Secret Service Summit Speakers

(2011 Speakers)

	Dick Hoyt Motivational Speaker, Author, Father of the Century Ever met someone who has run a marathon? Yes, might even have been you. What about an Ironman? Probably, but have you ever met a man who ran 26.2 miles in marathons while pushing his disabled son, and than also towed him 2.4 miles in a dinghy while swimming and pedaled him 112 miles in a seat on the handlebars--all in the same day? A few dozen times? Sports Illustrated originally came out with the article Strongest Dad in the World, and ever since the story of Dick & Rick Hoyt has been the most inspirational father/son story I have ever heard.  read more
	David Wagner Author David Wagner is the best-selling author of, Life as a Daymaker: How to Change the World by Simply Making Someone's Day, and initiator of the "Daymaker Movement."  Wagner's philosophy for living a life that changes the world - one person at a time - through simple acts of kindness, has captured the hearts of thousands around the world.  read more
	Mark Moraitakis Director of Service Innovations, Chick-fil-A Chick-fil-A is regarded as one of the truly great world-class customer service anomalies, like Zappos, Southwest Airlines, and Starbucks. A true innovator, disrupting a stale industry (quick service restaurants) and serving as a case study for an business model from any industry to learn from.  read more
	Matt Stewart CEO, National Services Group Matt is the co-founder of National Services Group and has helped build NSG from a small Southern California business into a national leader in two industries. Matt’s passionate stories offer insight into navigating through the avoidable challenges encountered by most in business. Matt has helped to build multiple businesses based on delivering a world-class customer & employee experience.  read more
	Michael Caito President & CEO, Restaurants on the Run Restaurants on the Run, a multi-restaurant delivery and catering company serving cities all over the west coast. Michael is seen as being the expert in execution.  Michael’s business passions include leadership development, creating high performance organizations and delivering World Class Service.  read more
	Michael Coburn Director of Customer Service, Nestlé USA A 21 year veteran of Nestlé, Michael has revolutionized the Nestle Experience through Nestle’s customer service team, that deals directly with corporate buyers. One of Michael's strongest insights is how he looks at businesses from completely different industries and applies that service standard to Nestle’s model.  read more
	Jack Mackey Vice President, Sales Jack Mackey is Vice President at Service Management Group (SMG), where he helps companies guide and energize their people to deliver remarkable service. He is Past President of the American Society for Training and Development in Kansas City and a founding member of the Customer Experience Professionals Association.  read more
	Craig Russell Senior Vice President, U.S. Store Operations Services Craig Russell, senior vice president for U.S. Store Operations Services, leads the prioritization, alignment and implementation of all programs and projects supporting Starbucks U.S. business as well as manages the company’s Global Safety and Security functions.  read more
	John DiJulius THE Authority on Customer Service He is the founder and CVO (Chief Visionary Officer) of The DiJulius Group, a consulting firm that helps companies “Make Price Irrelevant”. Top organizations across the world use his philosophies and systems for creating a world-class customer service experience.  read more

Secret Service Summit Panelists

	Darlene Campagna President, Direct Opinions Direct Opinions is a survey solution and market research firm with over 28 years of experience working with organizations such as Midas, UPS, Nestle, 1-800 Contacts and Google.  The company, a Weatherhead 100 Award winner, specializes in developing customer satisfaction and performance measurement initiatives that produce strategic value and accelerate growth.
	Rick Sonkin Managing Partner of Sonkin & Koberna Co., LPA. Rick has been a partner for 20 years. His areas of expertise would be business and real estate law. Sonkin & Koberna firm has an outstanding reputation for superior client services.
	Melissa Gottlieb Vice President of Sales, Smart Business Magazines and Events Melissa is the VP of Sales of Smart Business Magazines, a multi media company focusing on business strategies. Melissa manages the entire US sales staff and has created world class customer service sales systems that has helped Smart Business grow to over 20 major cities in the United States.
	Ron Higgins President, Cogneato Ron takes online customer experience beyond the desktop to help you make the most of the "fleeting exchanges" created by websites, social media and mobile devices.
	Ellen Jo Plass & Dr. Dawn Holsted TLC Vision Laser eye surgery while an amazing procedure, competes more with discretionary money and economic conditions that anything else. Three years ago Ellen Jo and Dawn committed to making the patient experience TLC’s greatest competitive advantage. The systems they created, implemented and the results has been extremely impressive. Ellen Jo and Dawn will share how they transformed an entire company, 60 locations throughout US & Canada, into a service culture.