Leading by Providing an Excellent Customer Experience

2020thu23jan11:30 amthu1:00 pmLeading by Providing an Excellent Customer Experience11:30 am - 1:00 pm

Event Details

Excellent Customer Experience




The area of leadership includes many opportunities to interact with customers, clients, employees and your community. How we interact and react is usually just as important as what we say. This process leads to a customer experience. Has our current culture forgotten the meaning of customer service? Do business relationships still matter in the marketplace or is all that matters is “getting the sale or getting my way?”

Based on the Disney World’s model of delivering excellent customer experiences to their guests and cast members, this session will highlight the need for all businesses and organizations to provide great customer experiences for all stakeholders including customers, clients and employees. During our time together, we will explore practical ways to uncover the magic of the need for and the delivery of a great customer experiences.


[title_small title=” ” /]

Learning Objectives


We will explore the value of relationships that lead to successful businesses and organizations.

What to do when there is a problem of poor customer or employee engagement.

Just because we are not Disney does not mean we should not or cannot provide great experiences for our customers and employees.


[title_small title=” ” /]

About Our Facilitators

Ted Baker, CEO & Executive Director, Muncie Innovation Connector, Inc. (IC), an independent technology focused incubator serving entrepreneurs in East Central Indiana. Now in his ninth year leading the Innovation Connector, Ted has witnessed tremendous growth with client startups and successful business launches. Previously he successfully started and grew several for-profit and non-profit businesses. He continues to teach in the nationally ranked Entrepreneurship Program at Ball State University. Ted has extensive experience with non-profit boards, governance policy and has advised and coached many entrepreneurs in East Central Indiana. Ted is a member of the board of directors of the International Business Innovation Association (InBIA) as well as a Certified Incubator Manager & Business Coach. He is a well known guest/keynote speaker and presenter in East Central Indiana. Ted’s passion and energy for the work he does is contagious and sights his goal in life as to make a positive difference in the lives of everyone he meets and works with.

Karl R. LaPan is the first President & CEO of the Northeast Indiana Innovation Center. He has served in this capacity since the formation of the organization October 16, 2000.

Karl received his undergraduate degree in 1986 from Franklin Pierce College in Rindge, New Hampshire, where he was graduated with a B.S. degree in Business Management with High Honors, Summa Cum Laude. He was also Class Salutatorian. Upon completing his academic degree, he joined General Electric Company, and in 1988, graduated from its prestigious Financial Management Program. Subsequently, in 1993, Karl received his M.S. degree in Human Resources Development from The American University in Washington, D.C. and is a member of the Pi Alpha Alpha Honorary Society. Karl graduated from the Mahler Program for Executives in December 1998.


January 23, 2020 11:30 am - 1:00 pm