Chamber Conv & Visitors ReportMemorandum
TO:
Mayor Duggan
City Council Members
Mike Van Milligen
Donna Smith, Chair
Dubuque County Supervisors
Jan Hess, Administrative Assistant
Re~
Greg Malm, Chair
Sue Czeshinski, Directo/f~/q~//
Quarterly Report
Dt: February 6, 2002
The Dubuque Convention and Visitors Bureau made a significant amount of progress on
large projects during the 4th quarter. Directional signage received the green light from the
IDOT for the placement of signs on the highway system, the Bureau partnered with
Clarke College to unveil the Welcoming the World, Keys to Service Excellence program,
work with consultants on the design of the Education and Conference Center exterior and
interior and technology needs were addressed in great detail, Aggressive meeting and
conference marketing to attract large conventions took place, a special direct mail
campaign was sent to encourage travel to Dubuque after September 11, 2001 and the
Bureau hired a Marketing consultant to assist the America's River marketing committee
in defining the scope and goals of the partners.
The Directional Signage taskforce made significant progress in finishing the sign
placement on the highway system and gaining DOT approval to move forward with the
process. The plotting of the city sign locations and graphic design are the next steps in
the process. The new system received outstanding media coverage on KWWL, KCRG,
KDTH-KAT FM, Cedar Rapids Gazette, FOX 40 and the TH.
On December 4th at a news conference the CVB unveiled the Welcoming the World,
Keys to service Excellence program. The program will feature the Disney Institute
Management training for service excellence and will then be followed by the Clarke
LEAD center providing customized front line employee training. The third part of the
campaign will be the Passport to Fun campaign which will allow the Dubuque
300 MAIN STREET SUITE 2,00 P.O. Box 705 DUBUQUE, IA 52oo4-o7o5 (563)557-9200 (563)557-/59/
E-MAIL: INFO~TRAVELDUBUQUE.COM WEB SITE: Www. TRAVELDUBUQUE.COM
community to get involved in touring the city and seeing all the sights. Residents will be
able to pick up a passport at participating locations and get it stamped at area attractions.
Upon turning the passport into the Iowa Welcome Center participant names will go into a
drawing for two American Airline tickets to Orlando. The Welcoming the World
program is being sponsored by the Telegraph Herald, USBank, Dubuque Bank and Trust,
Dubuque Greyhound Park and Casino and American Airlines.
The Convention and Visitors Bureau continues 'to be an active participant in the Port of
Dubuque Work Group. Staff d/rector, Sue Czeshinski is serving on the Work Group and
the Interior Design sub committee and the Technology sub committee as well as the
Phase II planning committee.
The Convention Marketing Committee launched an aggressive program this fall to attract
meeting and conference business to Dubuque as part of the Hometown Hero Campaign.
Over 30 CEOs and Management attended a week long focus group sessions to present the
latest conference center information and to provide information on state, regional and
national meetings that might have interest in Dubuque as a meeting location. 60 leads
were generated from this process.
The Independent Traveler Marketing committee sent a special mailing to 3,000 residents
in the Bureau database encouraging travel from Chicago to Dubuque for the Bald Eagle
day. The patriotic theme featured Dubuque as a great getaway close to home.
The America's River Marketing committee continues to meet and discuss the marketing
of the project. The Convention and Visitors Bureau hired Zeitgeist Consulting to
facihtate two planning sessions to begin the development ora stmctare for the group and
made budget recommendations for the group's consideration. Bi-weekly meetings will
continue to allow committee members to work on the marketing plan. One of the key
efforts to promote the riverfront will be the Grand Excursion Reenactment to be held in
2004. The Convention and Visitors Bureau will be participating in the planning of this
event.
If so, then please plan to attend the Financial/Credit Union
Focus Group on Friday, November 16, 2001 at 7:30 a.m.
at the Chamber Office at 300 Main Street.
While you dine on complimentary pastries and f~uit,
we introduce you to
After the presentation, you will take part in a guided
discussion about the organizations to which you and other
education leaders belong. Tours of the entire Harbor View
Building will be available.
Please respond by Wednesday, November 8, 2001.
Contact Jeni Ginter at 563.690.9209 or
~Ginter@DubuqueChamber. c°m'
?. O. Box 705
Dubuque, IA 52004-0705
Our city's founder, Julien Dubuque, richly deserves
the title of "First Hometown Hero." He came to this
area in 1788 in search of prosperity and adventure
and found abundant lead and interesting residents.
Dubuque was skilled at bringing people together.
He soon realized he was developing one of the best
meeting sites on the upper Mississippi. The city that
would bear his name had it all--great natural
resources and a shmnlug view. Dubuque's enthusiasm
gave the city a firm foundation in the hospitality
industry. Do you have what it takes to be the kind of
Hometown Hero Julien Dubuque was?
The Dubuque Convention and Visitors Bureau 2001
Hometown Hero Campaign honors local business
leaders who bring meetings, conventions, and
reunions to our city. These gatherings, like those
Julien Dubuque organized, "help keep our good thing
growing."
You will soon receive an invitation to attend a
focus group during the week of November 12-16,
2001. These groups will explain how you can become
a Hometown Hero in the tradition of Julien Dubuque.
For more information, please call Jeni Ginter at
557-9200.
~ O. Box705
Dubuqve, IA5200~-0705
Experience our
northeastern Iowa,
See our nation's most
high above the bluffs
Dam #11 in
Galena, Illinois, 90
Chicago, and 5V2 hours
Experience:
· The Annual Bald [
· Reflec
Wour ,
Take in
See
Mississippi,' located in
! heartland!
[ eagle, soar
and
2,2002.
from
SOOTh , .
America's River at the Port of Dubuque
A $188 million riverfront destination development
www. TravelDubuque.com
Dubuque Convention and Vii tots Bureau
E O. Box 705
Dubuque, IA 52004-0705
PRSRT
U.S. POS
PAIl
DUBUQt
PERMIT
co~a~ VISIT ~:H~ WINTER H(
AMERICKS
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300 Main Street Suite 200
P. O. Box 705
Dubuque, IA 52004-0705
PP, SILT STD
U. S. Postage
PAID
Dubuque, IA
· Permit No. 69
~ditor's Note: This newsletter is intended to be an
update on the latest in the Dubuque ama. Dubuque is
i community of 62,000 located on the Mississippi
where Iowa meets Illinois and Wisconsin. These
articles are copyright-flee and may be reprinted as
they appear or used as background material for your
original article about Dubuque.
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~ CLARKE
COLLEGE
I~bank -~('~-I~ ~ ~
........... ~'~ '~,,~,* DUBUQUE.com
Clarke College and Dubuque Area
Chamber of Commerce
1550 Clarke Drive
Dubuque, IA 52001
NON-PROFIT
U.S. POSTAGE
PAID
DUBUQUE, IA
PERMIT #69
Developed by
CLARKE
COLLEGE
DUBUQUE, IOWA
and
developed by
Clarke College
and
Dubuque Area Chamber of Commerce
Executive Summary
With customer expectations continually rising, business leaders in our community are becoming
' in achieving business success. This
more aware of the value and role that customer serwce plays
highly demanding area is the critical success factor for many local businesses and organizations.
For this reason, the time is right to introduce premier customer servic, e training programs for exec-
utives, managers, and front-line employees in the Dubuque commumty.
In 2001, the Dubuque Area Chamber of Commerce identified a need for customer service training
for its 1,000 -plus business members. A partnership was formed with Clarke College, a leader in
customized training programs, to develop a curriculum that would meet the needs of our commmcty.
Kesearch was conducted to find the most appropriate model for customer service training available
in the U. S. today. The basis of the research was to find training that would help bring about a
philosophical change in our community and promote an attitude of excelience in customer service.
It was concluded from this research that the Disney Institute has, by fax, the most renowned and
successful program available. The Disney program is ideal for leaders in small, mid-sized, or large
businesses.
On February 21, 2002, a full-day program is planned that will g~ve local bus~ness professionals the
chance to discover the magic that Walt Disney World Kesort has created for millions of gxtests from
around the world for more than 30 years. Participants will hear Disney success stories and get a
employed at the Walt Disney World Resort.
glimpse of the successful management philosophi~.ef~erent and meaningful is it does not just teach
What makes the Disney learning experience so
theory. It is a showcase of philosophies and strategies that have made the Walt Disney World P. esort
a success--ideas that are easily adaptable to other organizations.
Following the Disney training, and utilizing the Disney model, the Clarke Leadership, Education
and Development (LEAD) Center will deliver customer service training to front-line employees.
With America's River development proceeding largely on time, it is imperative that the customer
service training project continue on task. Since you have been a strong supporter of America.'s River
and understand the need for excellent customer service for all the visitors to our commumty, we
have chosen to ask you to be a sponsor of these programs. We believe this is truly the beginning of
developing excellence in customer service for our community.
The Disney Keys to Excellence
Disney Institute is bringing its renowned professional development program to Dubuque on February 21,
2002. The full-day program will give local business professionals the chance to discover the business
behind the magic that Walt Disney World Resort has created for mill/ohs of guests from around the world
for more than 30 years.
"With the popularity of our programs at the Wait Disney World Resort, we've had many requests to take
program out to communities across the country," says Larry Lynch, Director of Business Development for
Keys to Excellence,' participants
the Disney Institute. In ou unique on-the-road program 'The Disney
wilt hear Disney success stories and. get a glimpse of the successful management philosophies we employ
every day at the Walt Disney World Resort."
According to Lynch, it's an entity unique in the world of training. "What makes the Disney learning
experience so different and meaningful," says Lynch, "is that we don't simply teach theory. We showcase
philosophies and strategies that have made the Walt Disney World Resort a success--ideas that are easily
adaptable to other organizations. We do this by taking people inside the Disney ope, ration, showcasing on-
stage and behind-the-scenes locations so attendees see firsthand how it all happens.
The Dubuque Disney Keys program has three components: been the catalyst at
· Leadership, Disney Style--Participants discover how effective leadership has
Disney to drive employee/customer satisfaction and bottom-line results, from the company's inception
tO tOday- ' ' ' 'S
· Management, Disney Style--Participants exarmne the importance of integrating an orgamzat~on
corporate culture into selection, training, and care.
· Service, Disney Style--Participants explore world-renowned Disney principles for service excellence.
Registration and tuition fees for the program are $280.00 on or before February 4, 2002, and $300:00
after February 4, 2002, and includes course materials, lunch, and refreshments. For registration informa-
tion, call (563) 588-6387.
Thousands of business leaders from more than 35 countries and 40 industries have attended business pro-
grams at Disney Institute. At the Walt Disney World R_esort in Florida, Disney Institute offers a variety of
professional development and team-building programs tailored to meet the needs of business professionals.
Programs are scheduled throughout the year for individual sign-up. For groups, Disney Institute offers a
number of topics and formats, or complete customized programs tailored to meet an organization's specif-
ic training needs.
For more information about Disney Institute, call (407) 566-2650 or visit ~w~rw. disn_e¥iCstim_te.com-.
Welcoming the World Keys to Service Excellence
Customized Front-LineTraining
by Clarke College LEAD Center
- '-Asses' front line employees with high quality customer service
Purpose: To provide Dubuque ~usm~
training that motivates employees to provide excellence, best practice, and innovation to internal
partners and external customers.
The "Welcmrfing the Wor~ Front Line Program consists of two parts: Customer Service
Training Program and the Customer Service Award
The Welcoming the World Front Line Customer Service Training program is based on the
following principles.
· Customers know what they want. P, ather than assuming we know what customers want and need,
focus groups, and conversations, we will
we will ask our customers. Through formal surveyS,nd quality of services and products offered.
listen to what our customers think about the type
Information gathered in this way will shape the curriculum for addressing customer service
issues.
· Customers' needs are pammour~t. Based on feedback received, we will incorporate comments and
curriculum.
suggestions direcdy into our The customer service curriculum will present employees
· Commm~icatio~ is the key to success, and external
with tools to maintain open and clear lines of communication with internal partners
customers. By developing more effective communication skills, employees will be better
equipped to provide high quality customer service.
Welcoming the World Front Line Customer Service Program is to
The primary focus of the outstanding customer service by presenting employees with
help Dubuque businesses provide carefully to customers and assure that their
communication tools that will enable them to listen
needs are being met or exceeded. An integrated mew of customer service skdlls w~ll be presentoefd,
emphasizing the fact that excellent service to internal partners will help assure the same level
service to external customers.
The Welcoming the World Customer Service Award is offered to emphasize and highlight
the commitment of Dubuque area businesses and their employees who have delivered exceptional
customer service to both internal partners and external customers. The award recognizes develop-
ment of innovative practices, tectmiques, or systems resulting in significant improvements in the
quality of customer service or personal interactions delivering superior customer service.
Recognition will be provided in a variety of ways:
· Announce the selection of the business via internal communication methods (newsletters, web
sites) or external methods such as the Telegraph Herald, the Tri-State Business Times, and other
Chamber correspondence.
· Provide a Certificate of P, ecognition from Clarke College and the Chamber of Commerce upon
award receipt.
· Provide a "Welcoruing the World" lapel pin to award recipients.
· Host an annual "Welcoming the World" Customer Service Awards ceremony/banquet.
· Awards are made on an ongoing basis to businesses meeting the award criteria.
Welcoming the World Passport to Fun Campaign
May is National Tourism Month and the Dubuque Area Chamber of Commerce Convention and
Visitors Bureau is going to send one lucky Dubuque area resident and a guest to Orlando and
Disney World. By launching the "Passport to Fun" campaign in conjunction with national tourism
initiatives, the CVB encourages residents to tour their hometown and be aware of the need to
interact with visitors in the same positive way they experience.
The Dubuque area boasts many exciting attractions and cultural entities. ~esidents will have the
period from May 15 through June 15 to obtain their passports from local merchants, then have the
passports stamped by the attractions or cultural entities listed inside. Over 30,000 passports will be
distributed in the Dubuque area.
After the passport has been stamped, residents may then drop them off at any of the attractions or
cultural entities or the Dubuque Area Chamber of Commerce Convention and V~s~tors Bureau
Drawings for the grand prize will be held in late June.
Last year, visitors to the Dubuque area spent more than $400 million and paid more than $30
m21ion in local and state taxes. Without these visitors, residents would have to pay an additional
$423 in taxes to receive the same level of government services. Therefore, it is imperative that
residents understand the importance of outstanding customer service. The Passport to Fun
Campaign aims to raise awareness not only of the wide variety of options open to visitors to
Dubuque, but also of the quality of customer service available in the city and area.
Sponsor Benefits
For an investment of $5,000.00:
· The name of the organization will appear on all print material including materials for the Disney
program in February, the Customer Service training provided by Clarke College, the Passport
campaign during tourism week, and related press releases-
. The organization will have the opportunitY to speak at conferences and during training.
· The organization may send five employees free of charge to the Disney Keys to Excellence
Program offered in Dubuque on February 21, 2002.
· The organization can send five employees free of charge to the Front Line Customer Service
Training provided by the Clarke College LEAD Center and enjoy a reduced fee for all employees
after the first f~ve.
· Be recognized in the communitY as a leader in providing customer service training like never
before.
· Assure that the Disney Keys to Excellence program is affordable and can be offered to a wide
varietY of businesses in Dubuque.
Developed by
CLAR~
COLLEGE
DUBUQUE, IOWA
and
developed by
Clarke College
and
Dubuque Area Chamber of Commerce
Executive Summary
With customer expectations continually rising, business leaders in our community are becoming
more aware of the value and role that customer service plays in achieving business success. This
highly demanding area is the critical success factor for many local businesses and organizations.
For this reason, the rime is right to introduce premier customer service training programs for exec-
utives, managers, and front-line employees in the Dubuque community.
In 2001, the Dubuque Area Chamber of Commerce identified a need for customer serv/ce training
for its 1,000 -plus business members. A partnership was formed with Clarke College, a leader in
customized trainhag programs, to develop a curriculum that would meet the needs of our community.
Research was conducted to find the most appropriate model for customer service traini~zg available
in the U. S. today. The basis of the research was to find training that would help bring about a
philosophical change in our community and promote an attitude of excellence in customer service.
It was concluded from this research that the Disney Institute has, by far, the most renowned and
successful program available. The Disney program is ideal for leaders in small, mid-sized, or large
businesses.
On February 21, 2002, a full-day program is planned that will give local business professionals the
chance to discover the magic that Walt Disney World Resort has created for millions of guests fi'om
around the world for more than 30 years. Participants will hear Disney success stories and get a
glimpse of the successful management philosophies employed at the Walt Disney World Resort.
What makes the Disney learning experience so different and meaningful is it does not just teach
theory. It is a showcase of philosophies and strategies that have made the Walt Disney World Resort
a success--ideas that are easily adaptable to other organizations.
Following the Disney training, and utilizing the Disney model, the Clarke Leadership, Education
and Development (LEAD) Center will deliver customer service training to front-line employees.
With America's River development proceeding largely on thne, it is imperative that the customer
service training project continue on task. Since you have been a strong supporter of America's River
and understand the need for excellent customer service for all the visitors to our community, we
have chosen to ask you to be a sponsor of these programs. We believe this is truly the be~nning of
developing excellence in customer service for our community.
The Disney Keys to l .xcellence
Disney Institute is bringing its renowned professional development program to Dubuque on February 21,
2002. The full-day program will give local business professionals the chance to discover the business
behind the magic that Walt Disney World Resort has created for millions of guests from around the world
for more than 30 years.
"With the popularity of our programs at the Walt Disney World Resort, we've had many requests to take
program out to communities across the country," says Larry Lynch, Director of Business Development for
the Disney Institute. "In our unique on-the-road program 'The Disney Keys to Excellence,' participants
will hear Disney success stories and get a glimpse of the successful management philosophies we employ
every day at the Wait Disney World tkesort."
According to Lynch, it's an entity unique in the world of training. "What makes the Disney learning
experience so different and meaningful," says Lynch, "is that we don't simply teach theory. We showcase
philosopl~ies and strategies that have made the Walt Disney World Resort a success--ideas that are easily
adaptable to other organizations. We do this by taking people inside the Disney operation, showcasing on-
stage and behind-the-scenes locations so attendees see firsthand how it all happens."
The Dubuque Disney Keys program has three components:
· Leadership, Disney Style Participants discover how effective leadership has been the catalyst at
Disney to drive employee/customer satisfaction and bottom-line results, from the company's inception
to today.
· Manageruent, Disney Style Participants examine the importance of integrating an organization's
corporate culture into selection, training, and care.
· Service, Disney Style Participants explore world-renowned Disney principles for service excellence.
Registration and tuition fees for the program are $280.00 on or before February 4, 2002, and $300:00
after February 4, 2002, and includes course materials, lunch, and refreshments. For registration informa-
tion, call (563) 588-6387.
Thousands of business leaders from more than 35 countries and 40 industries have attended business pro-
grams at Disney Institute. At the Walt Disney World Resort in Florida, Disney Institute offers a variety of
professional development and team-building programs tailored to meet the needs of business professionals.
Programs are scheduled throughout the year for individual sign-up. For groups, Disney Institute offers a
number of topics and formats, or complete customized programs tailored to meet an organization's specif-
ic training needs.
For more information about Disney Institute, call (407) 566-2650 or visit www. disneyinstitute.com.
Welcoming the World Keys to Service Excellence
Customized Front-LineTraining
by Clarke College LEAD Center
Purpose: To provide Dubuque businesses' front line employees with high quality customer service
training that motivates employees to provide excellence, best practice, and innovation to internal
partners and external customers.
The "Welcoming the World" Front Line Program consists of two parts: Customer Service
Training Program and the Customer Service Award
The Welcoming the World Front Line Customer Service Training program is based on the
following principles.
· Customers know what they want. gather than assuming we know what customers want and need,
we will ask our customers. Through formal surveys, focus groups, and conversations, we will
listen to what our customers think about the type and quahty of services and products offered.
Information gathered in this way w/il shape the curriculum for addressing customer service
issues.
· Customers' needs are paramount. Based on feedback received, we will incorporate comments and
suggestions directly into our curriculum.
· Communication is the key to success. The customer service curriculum will present employees
with tools to maintain open and clear lines of communication with internal partners and external
customers. By developing more effective communication skills, employees will be better
equipped to provide high quality customer service.
The primary focus of the Welcoming the World Front Line Customer Service Program is to
help Dubuque businesses provide outstanding customer service by presenting employees with
communication tools that will enable them to listen carefully to customers and assure that their
needs are being met or exceeded. An integrated view of customer service skills will be presented,
emphasizing the fact that excellent service to internal partners will help assure the same level of
service to external customers.
The Welcoming the World Customer Service Award is offered to emphasize and highlight
the commitment of Dubuque area businesses and their employees who have delivered exceptional
customer service to both internal partners and external customers. The award recognizes develop-
ment of innovative practices, techniques, or systems resulting in significant improvements in the
quality of customer service or personal interactions delivering superior customer service.
lkecognition will be provided in a variety of ways:
· Announce the selection of the business via internal communication methods (newsletters, web
sites) or external methods such as the Telegraph Herald, the Tri-State Business Times, and other
Chamber correspondence.
· Provide a Certificate oflkecognition from Clarke College and the Chamber of Commerce upon
award receipt.
· Provide a "Welcoming the World" lapel pin to award recipients.
· Host aaa annual "Welcoming the World" Customer Service Awards ceremony/banquet.
· Awards are made on an ongoing basis to businesses meeting the award criteria.
Welcoming the World Passport to Fun Campaign
May is National Tourism Month and the Dubuque Area Chamber of Commerce Convention and
Visitors Bureau is going to send one lucky Dubuque area resident and a guest to Orlando and
Disney World. By launching the "Passport to Fun" campaign in conjunction with national tourism
h~-itiatives, the CVB encourages residents to tour their hometown and be aware of the need to
interact with visitors in the same positive way they experience.
The Dubuque area boasts many exciting attractions and cultural entities. Residents w411 have the
period from May 15 through June 15 to obtain their passports from local merchants, then have the
passports stamped by the attractions or cultural entities listed inside. Over 30,000 passports w/ii be
distributed in the Dubuque area.
After the passport has been stamped, residents may then drop them offat any of the attractions or
cultural entities or the Dubuque Area Chamber of Commerce Convention and Visitors Bureau.
Drawings for the grand prize will be held in late June.
Last year, visitors to the Dubuque area spent more than $400 million and paid more than $30
million in local and state taxes. Without these visitors, residents would have to pay an additional
$423 in taxes to receive the same level of government services. Therefore, it is imperative that
residents understand the importance of outstanding customer service. The Passport to Fun
Campai~m~ ahns to raise awareness not only of the wide variety of options open to visitors to
Dubuque, but also of the quality of customer service available in the city and area.
Sponsor Benefits
For an investment of $ 5,000.00:
· The name of the organization will appear on all pr/nt material including materials for the Disney
program in February, the Customer Service training provided by Clarke College, the Passport
campaign during tourism week, and related press releases.
· The organization will have the opportunity to speak at conferences and during training.
· The organization may send five employees free of charge to the Disney Keys to Excellence
Program offered in Dubuque on February 21, 2002.
· The organization can send five employees free of charge to the Front Line Customer Service
Training provided by the Clarke College LEAD Center and enjoy a reduced fee for al/employees
after the first five.
· Be recognized in the community as a leader in providing customer service training hke never
before.
· Assure that the Disney Keys to Excellence program is affordable and can be offered to a wide
variety of businesses in Dubuque.
Time Business Tuesday Wednesday
9:30 am Fulton School X
10:15 am Northwestern Mutual Financial X
11:00 am Continental Reality X
11:30 am FirStar Bank X
Noon Lunch X
1:00 pm Alliant Energy (Main Entrance) X
1:30 pm Medical Associates Administration X
2:00 pm Eagle Window & Door X
2:30 pm DB&T (Lobby) X
3:00 pm John Deere (Sharon Mats) X
3:30 pm - 4:15 pm New Member Reception X
9:30 am Luther Manor X
10:15 am Loras College X
11:00 am AG Edwards X
11:30 am American Reality X
12:00 pm Westside Business Professionals Lunch X
1:30 pm NICC X
2:00 pm Dupaco X
2:30 pm Herrig & Herrig X
3:00 pm DuTrac X
3:30 pm Cartegraph (Lobby) X
Tuesday's Carolers:
Tim Heim
BJ Spranger
Lisa Dougherty
Trisha Johnson
Tina Abitz
Sue Moran
Wednesday's Carolers:
Sue Moran Jan/ce Woodward
Tina Abitz Amy Link
Jeni Ginter Stacy Hubanks
Jcni Ginter
Nancy Breitbach
Janice Woodward
Brendan Houlihan
Randy Hendricks
Tina Abitz
Stacy Hubanks
Sue Czeshinsld
Tim Heim
1
GUE,
~E ^ ~OME ~OU~ hen o. o~ ~h ~HE ~oon ~o A
F F F ~ C Bl'~' A~
FR% EN~. BE A hOME T~N HE~ O %N BU-
C