Create Your Compelling Service Advantage! How to amaze your customers, differentiate your business and grow your bottom line!

Background

Managing any business or organization today is tough…and getting tougher.  We’re all faced with more demanding customers, more and stronger competition, increased complexity, disruptive technology and shrinking margins. In addition, great staff are hard to find and keep…and that problem won’t go away any time soon.

Whether you sell directly to consumers or B2B, it gets more and more difficult to clearly differentiate your business, earn customer loyalty and turn customers into ‘raving fans’.  Every industry and every market is over-served and under-differentiated. There are simply too many other people selling what you sell.

So, to succeed, you must deliver compelling value and experiences that make you the clear ‘wise choice’ for your target customers. That’s how you achieve ‘customer ownership’.   

The word ‘service’ has been poorly defined, over-promised and under-delivered for decades.  It’s time to get it right!   In this bottom-line session, Donald delivers clear and compelling insights into why people buy, why they don’t buy…and what they really want when they do buy. 

He’ll debunk tired and limiting myths about customer loyalty, service, price and value…and then replace them with powerful insights that have helped 1,000s of businesses create compelling customer experiences with a simple 3-step process that will create customer ownership at every ‘touch-point’.

There’s much more to ‘service’ than a nice smile and a slight attitude adjustment.  Great service starts with selling products and services that actually work for your target customers.  Then, you need to be open and available when and where they need you, be easy to find, easy to understand and easy to do business with. 

Next, your facilities, policies, systems, processes, standards and integrity all play a key role in delivering extraordinary service.  We need the latest technology to

proactively understand, serve and communicate with customers and prospects when, where and how they want. To achieve all of this, you need talented staff with the desire, training and empowerment to serve wonderfully. You cannot create an extraordinary business by hiring ordinary people.

Finally, it’s important to understand that ‘price’ and ‘service’ are not opposites. In fact, the price you charge is part of your total ‘service package’.  Now, there’s an intriguing thought.

Creating loyal and profitable customers is not that complicated. In fact, you’ll be amazed how simple and do-able it actually is. 

And, each ‘attendee’ will receive access to Donald’s complete set of ‘Business Assessment and   Management Implementation Tools’ as a bonus…no charge. 

The Aim and Workshop Approach and Outcomes

The workshop aims to help enhance your sense of personal and professional purpose.

1. A very different, but simple, definition of ‘Service’ that changes everything!
2. The truth about customer loyalty. It’s not dead, unless we kill it.
3. The ‘straight goods’ about why people buy, why they don’t buy…and what they really
4. A simple way of redefining our business that leads to 100s of service and experience innovations.
5. How to create compelling value and service experiences that will ‘grab’ our target customers, clearly differentiate us from our competitors, make us ‘famous’…and grow our bottom line.
6. Delivering bad service is not the actual problem. It’s a symptom of hiring, training operation and communication problems. Using Donald’s copyrighted 1-page‘Service Challenge Audit Sheet’ to determine what’s really preventing us from delivering world-class service experiences will focus us on what needs fixing.
7. The ‘4 Currencies’ in people’s lives that make it NOT all about price! 
8. The incredible power of joy and gratitude!
9. How to hire, train and empower the right people to deliver our compelling service promise.
10. Marketing our service difference. There’s no point being the best if we’re also the best kept secret.

To reserve your place e-mail Beth Kingsley-Rowe at  beth@sibl.org.uk   

The Keynote Speaker

Donald Cooper

Notes a) Access codes for this Zoom on-line event will be issued within 48 hours of the start time.