Moments of Magic: Strategies to
Get and Keep Clients
Shep Hyken, CSP, St. Louis, MO
In the spirit of Rick Jakle�s Magic of
Community theme, Shep will share concepts
that can create Moments of
Magic� in our business. From marketing and sales to
outstanding client service, Shep will divulge the top
strategies that create success for his business and make
his clients say, �wow!� H Shep started his speaking
career and Shepard Presentations in 1983. Since then,
he has worked with hundreds of companies and associations
to build loyal customer and employee relationships.
He is the author of Moments of Magic and The
Loyal Customer, and has been an NSA member since
1988. He enjoys success, due in part, to the many business
strategies put into practice that were shared by
the members from the NSA community.

Coloring Outside the Lines�How to
Look at You From Their Perspective
Jeff Tobe, CSP, Trafford, PA
Have you ever considered how your
clients see you? Learn to look at this
crazy business from a whole new perspective
and shatter the stereotype of the experience
your client expects to have with you. H Jeff has been
dubbed a marketing guru by many an NSA chapter
and credits his success in this business to his outsidethe-
lines approach. He is the author of Coloring
Outside the Lines: Business Thoughts on Creativity,
Marketing and Sales and also The Sales Coach.