John Karabatsos

Redemption, Games and The Guest Experience

Presented By:  John Karabatsos

Monday, January 13th - 9:45 am - 11:00 am

What are the key components of a successful game room, and how should they work together to deliver the best guest experience while increasing your profitability? Join former NAMCO executive and newest member of the BPAA Bowling University Team, John Karabatsos, as he discusses important strategies and considerations on how to position your game room experience to keep guests coming back for more and more fun.

Jill Christensen Headshot

If Not You, Who? How to Crack the Code of Employee Disengagement

Presented By: Jill Christensen
Sponsored by:
 Brunswick logo

Monday, January 13th - 11:15 am - 12:30 pm

Organizations in the top tier of employee engagement have a 90% better growth trend than their competition; however, 67% of workers are disengaged through their day and giving you zero discretionary effort. They don’t trust leaders, they don’t feel an emotional connection to your workplace and they are only doing what they have to do to get by. How do you inspire employees to get off the sidelines and get into the game? Jill Christensen author of the best-selling book, If Not You, Who? Cracking the Code of Employee Disengagement, has uncovered a four-step strategy to turn your disengaged workforce into a unified high-performing team resulting in increased customer satisfaction, productivity, and retention.

Elnian Gilbert

The Art of Giving Great Service

Presented By: Elnian Gilbert

Monday, January 13th - 2:15 - 3:30 pm

Elnian Gilbert of ZingTrain will share with you the steps to the art of giving great services. Zingerman’s is a community of ten unique businesses that was named the Coolest Small Company in America by Inc. Magazine. It has earned its reputation for great service by intentionally creating an organizational culture that nurtures great service and by teaching each and every one of its employees the recipes that the organization has developed for great service – namely the 3 steps to giving great service and the 5 steps to effectively handling customer complaints.

Elnian Gilbert

Learning Lab: Chad Murphy - USBC Update

Presented By: Chad Murphy

Monday, January 13th - 3:45 - 5:00 pm

Chad Murphy, USBC Executive Director, will be on hand to discuss data from year #2 of the lane inspection project, the upcoming ball changes that are being implemented in addition to information about the “why” surrounding the changes that have been announced to the maximum youth age.