contribution to our journey and achievement.
Phone:
(808) 250-5133 | Email: louie@gravance.com
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