Customer Experience, the last Strategic Battleground

In this 24/7/365 ‘Always On’ world in which organisations now have to operate, it has become harder than ever to compete in pretty well any market.

Traditional points of differentiation have been whittled away by a perfect storm of Price Comparison and Peer-Review websites (think what TripAdvisor has done to the service delivery of the hospitality market), Auto-Switch websites (for example comparethemarket’s “Auto Sergei’ service) and the behemoth that is Social Media.

As a consequence even Brands which have been household names for years are becoming commoditised by the onslaught of Review, Price Comparison and Switch.

The effect of Social Media are perhaps the most powerful and ubiquitous of them all. Paradoxically, Social Media offers not only a solution to this Brand Erosion but the chance the rescue and redeem a Brand.

Customer Service and the Customer Experience, for so long the ‘poor man’ of the Marketing Mix is back. Not only is it back but it is now THE game.

The Customer is King, his experience determines his reality and the driving impact of Social Media makes the Customer Experience the ONLY strategy worth pursuing.

It used to be that if you gave a customer a good experience, he would tell an average of 7 people about you. These would be mostly close associates. Conversely, if you gave a customer a bad experience, he would tell an average of 22 people. Bad but nowhere near as catastrophic as what would happen today.

Interestingly, in. the old model, people tended not to really heed the advice or opinion of strangers. That has changed and how. Readers will be familiar of the following scenario:

You are looking to book a hotel for your holiday. So you visit a peer-review site such as Tripadvisor.com. You find a hotel that seems to suit your needs, it has 100 reviews, 98 give it 5/5, 2 give it 1/5.

Which reviews do you read?

Do you book this hotel?

This is the power of the customer experience.

In order to deliver a truly world-class Customer Experience, organisations need to re-align with their cultures and their systems to deliver compelling value and great customer experiences. Value is a moveable feast, it can be created, it can be (easily) destroyed, and it migrates from one business model to another.

In order to deliver lasting value, organisations need to align their cultures, processes and systems so as to deliver consistently great customer experiences (‘Moments of Truth’).

There is much being written right now about Digital Transformation but very little about the fact that this transformation MUST be centred on the consistent delivery of friction-free customer interactions (Zero Moments of Truth). If we go to the trouble of aligning all our disparate processes and digital systems to suit corporate needs rather than Customer Experience Improvement needs, we will have blown our last great chance of competing in the modern world.

Money Matters Workshop

Money Matters

This is a highly interactive training workshop designed to give non-financial managers a solid grounding in the principles of finance and how it relates to them. It is based on a team-based board game which we have deigned from scratch where teams compete with each of other in a marketplace. Their success (or otherwise) is recorded and financial statements are prepared. As a consequence, delegates are able to easily see and draw a link between their actions and the financial statements.

This is a board game, there is no computer ‘Black Box’, every consequence of the decisions each team makes is mapped clearly on their boards and they transpose this directly to their financial statements.

Delegates learn in a fun (but competitive!) environment the direct effect of their actions on the financial statements and how they can make strategic decisions to alter their financial outcomes.

This is ideal for Managers and staff who need greater awareness of money and the organisation’s finances and how they work.

By the end of this workshop

Delegates will understand their organisations Financial statements and will realise their contribution to it. They will be able to read Balance sheets and Profit and Loss Accounts and will be able to make clear decisions on how they impact both.

Who would benefit from this training?

Managers and others who are not financial experts but who would benefit from a better understanding of corporate finance and how they can impact it.

Day 1
 Module 1 – Business Basics
Introduction & Welcome
Finance basics
Profit & Loss Accounts
Balance Sheets
Working Capital
Introduction to the simulation
Planning
Month 1
Month 2 
 
 Module 2 – Looking forward
Price setting
Fixed & Variable costs
Breakeven Analyses
The Market 1
Cash Flow Forecasting
Publish P&LMonth 3
Sales Forecast
MarketMonth 4
Sales Forecast
Market
Working Capital
Share Price 1 
 

Day 2

Module 3 – Strategies for value creation

Financial Ratios
Gearing
Acid Test
Return on Sales (ROS)
Return on Net Assets (RONA)
Gross Profit
EBITDA
Strategies for success,
Cost Leadership & Differentiation
Month 5 (Cost Leader or Differentiation?)
Sales Forecast &MarketMonth 6
Sales Forecast& Market
Month 7
Sales Forecast& Market
Month 8
Sales Forecast& Market 

Module 4 – How I create Value
How I affect RONA
Action Plans,
what will I do starting tomorrow?
Where do I make a difference?
Summary & Close 

Customer Focused Management

Customer Focused Management

Category: Customer Service

Course Introduction

The rise of the Internet, of price-comparison websites, Peer-review websites and especially Social Media has transformed the business environment globally.  Traditional points of differentiation have been eroded by search, tap and click. Social Media and peer-review have combined to drive the customer experience as the primary arbiter of strategic differentiation.  To win under these new rules, organisations have no choice but to become truly customer focused.

A customer-focused organisation is grounded in the belief that long-term success depends on a commitment to customer satisfaction throughout the entire organisation. This training programme focuses on what it takes to build the culture, the processes and the relationships that will lead to long-term growth and financial sustainability.

Leaders are role models in planning, communication, coaching and employee recognition. Their efforts result in increased employee loyalty, greater innovation and improved customer satisfaction. This Customer Focused Management training course covers customer service management responsibilities, from the most fundamental tasks of hiring, training, coaching and teambuilding to quality assurance and leadership skills. This challenging and highly participative programme will focus on creating and managing effective teams, dealing with difficult customers, understanding behavioural styles and proven leadership strategies.

This seminar will highlight:

  • How to analyze and implement the best practices of top performing customer service providers
  • How to utilize proven best practices for measuring and monitoring customer satisfaction
  • How to streamline customer interface operations for optimal service levels
  • How to successfully utilize interpersonal skills to supervise and motivate employees
  • How to empower, motivate and retain frontline personnel
  • How to use Social Media to engage with customers and have meaningful, profitable dialogues.

Course Objectives

At the end of this seminar, you will learn to:

  • Describe the importance of the leader as a role model for customer service excellence
  • Establish the importance of setting and reviewing customer service standards
  • Describe techniques to motivate teams and individuals for peak performance
  • Develop effective communication strategies to promote team building
  • Evaluate surveys to accurately monitor customer satisfaction
  • Design a realistic and challenging customer service employee training programme

Training Methodology

This dynamic, 5-day Customer Focused Management training seminar is highly interactive and encourages delegate participation through a combination of group discussion, role-play exercises, videos, case studies and breakout sessions. This training seminar will include benchmarking best practices to model world-class customer service excellence. The comprehensive training coursemanual has been designed to be practical, easy to use and facilitate learning. Delegates will walk away from this seminar with the skills, confidence and motivation they need to develop a world-class, customer-centric organisation.

Organisational Impact

As a result of this workshop, organisation will get;

  • A more productive and streamlined customer service operation
  • Focused and motivated customer service leadership
  • Increased customer retention and revenue growth
  • Reduced personnel turnover and increased teamwork
  • Improved intra / inter departmental communication
  • Increased communication abilities and interpersonal skills

Personal Impact

As a result of attending this workshop, delegates will find that they have;

  • Improved management performance by learning techniques to empower, motivate and retain customer service personnel
  • Enhanced leadership and communication skills required for career advancement
  • Increased confidence in their abilities to work professionally with difficult or upset customers
  • The insight to adjust their own temperament style to become more versatile, adaptable and highly successful
  • Up to date techniques and methods to help them provide world-class service
  • Improved time management skills and increased productivity
  • A thorough grounding in how to use Social Media to engage with clients and drive productive dialogue around the organisations products or services.

Who Should Attend?

.

This course is suitable to a wide range of professionals but will greatly benefit:

  • Department Managers
  • Marketing Managers
  • Sales Managers
  • Customer Service Managers
  • Team Supervisors
  • Frontline Customer Service Representatives (CSR)
  • Account Managers
  • Field Service Representatives

Seminar Outline 

Day One

Creating a Customer-Focused Organisation

  • Why is Customer Focus suddenly such a big deal?
  • The Vision and Mission of a Customer Focused Organisation
  • Case Study: Benchmarking World-class Customer Service Companies
  • The Roles and Responsibilities of a Customer-focused Manager
  • Breakout Session: Are you a Leader or Manager?
  • The Importance of Presenting a Professional Business Image
  • Case Study: Best Practices – Xerox’ Five Pillars of Customer-focused Strategy
  • Mastering Nonverbal Communication

Day Two

Enhancing Leadership and Interpersonal Communication Skills

  • Supervising the Four Personality Styles
  • Practical Exercise: Determining your Management Style
  • Overcoming Communication barriers in the Workplace
  • Practical Exercise: Listening Awareness Inventory
  • Practical Exercise: The Most Admired Character Traits of Leaders
  • The Supervisor’s Role in conflict Resolution and Service Recovery
  • Facilitation Skills: Managing Group Dynamics
  • How to Give and receive constructive feedback?

Day Three

Setting Customer Service Policies and Performance Standards

  • Deming’s Fourteen Points of Total Quality Management
  • Traditional Manager vs. TQM Manager
  • Setting SMART Objectives to improve Customer Satisfaction
  • Breakout Session: Developing a Call Centre Checklist
  • Best Practices: Methods of Measuring and Monitoring Customer Satisfaction
  • Empowering Frontline Employees to Better Serve their Customers
  • Breakout Session: Developing a Customer Service Complaint Checklist
  • Role-play Exercise: Working with Difficult or Demanding Customers

Day Four

Building High-Performance Teams and Motivating Individuals

  • The Building Blocks of a High-performance Team
  • Your Customer Service is only as good as your worst employee
  • Team Building Exercise: The Paper Tower
  • The Power of Mutual Support and Cooperation
  • Building Teamwork with Support and Recognition
  • Coaching and Mentoring Techniques
  • The Impact of Stress on Individual and Team Performance
  • The Benefits of Teamwork and Mutual Cooperation

Day Five

Leading the Way to Superior Customer Service

  • Using Social Media to engage with customers
  • Recruiting, Interviewing and Hiring Quality Personnel
  • Developing and Implementing Effective Training
  • The Importance of Attitude and Teamwork
  • Professional Development and Continuous Improvement
  • Setting Performance Goals and Expectations
  • Employee Recognition and Performance Review
  • Empowering, Motivating and Retaining Frontline Personnel

Seminar Certificate

Successful participants will receive ’ certificate on completion. CPE units (and other corresponding units) will be awarded appropriately.

Category: Customer Service

Customer Focused Management

Course Introduction

The rise of the Internet, of price-comparison websites, Peer-review websites and especially Social Media has transformed the business environment globally.  Traditional points of differentiation have been eroded by search, tap and click. Social Media and peer-review have combined to drive the customer experience as the primary arbiter of strategic differentiation.  To win under these new rules, organisations have no choice but to become truly customer focused.

A customer-focused organisation is grounded in the belief that long-term success depends on a commitment to customer satisfaction throughout the entire organisation. This training programme focuses on what it takes to build the culture, the processes and the relationships that will lead to long-term growth and financial sustainability.

Leaders are role models in planning, communication, coaching and employee recognition. Their efforts result in increased employee loyalty, greater innovation and improved customer satisfaction. This Customer Focused Management training course covers customer service management responsibilities, from the most fundamental tasks of hiring, training, coaching and teambuilding to quality assurance and leadership skills. This challenging and highly participative programme will focus on creating and managing effective teams, dealing with difficult customers, understanding behavioural styles and proven leadership strategies.

This seminar will highlight:

  • How to analyze and implement the best practices of top performing customer service providers
  • How to utilize proven best practices for measuring and monitoring customer satisfaction
  • How to streamline customer interface operations for optimal service levels
  • How to successfully utilize interpersonal skills to supervise and motivate employees
  • How to empower, motivate and retain frontline personnel
  • How to use Social Media to engage with customers and have meaningful, profitable dialogues.

Course Objectives

At the end of this seminar, you will learn to:

  • Describe the importance of the leader as a role model for customer service excellence
  • Establish the importance of setting and reviewing customer service standards
  • Describe techniques to motivate teams and individuals for peak performance
  • Develop effective communication strategies to promote team building
  • Evaluate surveys to accurately monitor customer satisfaction
  • Design a realistic and challenging customer service employee training programme

Training Methodology

This dynamic, 5-day Customer Focused Management training seminar is highly interactive and encourages delegate participation through a combination of group discussion, role-play exercises, videos, case studies and breakout sessions. This training seminar will include benchmarking best practices to model world-class customer service excellence. The comprehensive training coursemanual has been designed to be practical, easy to use and facilitate learning. Delegates will walk away from this seminar with the skills, confidence and motivation they need to develop a world-class, customer-centric organisation.

Organisational Impact

As a result of this workshop, organisation will get;

  • A more productive and streamlined customer service operation
  • Focused and motivated customer service leadership
  • Increased customer retention and revenue growth
  • Reduced personnel turnover and increased teamwork
  • Improved intra / inter departmental communication
  • Increased communication abilities and interpersonal skills

Personal Impact

As a result of attending this workshop, delegates will find that they have;

  • Improved management performance by learning techniques to empower, motivate and retain customer service personnel
  • Enhanced leadership and communication skills required for career advancement
  • Increased confidence in their abilities to work professionally with difficult or upset customers
  • The insight to adjust their own temperament style to become more versatile, adaptable and highly successful
  • Up to date techniques and methods to help them provide world-class service
  • Improved time management skills and increased productivity
  • A thorough grounding in how to use Social Media to engage with clients and drive productive dialogue around the organisations products or services.

Who Should Attend?

.

This course is suitable to a wide range of professionals but will greatly benefit:

  • Department Managers
  • Marketing Managers
  • Sales Managers
  • Customer Service Managers
  • Team Supervisors
  • Frontline Customer Service Representatives (CSR)
  • Account Managers
  • Field Service Representatives

Seminar Outline 

Day One

Creating a Customer-Focused Organisation

  • Why is Customer Focus suddenly such a big deal?
  • The Vision and Mission of a Customer Focused Organisation
  • Case Study: Benchmarking World-class Customer Service Companies
  • The Roles and Responsibilities of a Customer-focused Manager
  • Breakout Session: Are you a Leader or Manager?
  • The Importance of Presenting a Professional Business Image
  • Case Study: Best Practices – Xerox’ Five Pillars of Customer-focused Strategy
  • Mastering Nonverbal Communication

Day Two

Enhancing Leadership and Interpersonal Communication Skills

  • Supervising the Four Personality Styles
  • Practical Exercise: Determining your Management Style
  • Overcoming Communication barriers in the Workplace
  • Practical Exercise: Listening Awareness Inventory
  • Practical Exercise: The Most Admired Character Traits of Leaders
  • The Supervisor’s Role in conflict Resolution and Service Recovery
  • Facilitation Skills: Managing Group Dynamics
  • How to Give and receive constructive feedback?

Day Three

Setting Customer Service Policies and Performance Standards

  • Deming’s Fourteen Points of Total Quality Management
  • Traditional Manager vs. TQM Manager
  • Setting SMART Objectives to improve Customer Satisfaction
  • Breakout Session: Developing a Call Centre Checklist
  • Best Practices: Methods of Measuring and Monitoring Customer Satisfaction
  • Empowering Frontline Employees to Better Serve their Customers
  • Breakout Session: Developing a Customer Service Complaint Checklist
  • Role-play Exercise: Working with Difficult or Demanding Customers

Day Four

Building High-Performance Teams and Motivating Individuals

  • The Building Blocks of a High-performance Team
  • Your Customer Service is only as good as your worst employee
  • Team Building Exercise: The Paper Tower
  • The Power of Mutual Support and Cooperation
  • Building Teamwork with Support and Recognition
  • Coaching and Mentoring Techniques
  • The Impact of Stress on Individual and Team Performance
  • The Benefits of Teamwork and Mutual Cooperation

Day Five

Leading the Way to Superior Customer Service

  • Using Social Media to engage with customers
  • Recruiting, Interviewing and Hiring Quality Personnel
  • Developing and Implementing Effective Training
  • The Importance of Attitude and Teamwork
  • Professional Development and Continuous Improvement
  • Setting Performance Goals and Expectations
  • Employee Recognition and Performance Review
  • Empowering, Motivating and Retaining Frontline Personnel

Seminar Certificate

Successful participants will receive ’ certificate on completion. CPE units (and other corresponding units) will be awarded appropriately.

Mastering Sales & Marketing in the Age of New Social Media

Category:  Sales & Marketing

Seminar Overview

The world is now officially Social!  The advance of internet technologies has presented Business with a ‘Perfect Storm’ of;

  • Erosion of Traditional Points of Differentiation and mass-commoditization through Price-comparison and Auto-switching websites
  • Increased customer expectations, 24/7/365 with 1 hour response times are now the expected ‘norm’ and
  • Social Media has made the Customer Experience the single most compelling component of the entire Marketing Mix.

This  training seminar will provide delegates with the practical knowledge needed to successfully plan, implement, manage, and measure social media sales and marketing efforts. Social media technologies take on many different forms including magazines, internet forums, web blogs, social blogs, micro blogging, wikis, podcasts, pictures, and YouTube videos. Approximately 100 million users access Facebook through their mobile phone and Twitter processes over 40 million tweets per day. It’s important to realize that social media marketing works best when integrated with other components of your marketing plan.

This highly-interactive  Mastering Sales & Marketing in the Age of Social Media training seminar has been specifically designed to provide sales and marketing professionals the tools, tactics and techniques they require to help them avoid the pitfalls and exploit the incredible marketing opportunities associated with the effective use of social media.

Delegates will walk away from this training with practical knowledge on best practices in using social media platforms to create strong on-line brand identities, improve sales effectiveness, and enable better customer loyalty and retention.

Specifically you will learn to:

  • Design a comprehensive social media sales and marketing plan
  • Integrate social media tools with traditional marketing activities to improve customer service and increase business development opportunities
  • Demonstrate familiarity with the range and variety of social media platforms and tools
  • Understand how to monitor a& measure the effectiveness and ROI of a social media plan
  • Monitor social media to protect brand reputation and build customer relationships
  • Develop persuasion and communications skills to enhance sales effectiveness
  • Implement strategies to engage customers through social media marketing
  • Integrate social media marketing tools into existing marketing plan
  • Determine which social media channels best fit organisational marketing objectives
  • Explain how social media marketing differs from traditional marketing
  • Describe best practices and rules of engagement for online sales and marketing

Designed for:

This workshop is suitable for a wide range of Executives who have an interest in the branding, corporate reputation or commercial success of their organisation, but will specifically be of interest to;

  • Sales & Marketing Professionals
  • Business Development Team Members
  • Customer Service Professionals
  • Team Leaders & Supervisors
  • Administrators
  • HR & Training Professionals
  • Accounts Personnel
  • Public Relations Professionals

Seminar Outline

Fundamentals of Social Media Marketing Strategies

  • How social media marketing differs from traditional marketing?
  • Benefits of Using Social Media Marketing
  • The History of Social Media
  • The 4 Ps of Media Marketing
  • Avoiding common mistakes in Social Media Marketing
  • Case Study: Best Practices of Social Media Sales and Marketing
  • Social Media’s Impact on Customer Service
  • Leveraging Blogs, Twitter, Facebook, YouTube, and LinkedIn Marketing

Principles of Persuasion to Enhance Sales and Marketing Effectiveness

  • What is the difference between Sales and Marketing?
  • Marketing and Selling to the Four Customer Buying Styles
  • Active Listening Skills Development
  • How to Use Questioning Skills to Identify Customer Expectations and Service Requirements?
  • The Power of Online Customer Testimonials
  • How to turn visitors into customers with conversion optimization?
  • Sell with Emotion not Logic

Creating a Social Media Marketing Strategy

  • Marketing Trends to Implement in your Marketing Plan
  • Key Steps in Building Your Social Media Marketing Plan
  • Creating Website Content
  • Market Segmentation
  • Building Brand Loyalty
  • How to make a video go viral?

Measuring and Monitoring Social Media Campaigns

  • Benefits of Measuring Social Media Effectiveness
  • Monitoring your Organisation’s Reputation Online
  • Breakout Session: Action Planning for Reputation Damage Control
  • How to Measure the Effects of Social Media
  • Increase Search Engine Optimization
  • The top Social Media Monitoring Tools

Professional Development for Continuous Improvement

  • Practical Exercise: Developing Your Action Plan
  • Setting SMART objectives
  • Practical Exercise: Setting Personal Development and Business Goals
  • Time Management Tips to Improve Daily Productivity
  • Stress Management Strategies for Peak Performance

Micro Brewery Start Up Consultancy

If you have long dreamt of starting your own micro-brewery, now is a good time. The taste for new beers and ales continues to grow and new breweries are springing up all over the country to satisfy this need.

It had long been my dream to have my own Micro Brewery and so, In 2017, I founded Appleby Brewery (www.applebybrewery.co.uk). Drawing upon my Marketing and Branding skills and experience, we established four brands initially (Midlife Crisis IPA, Senior Moment Ale, Middle-Aged Spread (because it is Stout) and Haweswater Blonde Golden Ale.

The experience of setting up from scratch was immensely rewarding, but not without difficulties. We were able to establish our brands up in Cumbria and won contracts to supply local pubs, as well as supermarkets like Booths Supermarkets and the local Co-Ops.

Having “been there, done it, eaten the pizza and bought the T-shirt” we are able to offer first hand pragmatic advice and consultancy to anyone wishing to make setting up a Micro-Brewery their dream

We can offer help and advice on

Finding premises

Sourcing kit

Recipe development

Branding advice (including Social Media)

Marketing Advice

Give us an email to see how we might help your Micro Brewery dreams come true.

Welcome

Welcome to Mills Consultancy.

My name is Fred Mills, I am the founder of Mills Consultancy.  I have a B.Sc(Hons) Degree in Microbiology and Biochemistry and a Masters in Business Administration (MBA) degree.  I also hold the Diploma from the Chartered Institute of Marketing, and have been elected as a Fellow of the Chartered Institute of Marketing (FCIM)

I have a wealth of experience in Pharmaceuticals,Medical Technology Assessments and a wide range of other industrial sectors

Additionally, I founded,set up and ran Appleby Brewery, a real ale brewery in Cumbria for four years, so have great experience to help others looking to start up a brewery or expand an existing one

We are a training and consultancy firm specialising In the following.

Consultancy

Setting up a micro-brewery

Sales

Marketing

Key Account Management

Health Economics

Training

Consultative Selling Skills

Marketing

Executive Coaching

Feel free to contact me at

fred(at)millsconsultancy(dot)com