Less Bland, More WOW!

Join us in our 2 day workshop and learn how to grow your business by delivering great customer experiences with your team fully behind you, knowing why, when and how to WOW  your customers time and time again.

BOOK YOUR PLACE

Are You Finding it Difficult to Win More Customers?

Would you love to have more customers, buying from you more often, spending more with you and recommending you to more of their family, friends and colleagues? Do you want to keep them as customers for longer and maximise their life time value?

If the answer to any of these questions is YES, then being bland will not cut it! When you're average you hand your competition a huge advantage.

 

Customers are more informed, more knowledgeable, complain more often, have more choice and are less loyal than ever before.

This presents you with several challenges.
  • Finding ways to convert customers away from your competition and convince them to spend their money with you.
  • How to engage your employees and motivate them to WOW your customers and win back any dissatisfied ones.
  • Developing a ‘one team, one customer’ attitude across your business that focuses on delighting the customer.
  • Finding the opportunities to WOW so that every customer is highly likely to recommend your business to others.
  • Finding unique and sustainable ways to stand out from the crowd and build awesome service behaviour into the customer experience.
  • Developing the right leadership skills needed to support a customer-focused culture and how to make the necessary changes stick for good.

The GREAT NEWS there is a solution that can help you meet these challenges head-on. READ ON.

How Would you Feel If....

  • You had a team that was fully aligned with your vision of excelling in customer service?
  • You knew your business was growing based on recommendations from loyal customers?
  • You had a simple recipe for success, easily understood by everyone in your business that if followed would guarantee success?
  • At management meetings you could report customers spending more, buying more often, costing you less, and staying with you longer?

Well, we have the solution that will help achieve these goals. We call it “Less Bland, More WOW!" and it's one of OUR two-day workshops.

Who The Workshop is Designed For

We've designed it for business owners, directors, department heads, managers, supervisors and team leaders that need to pave the way to great customer experiences from their teams.

Workshop Overview

This is a two-day customer experience workshop, with highly engaging, practical activities designed to challenge current norms and ways of doing business and provide practical tools for application back in your business. Hundreds of participants have been through this workshop in the past, allowing us to tune the activities so they deliver the optimum value every time.

Key Things You'll Learn

At the end of this workshop you will be able to:

  • Describe what's meant by the ‘customer experience’ and the implications it has for your business.
  • Understand the context of the three landscapes that impact upon the customer experience in your business.
  • State the sensory elements of a customer experience, what emotions drive loyalty and those that destroy as well as the financial implications to your business.
  • Know how to build customer loyalty by addressing your own customers' unique expectations throughout their journey.
  • Assess your team for its readiness to deliver a great customer experience.
  • Suggest strategies for capturing your own customer feedback.
  • Describe how to keep employees engaged so they want to perform better.
  • Know how to empower employees so they can make the right decisions about handling customer complaints as well as exceeding customer expectations.
  • State ways to prepare your employees each day to deliver a knock out performance.
  • Understand the five leadership qualities essential to sustain high performance in your business.
  • Describe the eight key steps for successfully leading change for your business.
  • Recognise the importance of adopting a holistic approach to developing customer experiences and what elements to check.
  • State the three ‘magic’ ingredients for getting customers to rave about you and how to apply these in every customer situation.

Participant Feedback

We always love the feedback we get when we run this course. Here's a taster....

"Fabulous course! Very informative and worth listening to – don’t be cynical about what you could take away but be open to everything you could learn."


"Come with an open mind to the concept and the theory’s behind the course. It allows us an insight behind the inner workings of how we are able to influence business and the outcome merely by having the knowledge to power us"


"Expected to be bored and totally uninterested in this course, however I found it eye opening and informative. This course shows how easy it would be to create the “WOW” factor."


"It was a very informative day, that allowed me to think in depth ways of making Woburn better for customers and the better ways to communicate with them. Today has been enjoyable and thought provoking. Feel like I’ve learnt something to make my work a better place to work!"


"Today has been a very positive experience that I can honestly say I have really enjoyed. I am learning with some great information to use in my day to day roles in the business."


MODULE 1 - The Customer Experience Landscape

This module covers the changing landscapes organisations face that influence the customer experience, the components of an experience and a framework for considering customer experiences in general.

MODULE 2 - Understanding Customer Expectations

This module covers understanding customer expectations at both an emotional and tangible level as well as the emotions known to drive customer loyalty and those known to destroy it. It also covers a framework for considering any customer experience.

MODULE 3 - One Customer, One Team

Here activities highlight the importance of adopting a one customer, one team ethos which will contribute to delivering a great customer experience. It also covers the three magical elements essential to delivering a memorable and personal customer experience, as well as what employees need to do to deliver a branded experience that meets the customer’s expectations of your brand’s performance.

MODULE 4 - Achieving the Change You Want

We consider the key steps to effective change management and what leadership qualities are required in order to support a culture of ‘customer first’ as well as how to empower employees to go the extra mile for customers.

MODULE 5 - Becoming Customer Centric

This final module gives you practical advice on how to use customer journey mapping tools to assess your customer experience and design more effective journeys. The module also provides you with a 60 point framework for preparing your organisation for an holistic approach to delivering great customer experiences.

Client Testimonials

Just some of our clients

"Mark is a trusted and professional designer and deliver of training that can be relied upon to always be ahead of the current thinking in his areas of expertise."

Sarah Baxter
Employee Engagement Manager, BMW

"Mark delivered the 'The Customers Shoes' to all the Sundial staff some years ago and it has paved the way for our us to ensure our staff still truly understand the customer experience and aim to delight them on every possible occasion. An excellent training programme."

Jo Chudley
Director, Sundial Group

"Mark was instrumental in helping develop the Customer Experience programmes at BMW Group UK. He is thoughtful and clever in designing solutions that combine strategic aims with the needs of the ‘person on the ground’ – basically he knows his stuff. If you want a solution that works and provides clear business differentiation, he is someone you should talk to. As a Consultant he operates from a position of trust, integrity and partnership. I have no hesitation in recommending Mark."

Sarah Trought
Learning and Development Manager, BMW

"Mark is an outstanding consultant and is exceptionally skilled in creating customer focused training experiences."

Jonna Sercombe
Founder and CEO, Interactive Workshops

"I have been delighted to employ Mark as a training partner to deliver Management Development Programmes, since 2005. At The Sytner Group, Employee Engagement, Succession and Talent Management are some of our key commitments. Mark has worked with me to ensure we deliver on this promise. He is creative, energetic and knowledgeable in his specialist areas of The Customer Experience. Every events he delivers gets exceptional feedback."

Sue Sansome
Head of Learning and Development, Sytner Group.
Sunday Times No 1 Best Large Company to Work For

Price

PRICE PER PERSON

£597

plus VAT

Included:

  • Two-day workshop attendance
  • Participant workbook
  • Access to support materials online
  • All course materials
  • Refreshments and lunch on both days
BOOK YOUR PLACE

FAQs About the Workshop

  • Where is the venue?
  • The exact venue will be confirmed to you in your joining instructions which you'll receive two weeks before the event.

  • Is there any pre-work to be done before I attend?
  • Yes there is some limited work which should take you no more than 30 minutes to complete. It involves completing a short 20 question survey.

  • What are your cancellation terms?
  • If you cancel with at least 30 days notice we'll provide you with a full refund. If you cancel with less than 30 days notice then there is no refund.

  • Can I see your T&Cs please.
  • Sure there's a link at the bottom of this page called Terms which explains everything.

  • How do I pay for the training?
  • Click the Book Your Place buttons to choose your location. This will take you to a page where you can chose the location that suits you best. Then from there you can pay either with a credit card, debit card or use PayPal.

  • How many delegates will be on the course?
  • The size of the workshops will vary from between 12 to 18 participants. This is in order to bring into the workshop sufficient diversity of experience and perspectives which will be used during the activities. We find this adds value by allowing you to learn from other participants.

  • Where do the open course workshops take place?
  • We run workshops wherever there is sufficient need! If you any of the Book Your Place buttons you'll see the current options.

  • Do you provide in-house workshops tailored for specific businesses?
  • Absolutely! For further details email [email protected] leaving your contact details and we'll call you back to discuss your needs.

  • Is there any post-workshop support?
  • Yes there certainly is. You'll have access to all the course materials in digital format as well as extra resources to download to help.

    You'll also be able to contact us with any questions and advice for as long as you want to ensure you can apply what you've learnt.

  • Will the workshop benefit my small business?
  • The workshop will benefit you regardless of the size of your business. Whether you are going it alone solo or you head up a brand employing thousands of employees.

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