259: Exceeding Expectations: The Path to Customer Delight with Eric Rozenberg
Release Date: 02/25/2025
288: Pause to Perform: Breath, Stress & Eventpreneur Resilience with Megan Nolan
The Business of Meetings
Today, Eric is excited to welcome Megan Nolan, the founder of Vitality Wellness in Maui. With extensive experience in yoga, mental health, and wellbeing, Megan brings powerful tools to support small business owners and professionals within the meetings and events industry. About Megan Nolan Megan Nolan is a yoga teacher and personal trainer based in Maui. She combines movement, mindfulness, and strength training to help people improve their posture, energy, and mental focus. Beyond individual sessions, she specializes in bringing wellness into the conference and events industry...
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287: Fall Reads: Five Game-Changing Books for Small Business Owners with Eric Rozenberg
The Business of Meetings
Today, Eric shares five standout books he read this summer. As a passionate reader of 25–30 books a year, he found these books particularly impactful for both business and life. The Last Lecture — Randy Pausch & Jeffrey Zaslow This moving and timeless book was written by computer science professor Randy Pausch, as his final lecture after getting a terminal diagnosis. It blends philosophy, practical wisdom, and personal stories, offering lessons on living with purpose, nurturing relationships, and leaving a legacy. It is a book to hold onto for life, and to pass on to the next...
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286: PR Parenting: Lessons for Entrepreneurs and Event Leaders with Marjie Hadad
The Business of Meetings
Today, we are delighted to welcome Marjie Hadad as our guest. Marjie is a PR expert who has spent the last 4 decades working in media and public relations in various countries. She currently assists private individuals and individual business owners. Marjie joins us today to share her insights and experience. Tune in to find out how to become more successful in your business and at home. Marjie’s Journey Marjie has spent 40 years in media and public relations, working as a reporter, anchor, and producer, and she even won an Emmy Award. She later became an agent in the...
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285: What Buffett Never Said (But Every Small Business Owner Must Hear Before 2025 Ends)
The Business of Meetings
Now is a great time to reflect on both personal milestones and business goals! Planning your priorities now can set you up for a strong finish to this year and prepare you for a successful start to 2026. Transitions and Emotional Awareness When your children start school or college, it can be emotionally intense as it reminds you how quickly time passes. Embracing the emotions of those moments can help you process change while you focus on other areas of life. Planning Your Year-End Goals With roughly 85 working days left in the year, it is essential to define what you want to...
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284: Beyond Logistics: How to Create the World’s Most Welcoming Events with Kelly Knowlen
The Business of Meetings
We are delighted to welcome Kelly Knowlen, currently the Vice President of Sales Engagement and Special Events at Hilton, as our guest today. Kelly joins us today to share her career journey and talk about her work in the meetings and events industry. This episode will be of particular interest to event planners who own their businesses and want to increase their engagement, using events as a strategic tool for their organizations. Bio: Kelly Knowlen Kelly Knowlen is a dynamic leader in the global hospitality industry with over 30 years of experience at Hilton, where she...
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283: Beyond the Next Event: How to Grow a Business That Lasts with Eric Rozenberg
The Business of Meetings
Today, Eric shares a recent coaching experience he had with an entrepreneur who was hesitant to grow her business because she was happy with her current setup and did not feel the need to expand. Stay tuned as Eric takes a closer look at whether or not that way of working is, in fact, sustainable. Growth Can Create Freedom Staying small might feel comfortable, but constantly jumping from one project to the next leaves little room for personal time or long-term progress. Growth allows business owners to step back from their daily tasks and invest their time where it truly...
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282: The Art of Saying No: How to Ditch Bad Clients and Attract Better Ones with Eric Rozenberg
The Business of Meetings
Have you ever felt that a client was not the right fit for you, yet you ignored your gut feeling and worked with them anyway? In this episode, Eric shares two examples of similar situations he experienced in his professional journey, explaining how he handled them and what he learned along the way. Trust Your Instincts It is essential to recognize when a potential client or project does not align with your values, standards, or business model. Ignoring your instincts when your gut tells you a client is not the right fit will likely lead to lots of frustration down the line. ...
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281: Time, Solitude, and Sanity with Eric Rozenberg
The Business of Meetings
Life as an entrepreneur can often feel lonely. Being a solopreneur or small business owner in the meetings and events industry is a wonderful experience. However, with all the stress and challenges entrepreneurs face, they often find themselves alone, with no one to share their wins, doubts, and fears with. In this episode, Eric reads an excerpt from the book he is currently reading and shares some valuable tips to help entrepreneurs avoid loneliness. Digital Nomads Unlike traditional nomads who rely on each other, digital nomads often go it alone. In his book 4000 Weeks,...
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280: Adapt or Get Left Behind: Why Tech is Non-Negotiable for Small Businesses with Eric Rozenberg
The Business of Meetings
Technology is no longer just a helpful tool for running small businesses. It has become the lifeline for small business success. In this episode, Eric clarifies why technology is now non-negotiable when running a successful small business. Tune in to learn why, as a small business owner, you must either evolve and adapt or risk getting left behind. AI Blackmail An article on Entropic described a test scenario where AI named specific (fictional) people and made a blackmail demand. Even though the situation was fabricated for testing purposes, it highlighted the...
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279: Pause, Recharge, Thrive: Why Breaks Are Good for Business
The Business of Meetings
Eric knows that taking three weeks off each year is a European concept, yet he believes that it is up to each entrepreneur to decide for themselves when and how they choose to switch off. In this episode, he explains that it is not just about the time you take off, but rather about being intentional with how you recharge. He also shares the playful out-of-office email message he set up during the three weeks he recently spent in North Carolina. Decide How You Disconnect As an entrepreneur, you get to choose how and when you disconnect. Some people prefer complete time off, while others...
info_outlineHow 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
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