About The Event

How does your Company transition from Customer Service to a Customer Experience?

In a digital age, when anyone can share a bad experience and millions can see it, having a solid strategy to deliver consistent customer care and hospitality is essential. Discover and learn how improving your company’s “Hospitality” creates Brand Ambassadors, through The Black Tie Experience.

This strategy will develop to turn your customers into both brand ambassadors, and loyal, raving fans for you! Attendees are invited to a session lead by Bob Pacanovsky to learn more. The session will focus on the power of hospitality, to go above and beyond in creating the customer and leadership experience, versus only focusing on what we are supposed to be doing, which is just customer service.

Learn the Following Four Steps:
• Developing a Culture (Foundation) of Welcome (Hospitality) for customers and guests
• Creating “The Way” of treating your customers (with the acronym LASTS)- your consistent steps of service to help exceed expectations
• Developing your  “Impact Points” that are already in your company 
• Transforming your customers from satisfied to loyal and raving through hospitality

About the Speaker:

bob pacanovsky

An entrepreneur for more than 20 years, Bob and his team had one opportunity to create both a wow experience and a lasting impression on their clients and guests. Through his work, Bob spent years observing and engaging with people on how they act, behave, serve and lead. He combines that experience with business acumen to teach companies and leaders how to focus on engagement, retention and loyalty – three tenets of the Black Tie Experience. 

He has spoken throughout the United States to numerous companies, colleges and organizations, including the national American Bus Association Conference (two years) the International Bowl Expo Conference, Select Travelers Conference, The Catersource/Event Solutions Conference, and the Ohio Society of Association Executives. 

Bob is a graduate of The University of Akron with a Bachelor’s Degree in Finance. He serves on the boards of OPEN M, Goodwill Industries, the Greater Cleveland Partnership- COSE Advisory Board.


$159.00 for members

$359.00 for non-members


RegisterQuestions? Please contact events@cose.org or 216-592-2390


COSE Offices

1240 Huron Rd. East

Cleveland, Ohio 44115

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