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Virtual Speakers Bureau Panel: Client Retention, Presented by Rick Lochner and Holly O'Donnell

October 28, 2020 11:00 AM - 12:00 PM (CDT)


Presenter: Rick Lochner, RPC Leadership Associates, Inc.

Marketing is what we tell the world, branding is what the world tells everyone else. Because culture trumps everything else leaders do in business, creating client loyalty as part of the business’ DNA is crucial to the sustainable success of the business. In this presentation, participants will come away with a better understanding of the difference between satisfied clients and loyal clients, the tangible value of loyal clients and the importance of creating memorable moments of truth.

Rick Lochner started RPC Leadership Associates, Inc. after nearly 30 years of Management and Executive Leadership experience in a variety of service industries. As a graduate of the US Military Academy at West Point, Rick immediately saw first hand results of effective leadership leading soldiers in environments as extreme as the interior of Alaska to the front-lines of Germany. After the fall of the Berlin Wall, he traded his Army uniform for a business suit and, for the next 18 years, held leadership positions ranging from front-line management to executive management in Project Management, Sales Engineering, Customer Service, Vendor Management and Operations. He has effectively led organizations through change in large corporations and privately held entrepreneurial ventures, in multiple industries, both for-profit and non-profit.

In addition to earning his BS from the US Military Academy, Rick holds an MS from the University of Southern Mississippi and an MBA from Keller Graduate School of Management. Rick currently serves as a Senior Adjunct Faulty member at Keller Graduate School of Management where he teaches Leadership, Organizational Behavior and Managing Organizational Change.

Rick also serves as the President of the Board of Directors for Literacy DuPage, a non-profit dedicated to promoting literacy within DuPage County, IL as well as a member of the Naperville Area Chamber of Commerce Speakers Bureau.

Presenter: Holly O'Donnell 

Taking the Temperature of Client Engagement


 Business is relationships. What would your clients say about you? Do you listen to the

voice of the customer? Master client retention by removing the barriers that hinder brand loyalty. Build your market share through referrals and consistent client engagement.

  • Tailor experiences to enhance brand loyalty
  • Develop a service recovery plan
  • Create a cadence for obtaining client feedback
  • Gain word of mouth referrals

Client engagement specialist, Holly O’Donnell brings 20 years of expertise and consulting experiences for those wanting to impact their client experiences.  International leadership and motivational speaker, she simplifies the psychological approach of communication and interpersonal skills, helping clients gain perspective into how the client thinks. She brings versatility to speak to multiple industries and has spoken to hundreds of audiences. Holly has served as keynote speaker and influenced multiple day workshops, webinars, delivered audio trainings, and onsite interactive professional development programs.  Her topics include: Impacts of Personalities with Communication, Excellence in Customer Service, and Embracing Conflict.  Most recently she’s helped build the in-dealership luxury brand experience for the Lincoln Motor Company resulting in a #1 Client Satisfaction ranking by JD Power & Associates.


55 South Main Street, #Ste 390, Naperville, IL, 60540, United States

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