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Improve Employee Engagement to Increase Customer Retention
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Improve Employee Engagement to Increase Customer Retention

This webinar will focus on how open-book management provides solutions to and addresses issues of disengaged employees and low customer retention.

When: Tuesday, October 7
11:00 AM PDT / 2:00 PM EDT
Where: Webinar
Presenter: Bill Fotsch

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If every employee at a company thought and acted like an owner, imagine the impact it would have on their interactions with customers. Not only would employees understand the bigger-picture significance of their relationship with each customer, they would have the motivation to make each interaction an effective marketing moment. Engaged employees would be cognizant of the company brand, and strive to represent it positively. Customer retention would soar.


The objective of this session is to share with sales and marketing professionals this open-book methodology and provide an understanding of how they can use the principles to improve employee engagement, and ultimately improve customer retention. Sales and marketing executives play a vital role in propelling their organization towards adopting open-book management due to their closeness with the customer. Finally, they can understand from experience that engaged employees mean engaged customers.

Learning Objectives:

  1. The success of this presentation will be measured by participants rating their increased understanding of general open book principles. The desired outcome is to provide sales and marketing professionals an understanding of open-book management that allows them to improve company results and improve the lives of the employees who drive those results.
  2. Attendees will benefit beyond a conceptual understanding when sales and marketing professionals have the ability to share with their executive teams the principles of open-book management and how it can increase employee engagement.
  3. Attendees will understand how to implement open-book management by seeing how this is done in a case example format.

About the Presenter:

Bill has worked with nearly 400 companies over the past 20+ years (including several larger organizations such as Southwest Airlines and Capital One, BHP Billiton and many smaller, privately held businesses), helping them develop a systematic approach to open-book implementation and success.

Bill has presented in varied speaking roles at numerous functions, including being a guest lecturer at University of Chicago Business School, and conducts webinar presentations on a regular basis.




Sales and Marketing Executives International, Inc.
PO Box 1390
Sumas, WA 98295 USA

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