Customers don’t think the way they think they think!

Yeah, you might want to read that title a few times.

There is always a strange paradox encountered by anyone who has to deal on a regular basis with customers, and that is that customers simply do not behave in a way which is logical, even reasonable often.

Why is this? We conduct careful Market Research and Customer Satisfaction surveys, respond to their findings, strive to improve our performance and, well, nothing!

The answer may lie in the new science of Behavioural Economics.

The simple fact is that we, none of us, actually think the way we like to imagine we do.

A wonderful book by Daniel Khaneman* outlined the idea that we have two systems of thinking, System 1 and System 2. The system we all imagine we use, using logic and reason, comparing alternatives and coming to sound, rational conclusions, is System 2. Our customer satisfaction surveys, Market Research studies and marketing messages naturally assume this is the preferred option and are geared very much to System 2 thinking (and consequently give System 2 results)

System 1 is rather more driven by emotion, intuition and gut-feel. Your brain (good as it is) is overwhelmed and bombarded with information all the time and, as a consequence, is constantly looking for short cuts. The actual processing of a thought requires significant resources of energy and oxygen and it is your brain’s job NOT to be ‘right’, but to be ‘right enough’ and efficient. Consequently, it predominantly utilises System 1 tactics in its daily life.

So the purchase decision, the re-purchase decision, loyalty to a supplier and compliance are all driven by emotional factors and the employment of System 1 thinking which requires tactics of chunking, deletion, rules of thumb and habit etc.

Consequently, customers will often tell a Market Researcher something they believe is the ‘right’ or ‘expected’ answer and then actually do the complete opposite (as a case study, consider how many General Elections throw up actual results that are quite different to the opinion pools published earlier in the campaign.

So, to provide a quality customer experience (surely the primary goal of any Enterprise in this social 24/7/365 ‘always-on’ world), we need to understand that the customer is not a rational robot, (also he is not an intentional liar), but rather an emotional, unpredictable creature whose behaviour and decision-making is based on short cuts, rules of thumb, the practice of habit and what I like to call ‘Commercial Inertia’.

The role of the new Marketing is to understand this and start designing compelling propositions (and customer feedback systems) that reflect this new reality. If you are a leading brand, your job is to compound the habits of your loyal customers, if you are a new entry, your job is to break those habits and install new ‘short cuts’ for customers.

We shall post more on that later.

  • Thinking Fast and Slow, Kahneman D, Pub Penguin; 01 edition (10 May 2012)

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