The Business of Meetings

How can you consistently delight your customers while also providing exceptional value? In business, relationships are everything. Companies prioritizing customer delight set themselves apart, creating lasting impressions and strong customer loyalty.  Stay tuned as Eric shares practical insights and examples to help you surprise, delight, and elevate your customer interactions. The Power of Small, Thoughtful Gestures The answer to delighting customers lies in making personal yet meaningful connections. A memorable experience might come from a simple, thoughtful action. For instance, Eric recalls how a small gesture when traveling– a message about his favorite TV show being available in his hotel room, left him with a lasting impression, proving that even a small effort can make customers feel special. Identifying and Improving TouchPoints To truly delight customers, you need to analyze every interaction with them. Mapping out the touch points throughout the entire customer journey allows you to gain insight into potential areas of improvement. By asking, "What could I have done differently?" business owners can uncover opportunities to surprise their customers, enhance their experiences, and exceed their expectations. Surprising Customers with the Unexpected Routine gestures, like sending a Christmas card, might be well-intentioned but fail to stand out. To make a lasting impression, surprise your customers with something unexpected, like recognizing a personal milestone or commemorating a specific event in their company. That can make a big difference, as those thoughtful touches demonstrate your attention to detail and show your customers that you value them.   Leveraging Expertise for Strategic Value Customer delight also comes from using your expertise to provide additional value. By aligning your services with your customers' goals and strategies, you can shift from being a service provider to becoming their strategic partner.  Customers will appreciate your proactive approach and genuine desire to support their success, and that will strengthen their relationship and build trust. Tough Love and Assertive Support Sometimes, you need to be assertive to help your customers. Offering honest feedback and sharing your expertise, even when that feels difficult, shows that you have their best interests at heart. Taking the initiative to speak up when necessary, even if it means pointing out potential issues, demonstrates your commitment and reliability, which can deepen their trust and improve future outcomes. Bio: Eric Rozenberg Eric is a business builder and the founder of Event Business Formula, the only platform exclusively dedicated to helping and supporting business owners in the Meetings & Events Industry. He has helped thousands of entrepreneurs grow and manage their business better. For two decades in a previous life, Eric has consulted with Fortune 500 companies and produced award-winning sales meetings, incentive trips, product launches, and conferences in more than 50 countries across diverse industries. His podcast, "The Business of Meetings", is the first podcast in the Meetings & Events Industry dedicated to business owners and the largest source of free information with over 240 episodes and fabulous guests. His first book, Meeting at C-Level, is the first book on the Why? of a meeting. It has been endorsed by 20 of the most influential leaders from the corporate and association worlds. His second book, Before It’s Too Late, A Love Letter to My Daughters and America, is a story of grit, perseverance, and courage. It describes why and how he and his wife brought their daughters to America and why it is the greatest country on Earth. Eric was the first European to serve as Chairman of the International Board of Meetings Professional International (MPI). Connect with Eric Rozenberg On LinkedIn Facebook Instagram Website  

Running a business of your own is not for the faint-hearted.  To be successfully self-employed, business owners must develop the resilience to stress most people find overwhelming.  Stay tuned to learn about mindset shifts entrepreneurs need to make to grow successful businesses. Adaptability is Essential Entrepreneurs must be willing to change and adapt if they want to be successful. Sticking to old, familiar methods can lead to stagnation, so they must embrace new ways of thinking, working, and problem-solving to stay competitive and grow their businesses. A Long-Term Vision Provides Stability Entrepreneurship is like a roller coaster. A clear, long-term vision helps business owners stay grounded and focused during challenging times. Regularly revisiting their ultimate goal will allow entrepreneurs to navigate obstacles with more resilience and ensure that their short-term struggles do not derail their long-term success. Confidence Over Comparison Imposter syndrome can lead even the most accomplished professionals to doubt their abilities. Rather than comparing themselves to others, business owners should focus on their journeys, achievements, and progress. Defining success through their values rather than external benchmarks gives business owners a far more fulfilling and sustainable business experience. Building the Right Team No entrepreneur has ever succeeded alone. Delegation is crucial for growth, so business owners need to trust their teams to handle responsibilities effectively. Empowering others gives business owners time to focus on areas where they can add the most value. So, even if employees fail to execute tasks just as you, the business owner, would, what ultimately matters is client satisfaction and overall business progress.  Success is Personal In a world that glorifies billion-dollar startups, it is easy to feel that small-scale success is not enough. However, the reality is that the vast majority of businesses operate on a much smaller scale. Success is about creating something meaningful and sustainable. So, instead of measuring their success through revenue alone, entrepreneurs should focus on building businesses that align with their goals, values, and desired lifestyle.  Final Thought Eric reminds business owners that to be successfully self-employed, they need to get comfortable with stress levels that would destroy most others.  Embracing challenge, change, and uncertainty is part of the entrepreneurial journey. So, keep working on your business, trust the process, and develop a mindset to support your continued success. Connect with Eric Rozenberg On LinkedIn Facebook Instagram Website  

Do your company values genuinely shape the way you run your business? Today, Eric dives into how to build a company culture to align with the values of your business and ensure they determine how you operate within your business.  Join us to learn the significance of upholding your company values, even when it involves making difficult choices or sacrificing some revenue. Turning Down Business for Ethical Reasons Eric begins by sharing three stories to illustrate the importance of sticking to the core values of a business.  In the first story, he faced a dilemma when a major pharmaceutical client wanted to hold a sales meeting in Vienna just as a controversial political leader had taken power in Austria. Despite needing the business, Eric stood by his principles and refused to organize the event. After discussing his concerns with his client, he was allowed to keep their business and chose a different destination.  Looking back, Eric realizes he could also have accepted the job and donated some of the revenue to an organization opposing that ideology. Quality Over Cost In another story, Eric lost a bid because his pricing was too high for a senior project, even though it aligned with industry standards. Months later, the same company was dissatisfied with their chosen provider and asked him to step in for a critical sales meeting. Eric and his team worked all night to deliver an exceptional event. However, when it was time to discuss future projects, the procurement officer insisted on a 30% fee reduction. Refusing to undervalue his work, Eric walked away from the deal. He learned later that the company dismissed the procurement officer. Letting Go of a Toxic Team Member Eric had to make a tough personnel decision when a project manager he knew personally before hiring her turned out to be toxic to the team. She often criticized others and fostered a negative atmosphere. So Eric let her go, even though she was highly skilled, prioritizing company culture over individual talent. The immediate improvement in team morale confirmed that he had made the right choice. Defining and Living by Company Values For all business owners, establishing values is the key to guiding their choices regarding clients, vendors, hiring, and overall company culture. Business owners build a foundation for long-term success and sustainable growth when their values have been well-defined and consistently applied. Bio: Eric Rozenberg Eric is a business builder and the founder of Event Business Formula, the only platform exclusively dedicated to helping and supporting business owners in the Meetings & Events Industry. He has helped thousands of entrepreneurs grow and manage their business better. For two decades in a previous life, Eric has consulted with Fortune 500 companies and produced award-winning sales meetings, incentive trips, product launches, and conferences in more than 50 countries across diverse industries. His podcast "The Business of Meetings" is the first podcast in the Meetings & Events Industry dedicated to business owners and the largest source of free information with over 240 episodes and fabulous guests. His first book, Meeting at C-Level, is the first book on the Why? of a meeting. It has been endorsed by 20 of the most influential leaders from the corporate and association worlds. His second book, Before It’s Too Late, A Love Letter to My Daughters and America, is a story of grit, perseverance, and courage. It describes why and how he and his wife brought their daughters to America and why it is the greatest country on Earth. Eric was the first European to serve as Chairman of the International Board of Meetings Professional International (MPI). Connect with Eric Rozenberg On LinkedIn Facebook Instagram Website  

The Business of Meetings – Episode 256: Own Your Success: How to Stay Accountable and Get Results with Eric Rozenberg Today, Eric dives into the importance of accountability in achieving success.  Drawing from his past experiences, he highlights the transformative power of accountability in driving exceptional results. Example from Student Days: Planning vs. Execution There is a huge difference between creating a study plan and executing a study plan with accountability. To illustrate the importance of staying committed to goals despite external temptations, Eric shares a personal anecdote from his student days in Belgium, explaining how he planned for his exams meticulously but still got distracted by a tennis championship. Leadership at ISEC: Board Accountability Eric learned the value of accountability through regular board meetings in his leadership role at ISEC. Working with an advisory board of senior executives from Fortune 100 companies, he and his team were tasked with presenting updates on their progress, addressing challenges, and aligning their efforts with the goals of the organization. Knowing that he had to answer to various high-level stakeholders, the quarterly meetings motivated him to stay focused and deliver results, reinforcing the importance of continuous self-assessment and course correction in achieving success. Business Leadership: Advisory Boards and Self-Accountability Eric applied the lessons he learned at ISEC about accountability to his entrepreneurial journey in his quarterly meetings with advisors, industry experts, and professionals from unrelated fields. Through those regular meetings and openly sharing his successes and challenges, he ensured that he remained focused on his goals and made informed decisions. That strengthened his businesses and highlighted the importance of transparency and external perspectives in maintaining accountability and driving growth. Connect with Eric Rozenberg On LinkedIn Facebook Instagram Website  

The Business of Meetings – Episode 255 - 2025 Business Deals: What Buyers and Sellers Need to Know with Ami Kassar We are delighted to welcome Ami Kassar, the founder and CEO of MultiFunding, as our guest today. Ami is a member of the EO and the president of the EO Philadelphia chapter, and he brings a wealth of expertise and experience.  With the shift in administration, most business owners are curious about the future of mergers and acquisitions for small businesses. Some owners are considering selling, while others are looking to buy. Ami is here to shed light on this important topic and share his insights. Join us for his expert perspective on what lies ahead for small businesses. Founding MultiFunding In 2010, after losing his corporate position as Chief Innovation Officer at the largest credit card issuer for small businesses, Ami started MultiFunding. During the Great Recession, he got laid off by the company he was working for after helping them terminate 960 employees. It was a sobering experience he vowed never to repeat. On his first day unemployed, Ami withdrew his home equity credit line and founded MultiFunding to help entrepreneurs access optimal debt solutions while maintaining control of their businesses. Core Values The core value at MultiFunding is to deal with entrepreneurs in the same way their team members would prefer themselves. That principle underpins every decision, from hiring to firing. The company fosters a transparent culture where employees either thrive within three months or move on. MultiFunding always upholds the standard of only offering advice that the team would follow themselves. The SBA Loan Advantage Today, 95% of their work at MultiFunding involves Small Business Administration (SBA) loans, which are often the best option for entrepreneurs seeking to grow responsibly. SBA loans allow lenders to offer riskier loans with government guarantees, typically up to 75% of the loan value in case of default. Ami clarifies that being declined by one lender does not mean disqualification from SBA programs, as many institutions with varying criteria participate in that market. Challenging Top-Line Growth Celebrations Ami challenges the focus on top-line growth, as celebrated by rankings like the Inc. 5000. He argues that many fast-growing businesses are unsustainable, leading to burnout or collapse. Instead, he proposes a Sleep 5000 award to reward entrepreneurs who achieve sustainable revenue targets while maintaining a healthy work-life balance. Selling and Buying Small Businesses Ami advises business owners to identify their target buyers clearly, whether they are private equity, strategic investors, or individuals, and set realistic expectations for valuation. He emphasizes the importance of knowing the minimum cash required to close a sale.  Economic Outlook for 2025 Predicting economic trends for 2025 is challenging, especially with uncertainties in interest rates, tariffs, and federal policies. Ami warns against relying on forecasts, given the unpredictable domino effects of COVID-era policies and upcoming political changes. He advises entrepreneurs to focus on financial discipline and adaptability rather than chasing speculative predictions. Bio: Ami Kassar, founder and CEO of MultiFunding and author of The Growth Dilemma, has earned a national reputation as a thought leader in business finance. An in-demand speaker and trusted advisor to growth-focused business leaders, he has helped thousands of business owners achieve ambitious growth goals through creative and personalized funding solutions. Connect with Eric Rozenberg On LinkedIn Facebook Instagram Website Connect with Ami Kassar On his website LinkedIn Daily Blog          

Eric addresses the devastating wildfires raging in Los Angeles in this special episode. He reflects on the unfolding crisis with compassion and concern, sharing his thoughts and offering a message of resilience. Join us as Eric speaks from the heart, acknowledging the widespread heartbreak for those who have lost their homes or had to evacuate while the situation remains far from resolved. Connection to LA Eric shares his early memories of Los Angeles, where he stayed with relatives as a 14-year-old, learning English by immersing himself in the culture.  Reflections on Resilience Inspired by a poignant quote shared by a Krav Maga instructor, Eric reflects on resilience and the importance of responding to challenges in life. The quote highlights how we should define ourselves by how we move forward rather than by what we have lost. Community Efforts Amid Disaster Various organizations and industries, including the Los Angeles tourism sector, are rallying to provide support in the wake of the fires. Eric commends the bravery and dedication of the first responders working tirelessly to combat the crisis. Lessons from Resilient Figures Drawing inspiration from various stories of resilience, Eric recounts the ability of Nelson Mandela to forgive and unite, Bethany Hamilton's return to professional surfing after a shark attack, and the perseverance of J.K. Rowling in publishing Harry Potter. Resilience the Entrepreneurial Spirit Eric highlights the resilience required in entrepreneurship, sharing the stories of Elon Musk, Jeff Bezos, and Chris Gardner, who overcame significant setbacks to achieve remarkable success. The Pandemic Eric reflects on how the pandemic tested global resilience, forcing individuals and industries to adapt and persevere. He encourages small business owners to stay focused on their goals amid adversity. Closing with Resilience and Hope Eric closes by reciting the poem If, by Rudyard Kipling, which captures the essence of resilience. He expresses his solidarity with all those facing hardship in Los Angeles and encourages everyone to keep walking- the famous advice of Winston Churchill. Connect with Eric Rozenberg On LinkedIn Facebook Instagram Website  

The Business of Meetings – Episode 253 - Leveraging Partnerships: ELX CEO Nicola Kastner on How Small Businesses Can Attract Big Clients We are thrilled to welcome Nicola Kastner as today’s guest. Nicola is the CEO of Event Leaders Exchange, an exclusive global community connecting senior corporate event leaders from large companies across diverse industries.  She has had an impressive career with leadership roles at Maritz, Carlson Wagonlit Travel, and SAP, and she has also run her own business. A seasoned traveler and visionary, she earned the Event Marketing B2B Dream Team honor, recognition as a top woman in events, and a well-deserved place in the Canadian Meeting Hall of Fame. Nicola is motivated, passionate, and purposeful. Join us as we explore her valuable insights, diverse experiences, and inspiring vision for the future of the events industry. Connect with Eric Rozenberg LinkedIn Facebook Instagram Website Connect with Nicola Kastner On LinkedIn Event Leaders Exchange

The Business of Meetings – Episode 252: From Conscious Leadership to Wellness: Kim Napolitano’s Insights on Building Great Places to Work Welcome to our very first podcast for 2025!  We are thrilled to begin the new year with an inspiring conversation with an outstanding leader in our industry. Kim Napolitano is the Executive Director of Industry Relations and Intermediary Group Sales for Hilton Worldwide Sales. She is also a dedicated Peloton rider and a certified master practitioner of energetic medicine.  With a passion for wellness and three decades of invaluable leadership experience behind her, Kim joins us today to share her insights on the best type of workplace, conscious leadership, and ways to weave wellness into every aspect of all we do. Connect with Eric Rozenberg LinkedIn Facebook Instagram Website Connect with Kim Napolitano On LinkedIn Hilton Worldwide   

As 2024 draws to a close, Eric takes the opportunity to share a selection of books that profoundly influenced his thinking over the past year.  Each recommended book covers a different topic, from AI to pricing, financial psychology, and geopolitics. Eric carefully selected each book to inspire you to reflect on the past year and encourage your strategic preparation for 2025 in business and life. 1. Amplify AI by Ronsley Vaz Amplify AI, written by Ronsley Vaz, is a comprehensive guide to integrating AI into business practices.  The book is in three parts: AI adoption, and a historical overview and common pitfalls to avoid Using AI ethically and implementing it responsibly The Amplified AI Pyramid outlines four critical growth areas Ronsley’s expertise as a software engineer and business strategist shines through, making this a must-read for anyone curious about effectively leveraging AI. 2. Fearless Pricing by Casey Brown Fearless Pricing by Casey Brown tackles one of the most vital yet challenging aspects of running a business. The book empowers readers to move beyond hourly rates and focus instead on value-based selling.  The book provides actionable strategies to: Command fair prices Avoid commoditization Strengthen team confidence in pricing discussions This book will benefit service-based business owners looking to enhance profitability and differentiation. 3. The Psychology of Money by Morgan Housel Morgan Housel's The Psychology of Money explores the psychological aspects of financial decisions. Each chapter tells a unique story, with lessons on compounding, risk, and defining how much is enough. A standout chapter for Eric was Never Enough, which dives into the dangers of unchecked ambition in life and business.  This book encourages readers to rethink their financial goals to align them with their priorities in life. 4. The War on the West by Douglas Murray In The War on the West, journalist Douglas Murray boldly examines contemporary societal challenges. Drawing on his firsthand experiences in conflict zones, he advocates for moral clarity and challenges prevailing narratives.  This book offers valuable insights into the sociopolitical dynamics that shape our world. The author’s dry humor and fearless commentaries make this book an engaging and thought-provoking read.   5. The End of the World is Just the Beginning by Peter Zeihan In this book, author Peter Zeihan explores the geopolitical and economic forces currently reshaping our planet. With sections on transport, energy, demographics, and more, he provides a historical and forward-looking perspective on global trends.  This book is a wake-up call for business owners, urging them to consider long-term strategies and prepare for various global scenarios that could impact their operations. Conclusion These books are essential for thoughtful preparation for 2025, offering helpful insights for personal and professional growth.  Happy reading, and our best wishes for a prosperous New Year! Connect with Eric Rozenberg LinkedIn Facebook Instagram Website  

The Business of Meetings – Episode 250: Revolutionizing Business Models: Insights for the Meetings and Events Industry with Alex Osterwalder We are delighted to welcome Alex Osterwalder as our guest today. Alex is the visionary behind the groundbreaking Business Model Canvas and the founder and CEO of Strategyzer.  Join us as Alex takes us through his journey, from presenting his doctoral dissertation on business models to developing innovative tools, highlighting the power of simplicity and the value of rigorous testing. His Journey from PhD to Strategyzer Alex began his journey with a doctoral dissertation on business models, supervised by Yves Pigneur. Surprised by the interest his thesis received online, Alex decided to co-write a book with Yves. They self-published their book and crowdfunded the project before crowdfunding became mainstream. Their success laid the groundwork for Strategyzer. Special Offer Mentioned: https://strategyzer.com/business-of-meetings Connect with Eric Rozenberg LinkedIn Facebook Instagram Website Connect with Alex Osterwalder On LinkedIn Strategyzer