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August 2016
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August Newsletter  

Born to be CEO
Secrets of Campbell Soup CEO, Denise Morrison

Denise Morrison was born in Elberon, New Jersey, and is one of four sisters who have all enjoyed successful business careers. The "Sullivan Sisters" were featured in a 2007 Wall Street Journal article, "Raising Women to Be Leaders."  Denise is the first-born; Maggie Wilderotter is chairman and CEO of Frontier Communications; Colleen Bastkowski was a regional vice president of sales at Expedia Corporate Travel; and Andrea Doelling, a champion horse jumper and was senior vice president of sales at AT&T Wireless.       

Their father, Dennis Sullivan, a Korean War veteran, and AT&T executive wanted to share everything he knew about business with his girls. He reportedly talked with them while they were still in grade school about setting profit-margin goals. Their mother, Connie Sullivan, taught them that ambition is a part of femininity.

"Our outings every Saturday were going to the library and picking out a book to read. While we were walking he would say, 'It took somebody years to write this book and in one week you're going to get all of this knowledge. How lucky are you.' Then we had to give him a book report, either oral or written. We could choose."

"We had job jars and they contained our chores for the week. So, he would talk about the importance of the family as a team and everybody on the team had to pull their weight. We had to get the chores done. We could barter the chores so we'd learn negotiation skills. They had to be finished; goal achievement. We were given an allowance pay for performance. I mean all of these lessons."

Denise Morrison graduated from Long Branch High School. She earned her B.S. degree in economics and psychology from Boston College, graduating magna cum laude. She was inducted into the Order of the Cross and Crown Honor Society for academic and extracurricular achievement.

Morrison was named President and CEO of Campbell Soup Company on August 1, 2011. Campbell is a global manufacturer and marketer of consumer food products, focused on simple meals, soup, baked snacks, and beverages.

Previously, Denise was Executive Vice President and General Manager of Kraft Foods’ Snacks and Confections divisions. Her extensive food business experience also includes senior leadership roles at Nabisco, Nestle, and Pepsi-Cola. She began her career at Procter & Gamble.

Denise was elected to the MetLife, Inc. board in February 2014. She was appointed Co-Chair of the Consumer Goods Forum in 2015 and serves on the organization’s board.  Denise was named to President Barack Obama’s Export Council in 2012. She is a founding member of the Healthy Weight Commitment Foundation, an initiative of manufacturers and retailers to combat obesity in the marketplace, workplace, and schools. Denise is also a member of the board of directors for the Grocery Manufacturers Association and Catalyst. She is regularly named among the Fortune and Forbes Most Powerful Women.

Morrison's compensation at the beginning of the fiscal year 2012 included an annual base salary of $950,000, a fiscal 2011 annual cash incentive of $602,292 and a fiscal 2012 long-term incentive grant of $4,845,000

Denise Morrison and her sister Maggie Wilderotter are two of the only 24 women currently leading S&P 500 companies. They took different paths to the C-Suite and work in vastly different industries, but today the two gals from Jersey run companies generating a combined $13 billion in revenue and employing 37,000 people.

The lessons to be learned are several:

1. Anyone can move up to become a CEO of a company regardless of sex.

2. Starting as a child is a good time to get your children interested in self-development and learning.

3. You have a huge influence on the success of your children. Start early while they're young.

4. Indispensable and extraordinary people Move Up. That can be YOU.

New Healthcare With Feelings Program - Ready to Ship

Our new Healthcare With Feelings customer service program is now available and ready to ship. (This is the Feelings program). We are replacing The Spirit of Excellence and The Essence of Caring health care programs with this new 3-session program. It has been in production for the last 9 months. It takes a huge amount of time to create a new program. Feelings, our flagship program, was originally released in January 1980. Over the last 36 years, we have spent millions of dollars on upgrading the programs and designing new versions.

This is the link to the brochure here.  

If you would like to see a segment of the video, leader guide, participant book, Certificate, technique card and customer service performance standard click here

Healthcare with Feelings has 3 design elements:

1. User-friendly leader guide so your staff can skillfully implement the program on site with a variety of facilitators.

2. 3 DVDs or flash drive with over 80 minutes of video. Professional narrator and talent with the vignettes.

3. A 135-page perfect bound 2-color participant book for each employee.     

Used throughout the 3 sessions and participants are asked to read the book and complete assignments in between sessions to reduce the training time by over 8 hours.

The packaging is a "10"  We believe that awesome packaging is critical to getting employees to buy into the concepts and use the material. The video has to be exceptional, the leader guide must be user-friendly and easy for your employees to facilitate and the participant material must be easy to read, understand and attractive if you want to change attitudes and behaviors. At Apple packing is everything. The same thing is true for Healthcare With Feelings.

Special pricing through August 31. We are offering a 25% discount off our Introductory Start-Up Package or any combination of product. Use this code  HWF25%  All SQI products have a money back guarantee.  If you are unhappy with the program after training your employees return the materials for a complete refund. There is no time frame for the return. In 45 years we have had 2 returns totaling less than $800.

Worldwide Customer Service Conference October 13-14, Minneapolis, Minnesota

If you want to learn how to drive a service culture and learn how to master customer service the October 13-14 Worldwide Conference is a must attend conference. We have conference speakers from all over the world. 

If you want to network with people from every corner of the world this is a huge opportunity. The conference is in Minneapolis, Minnesota at the Radisson Blu at the Mall of America.

The Agenda is here 

Two of our featured speakers are: 

Eduard Kim, Chairman & Founder of Technodom in Kazakhstan.

The service leader in Kazakhstan and one of the most successful businessmen. Eduard will share the results from the 3-year service culture plan. This is a billion dollar business similar to Best Buy.

The company was formed in 2002 in Almaty. Currently, the network "Technodom" includes 63 stores total sales area of more than 76 000 SQ. m in the 26 cities of Kazakhstan and Bishkek. The company continues its active development, open to everything new and progressive.

Leadership of "Technodom" among competitors is due to several factors. First of all, the company is customer oriented and offers the greatest possible range of electronics and household appliances in all price classes. Thanks to the most attractive prices “Technodom” is making electronic and computer equipment available to all segments of the population. The company is developing dynamically, it applies advanced trading technology and pays special attention to the professional level of its employees. Thoughtful service "TEHNODOM" takes into account all the needs of customers.

Sandhya Pruthi, M.D. Mayo Clinic - Consultant, Division of General Internal Medicine, and Medical Director of Patient Experience.  She is a consultant in the Division of General Internal Medicine and an associate professor of medicine in the College of Medicine, Mayo Clinic.

Dr. Pruthi's research is in breast cancer prevention. Her clinical expertise is the management of women at increased risk of breast cancer and providing preoperative counseling to women newly diagnosed with breast cancer.

Dr. Pruthi is the co-editor for women's health on MayoClinic.com and is the editor of the "Reader's Digest Women's Health Encyclopedia." She is an executive member of the board of directors of the American Society of Breast Disease and leads the Mayo Clinic women's health section of AskMayoExpert.

Registration is $997.

Click here for registration: http://store.customer-service.com/index.php/worldwide-conference-minneapolis-october-2016.html

Places to Go - Plan to spend an extra day or two to visit sites in Minnesota.

Mall of America 

MOA has always been big, and now it's getting even bigger. The famous mall, home to more than 520 stores, 50 restaurants, a theme park and an aquarium, is adding another 150,000 square feet of retail space that will bring in 50 to 75 new stores as part of a major expansion project. In addition to the new shops, a luxury hotel, family attractions, food court, and innovations in guest services are among the highlights in store for this year’s visitors to the famous mall. (FYI, there is no sales tax on clothing in Minnesota).

Minnesota Valley National Wildlife Refuge

US Fish and Wildlife Service
3815 American Blvd. East Bloomington, MN 55425

Near the Mall of America.Minnehaha Falls. If you’re new in town and are looking for a very Minneapolis thing to do, then visiting the scenic Minnehaha Falls must be at the top of your list.  Not only does this park feature great hiking trails and views of the only natural waterfall in town, but there are also loads of things to do.  During the warmer months, Minnehaha Park host’s weekly music in the park, Wheel Fun Rental offers daily/hourly bike rentals and Sea Salt Eatery scoops up some tasty ice cream.

Books to Read Challenge

Join me and read at least one to two books a month to enhance your skills. I find it very fulfilling and would love to hear which books you would suggest for not only me but all of our readers/partners:

  • The Customer is Boss by John Tschohl – a practical guide for getting what you paid for and more.
  • Pour Your Heart Into It by Howard Schultz—How Starbucks built a company one cup at a time.

“Commitment doesn’t guarantee success but, lack of commitment guarantees you’ll fall short of your potential”—Denis Waitley


John Tschohl
Service Quality Institute
9201 E. Bloomington Freeway
Minneapolis, Minnesota 55420 USA
Office 952-884-3311
Cell 612-382-5636


In this issue

»New Healthcare With Feelings Program - Ready to Ship

»Healthcare with Feelings has 3 design elements 

»World Wide Customer Service Conference - Minneapolis, MN

»Books to Read Challenge 


John Tschohl, President Service Quality Institute

Upcoming Events:

October 13-14, 2016 Minneapolis, MN - Worldwide Customer Service Conference

More Information » 

November 7-10, 2016, Lagos, Nigeria - Customer Service Certification

More Information »

November 14-17, 2016, Abuja, Nigeria - Customer Service Certification
More Information »

November 16, 2016 San Juan, Puerto Rico  John Tschohl Service Strategy Seminar
John Tschohl
Service Quality Institute
Minneapolis, Minnesota 55420
Office 952-884-3311
Cell 612-382-5636 
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