If you are not thinking about customers, you are not thinking. (Ted Levitt)
(Click on any of the choices above for more information)
The bulk of our work consists of formal and structured training and seminars for your team. Below you will find a list of the training workshops, talks and seminars which we customise for your business.
However, we also believe that your team should be exposed to mind-blowing experiences that they enjoy, learn from, and then replicate for your customers.
Executive Encounter – A three-hour presentation introducing the concepts of effective customer management for executives. Ideally, this is preceded by the assessment process, and includes highlights of the actions needed, and a reflective look at the role that executives can play in the success of the process. Most importantly, we examine the expected ROI of effective customer management.
Customer Relationship Management – How to Implement and Manage an Effective Customer Oriented Culture. This four-day workshop is aimed at the team of people who will drive the process throughout your organisation, and includes many of the topics mentioned below. The team leaves the workshop having decided on individual responsibilities, and with a project plan that is ready for immediate implementation.
Why You Had Better Not Believe Your Ad Agency – Most executives instinctively know that customer acquisition is far more expensive than customer retention, development and growth. This presentation tells you why, and what you can do to divert money to where there is a better chance of success.
New Horizons: How to successfully manage change in your business
Delight Your Customers With Positively Outrageous Service (With variations)
Rock Your Customers! – a highly entertaining visual and emotional experience that combines rock music, special effects and entertaining input from the stage to emphasise the message of delighting customers.
From Terrorist To Apostle: How to Deal With Customer Complaints, Problems, Difficulties and Anger
Turning Frogs into Princes: How to Motivate and Manage People to Delight Your Customers
Creating Mind-Blowing Customer Experiences: How to create personal and memorable experiences for your customers
Relationships First! How keeping in touch with customers can give you an unbeatable edge
Yada-Yada: Using the Power of Word of Mouth: How to manage and use word of mouth for your advantage.
Effective Customer Care on the Telephone Blue Ocean Strategy and Value Innovation: Generating Innovative Ideas to Delight Your Customers and Create Loyalty
Appreciating and Thanking Customers for Their Loyalty: Customer Reward Programmes and Loyalty
Effective Customer Satisfaction and Customer Loyalty Measurement How to Benchmark Your Business with Best Practices
Key Strategies for Call Centre Development Internal Customer Service: Creating a “Professional Services Firm” Within Your Own Business
Ten South African Companies That Delight Their Customers – and how they do it
How to Keep Your Customer Care Strategy Alive When It Has Started to Fade Away
Future Trends in Customer Care and Marketing
Winning Sales Through Need Satisfaction Selling Retail Selling Skills: for staff in a retail environment. Can be customised for people who man stands at exhibitions
The Right Stuff: Attributes of Successful Sales People
Strategies to successfully Grow Your Sales
Need Satisfaction Selling: Using the SPIN Sales Model to ask the right questions
Cold Calling, Prospecting For, and Getting New Business
Closing Sales and Clinching Those Deals
How to Deal With Sales Problems brought up by customers
How to become a Rainmaker in your company.
Effective Key Account Management Using Your Influencing and Persuasion Power to Win Over Customers
Building Long-Term Relationships and Trust
Powerful and Effective Negotiation Skills
Word of Mouth Marketing: How to use the power of WOM for success
Presentation Skills for Sales People Marketing Warfare: How to Win in a Highly Competitive Environment
Basic Marketing Skills, and Advanced Marketing Skills Brands and Branding: How to Successfully Build Incredibly Powerful Brands
Radical Marketing: How to Rewrite the Rules in Your Industry
Managing and Motivating a Winning Sales Force.
Kickstart 2010: Recession? What recession? What you need to do to thrive in a chaotic world
Why Companies Fail: And what to do about avoiding the traps
New Horizons! How to Deal With Change in Your Life
The Magic in YOU! and Finding Your Place in the Sun: How to Create Happiness in Your Life
The Value Innovation Service: 100’s of new ideas for delighting your customers and keeping them loyal. Sometimes you need an external facilitator to help challenge the thinking in your organisation, or to spark of some innovative thinking, or help you see things differently. We have a team of highly creative – some would say “radical” – people who can do this, and take you to a new level of thinking. We have a team of crazy-looking but highly innovative associates who will generate at least 100 ideas for new products and services for your business using our proprietary process for value innovation.
Customer Flash Bulletins: The most exciting product we’ve ever launched! How would you like a short, weekly, inspirational flash bulletin, on video, DVD, or even on your cell-phone that reminds you about one aspect of delighting customers that you can apply? These bulletins can be watched by everyone on your team as many times as they want, and can be used…
To train people in customer service, or to reinforce what they already know
To get a constant stream of hints and tips for keeping customers loyal• To share new and innovative ideas for delighting your customers that your business can easily implement
To inspire people to take action to delight your customers
And to do it in a way which is entertaining and fun
Click here to watch a sample.
Sales Flash Bulletins: an electronic weekly one-minute bulletin of ideas to improve sales skills, techniques and strategies of sales staff, and to provide inspiration. Same as above, but for sales people.
Employee Experiences: In our business, we have to be the example of innovation, and to show our clients what remarkable experiences can be really like. That’s why we have developed a number of unforgettable experiences for your people that will leave them gob-smacked. They include…
Rock Your Customers: A powerful “lectern rock” presentation that will make your team wonder if the went to a concert rather than training. (A shorter hip-hop version of this presentation is also available.)
Sales Sim: A powerful sales event that challenges sales people to develop their skills and talents, and to enhance their attitude towards sales. A number of specially designed simulations and events designed to have a high impact on the skills and attitudes of sales and customer care staff. (Include many different types of events like game shows, business games, challenges similar to “The Apprentice,” and “The Weakest Link.” Previous delegates have sold gigs for a heavy metal band, done a gig with a hip-hop group, cooked themed meals or potjies, sold products in shopping malls, been on a “Legendary Service Bus Tour,” made electronic heart monitors in a “factory,” and so on.)
Dr. Harry’s Fabulous Heart Monitor Company: A business simulation in which delegates make electronic products – and learn about numerous aspects of business
The Classy Box Company: A business simulation with similar objectives to Dr. Harry’s Fabulous Heart Monitor Company
The Legendary Service Tour: An alternative to visiting Disney University, in which your team is exposed to some exciting businesses, (manned by ordinary people doing amazing work,) that have managed to create unbelievable levels of loyalty
And much more: Contact us and we’ll share ideas for creating mind-boggling experiences for your team.
Are you interested in presenting your courses using our professional materials? We have a range of complete course and workshops that we can license to you – whether you are an in-house facilitator or run your own consulting or training company. These complete “courses in a box” include:
“At the end of the day, it's about building your business around customers and finding ways to help them grow, that will make you succeed.” (Jeff Imelt, Chairman and CEO, General Electric Company)
A Facilitator Guide which explains what you need to do – minute by minute. The pack also includes marketing materials for promoting your course internally or to members of the public
A master copy of the Course Handout for delegates which is attractively and professionally produced in full colour
A complete set of beautifully designed PowerPoint Slides with animations
A professionally recorded DVD with recordings of case studies, stories and other interesting material, and which gives your delegates access to our fun-filled and practical presentations
A set of classic articles relating to the topic you have selected, and copies of our published books at preferential rates
Ongoing and unlimited support for you by telephone and email in all perpetuity.
Give us a shout if you are interested in this fantastic package. (Contact us)
