Midwest Region

Gaining the Edge
The Pathway to Excellence through Elevated Client Service

August 23, 2018 | 11:30 AM - 1:00 PM

Leonardo Inghilleri, President & CEO, Inghilleri Consulting Group Inc.

Leonardo Inghilleri - an expert and innovator in the area of business strategy, client service excellence, organizational culture, and leadership development - will provide insights on how to gain a competitive edge by giving clients the service they expect and experiences they don’t. He will carve out the pathway to excellence by taking customer experience best practices he’s developed for service all-stars like The Ritz-Carlton, The Walt Disney Company, and so many more. He will guide us on how to apply these same principles to the legal industry and “wow” clients at every turn.

Attendees will learn how to:

  • Deepen your knowledge of your clients
  • Understand client needs and assess their satisfaction
  • Build a distinctive and superior value proposition 
  • Innovate around the client experience
  • Exceed client expectations 
  • Drive client retention and loyalty

The speaker will present live in Cleveland, Ohio, and will be simulcast in real-time to our other host firms in Columbus and Cincinnati.

Live Speaker Location:
Jones Day
901 Lakeside Avenue
Cleveland, Ohio 44114

Simulcast Locations:

Kegler Brown
65 East State Street
Suite 1800
Columbus, Ohio 43215

312 Walnut Street
Suite 1800
Cincinnati, Ohio 45202

Lunch will be provided

$25 LMA Members
$40 Non-Members and any registrations after August 17

Note: You must be logged in to the LMA website to receive the member rate.


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About Our Presenter

Leonardo InghilleriLeonardo Inghilleri is a recognized expert, thought leader, and innovator in the area of organizational culture, business strategies, customer service excellence, leadership development, and operational effectiveness.

Leonardo’s primary role as a management advisor is to guide clients in establishing the vision for their organization and the brand strategies that will build strong relationships with their customers and key stakeholders. And, because great strategies also require great implementation, over the last 15 years, Leonardo has worked side by side with committed, diverse leadership teams who own their strategies and feel empowered to accelerate and sustain growth in their business space.

In his corporate career, Leonardo served for ten years at The Ritz-Carlton Hotel Company as Chief Human Resources Officer and as Executive Vice President, Brand Executive for BVLGARI Hotels & Resorts; a Ritz-Carlton joint venture with BVLGARI. Here, he played a key role during a time of tremendous growth, developing innovative business and service concepts, still considered a benchmark for excellence in the hospitality industry today.

While at The Ritz-Carlton, Leonardo also created The Ritz-Carlton Learning Institute and The Ritz-Carlton Leadership Center. Other highlights of his leadership include being a key architect of the unprecedented Ritz-Carlton’s second winning of the Malcolm Baldrige National Quality Award.

Leonardo also worked for The Walt Disney Company in Orlando and Paris, as part of the executive opening team of Disneyland Paris, and has held other management positions within the travel and hospitality industry in Italy, England, and the United States.

His innovative business concepts are captured in his book, Exceptional Service Exceptional Profit, an acclaimed international best seller.

Born in Rome, Italy, Leonardo has been married for 30 years to his business partner Solange. They are now enjoying being empty nesters and all that goes with it!

Payment Information

Credit card and direct debit payments are only available online. Credit cards and direct debit payments will not be accepted at the door.

Cash or checks made payable to "LMA Midwest Region" will be accepted at the door.

The deadline for registration is Friday, August 17, 2018.

Walk-ins and those who register after August 17 will be charged the non-member rate of $40.00.

LMA Midwest reserves the right to cancel the registration of any registrant with an outstanding balance.

Should you need to cancel your registration, please contact events@lmamidwest.org prior to August 17. According to LMA Midwest Region policy, all no-shows and cancellations after August 17 will be billed the full registration rate.