NRRA Confab To Include Customer Retention, Growth Sessions

NU Online News Service, Aug. 28, 12:43 p.m. EDT

With a focus on tax, regulation, investment and other issues for risk retention groups at its annual conference, Sept. 23-25, the National Risk Retention Association said it also will feature experts discussing retention of customers and growth in a down economy on the final conference day.

In his session, "Delivering World Class Service," Bryan K. Williams, a consultant, trainer and author focused on service excellence and organizational effectiveness, will discuss continuous improvement and purpose-driven leadership, NRRA said.

Mr. Williams--who worked with the Ritz-Carlton Hotel Company, LLC for almost 10 years, helping to set and execute the global training strategy for the company and its corporate university, The Ritz-Carlton Leadership Center--believes that world class service is not unique to any specific industry, NRRA said.

Lynn M. Thomas, an experienced consultant working with companies on their sales and client retention rates for more than 20 years, will present "Love 'Em or Lose 'Em: Customer Retention in Action!"

NRRA said Ms. Thomas has gathered business intelligence from clients, employees and agencies and analyzed the data to develop recommendations. She authored the book Irresistible Businesses: Dazzling and Delighting Clients for Life and has written articles for publications, including National Underwriter.

Richard I. Kolsky, Ph.D., a faculty member and academic director at the Kellogg School of Management at Northwestern University, will present "Market-Focused Innovation: Antidote for Turbulent Times."

Mr. Kolsky has consulted with a variety of leaders in the financial and professional services businesses, including wholesale banking, trust, personal financial services, life, health and P&C insurance, and risk management, NRRA said, helping them take marketing to the bottom line.

For further information about the conference, visit NRRA's Web site at www.nrra-usa.org