Made as a college presentation, this slide show helps you get the basis of understanding your customer. Targeted for students as well as those looking to brush up on their basic principles of marketing
Everyone in sales faces rejection on a daily basis. Good salespeople brush it off and move on. Great salespeople use objections as a platform to fight back and get to the close.
In this webinar, our Co-Founder Ben Sardella teams up with Steli Efti, CEO of Close.io, to help you create a scalable and effective objection management framework for your sales team.
Made as a college presentation, this slide show helps you get the basis of understanding your customer. Targeted for students as well as those looking to brush up on their basic principles of marketing
Everyone in sales faces rejection on a daily basis. Good salespeople brush it off and move on. Great salespeople use objections as a platform to fight back and get to the close.
In this webinar, our Co-Founder Ben Sardella teams up with Steli Efti, CEO of Close.io, to help you create a scalable and effective objection management framework for your sales team.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
Customer Service Is A Series Of Activities Designed To Enhance The Level Of Customer Satisfaction – That Is, The Feeling That A Product Or Service Has Met The Customer Expectation.”
The SlideShare presented here will give the viewers a description of how any organisation should look towards providing service experience their customer. If you want to achieve service excellence then this is the mindset you should keep.
A very basic introduction to the fundamentals of marketing from conversion, operations, function and purpose of marketing to marketing strategy and above the line/below the line
Agile concepts for quality and process engineers for slideshareYuval Yeret
Excerpt from a session introducing agile concepts for a group of quality engineers in a big enterprise undergoing an agile transition.
The aim was to expose Quality/Process engineers to the concepts of agility and emphasize the impact on process/methodology development, the approach of evolution vs big design up front and its impact on their work. I used a lot of the classic agile examples (a lot of them by Henrik Kniberg) and adjusted for the development of methodology, to show that actually the agile approach should be discovered using an agile process.
Also covers some complexity thinking aspects.
And of course - this is not limited to methodology for IT/product development, but to many kinds of change management.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
Customer Service Is A Series Of Activities Designed To Enhance The Level Of Customer Satisfaction – That Is, The Feeling That A Product Or Service Has Met The Customer Expectation.”
The SlideShare presented here will give the viewers a description of how any organisation should look towards providing service experience their customer. If you want to achieve service excellence then this is the mindset you should keep.
A very basic introduction to the fundamentals of marketing from conversion, operations, function and purpose of marketing to marketing strategy and above the line/below the line
Agile concepts for quality and process engineers for slideshareYuval Yeret
Excerpt from a session introducing agile concepts for a group of quality engineers in a big enterprise undergoing an agile transition.
The aim was to expose Quality/Process engineers to the concepts of agility and emphasize the impact on process/methodology development, the approach of evolution vs big design up front and its impact on their work. I used a lot of the classic agile examples (a lot of them by Henrik Kniberg) and adjusted for the development of methodology, to show that actually the agile approach should be discovered using an agile process.
Also covers some complexity thinking aspects.
And of course - this is not limited to methodology for IT/product development, but to many kinds of change management.
Don't Believe the Hype, Keywords Aren't Dead!David Black
Every time we turn around, there's another alarmist trying to fill our heads with the idea that keywords have no place in modern Internet Marketing. But, keywords always have, and always will be the cornerstone of any search marketing campaign.
Don't be part of the herd! Learn why keywords are still important, how to conduct keyword research and how to implement your keywords.
This webinar is designed for the beginner-immediate and will help you:
1. Develop and optimize your keyword targeting strategy
2. Use software in the execution of your strategy.
3. See which keywords your competitors target.
4. Implement your keywords naturally.
5. Measure your results.
Ecosystems are the "natural capital" of our economy and our world, providing valuable goods and services, but as consumption grows along with populations and their spending power, many ecosystems are struggling to keep pace.
DIYDays - Working with a Creative Technologistheidihysell
These slides were a part of a presentation given at DIYDays Conference on March 3rd in NYC at The New School. Most of the participants at the conference were story tellers and were interested in how to better work with technology to tell a story. Our goal was to help them know when in a project to start to work with a technologist, what to expect and where to find them.
PhRMA Report 2012: Medicines in Development for ChildrenPhRMA
America’s biopharmaceutical companies are researching 316 medicines to help meet the unique health care needs of children and adolescents. Considerable progress in the fight against diseases that impact children has been achieved in recent decades, with medicines playing a key role.
At Tuenti, we do 3 code pushes per week, sometimes modifying thousands of files and running thousands of automated tests and build operations before, to ensure not only that the code works but also that proper localization is applied, bundles are generated and files get deployed to hundreds of servers as fast and reliable as possible.
We use opensource tools like Mercurial, MySQL, Jenkins, Selenium, PHPUnit and Rsync among our own in-house ones, and have different development, testing, staging and production environments.
We had to fight with problems like statics bundling and versioning, syntax errors and of course the fact that we have +100 engineers working on the codebase, merging and releasing more than a 15 branches the same day. We also switched from Subversion to Mercurial to obtain more flexibility and faster branching operations.
With this talk we will explain the process of how code changes in ourcode repository end up in live code, detailing some practices and tips that we apply, problems we had and how we solved them.
The second Service Matters' Ideas Lab was more than just a conference for senior housing leaders. It provided an opportunity to create ideas and network with fellow innovators. Whether you were there for thought-provoking debate, workshops or discussions, the Service Matters' Ideas Lab provided the perfect platform to generate innovative solutions for your business.
Presentation for #TFT12: ITSM Goodness: Never mind all the theory and industry debate about ITIL and Cloud and Mobile and BYOD and all that.
This session from Barclay Rae (ITSMTV's pundit, the Service Desk Inspector and ITSM consultant) is packed with lots of simple tips, ideas and reflections on how to be practically successful with ITSM. Pies might also be mentioned.
See Barclay's TFT speaker Pinterest board: http://pinterest.com/servicedesk/barclay-rae/
Rob Jones, managing director of Peloton Partners, shares emerging pricing trends in the industry based on data from 70 advised firms across Australia, and strategies for advice practices to extract latent value out of their business.
This presentation by Maria Mayorga shows you how to create a digital recruitment strategy to bring in the best and brightest people to work for your service-based business.
Attracting qualified technicians takes more than a "help wanted" sign in the window. Learn the latest in digital recruitment trends, why you need a recruitment strategy, and how to build a great one.
Rob Jones, managing director of Peloton Partners, shares emerging pricing trends in the industry based on data from 70 advised firms across Australia, and strategies for advice practices to extract latent value out of their business.
IS / IT strategies are interdependent with
Business Strategy to be able to create competitive advantage on the basis of strategy cost leadership, product differentiation and market share.to achieve this, the company needs to use a business model called BMC, which explains how the company places its position in the value chain.
Why Your Company Needs An Employee Turnover AuditRon Haynes
Employee Turnover is costing your firm hundreds of thousands of dollars but it's masked in a myriad of different ledger accounts and departments. Finding out the true expenses associated with turnover allows firms to control those expenses and train those responsible for them to better understand their impact and reduce those costs.
Slide share The Case for Customer Relationship Excellence - European Qualit...Dr. Ted Marra
Here is an article I wrote for the European Quality Journal on Strategic Customer Relationship Management. Back then I referred to it as Customer Relationship Excellence. Take your pick on titles.
There is increasing competition and commoditization in the information security marketplace.
For better or worse, pure technical knowledge and experience is not enough. InfoSec companies must go out of their way to demonstrate and communicate their value to potential clients. This includes optimizing and standardizing internal processes and client-facing communications. This article (the first in a series) discusses the problems facing InfoSec companies and some strategies for standing out from the crowd.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
3. Uncommon Service
Some facts about Service
Industry in India
Contributes
35%
A
to about 60% of GDP
of employment
quarter of the total trade
And
over half of the foreign investment
inflows
4. Uncommon Service
Some facts about Service
Industry in India
One
of the largest and fastest growing
sectors in the global market
Received
FDI equity inflows worth ₹
179,150.49 crores in the period April 2000 –
August 2013
5. Uncommon Service
What do we need a service
for?
To
get help with the problems we face
while using a product
To
make a product meaningful
6. Uncommon Service
Helping is in Human Nature
and yet good services are still
rare
It
is not that employees and owners want
to deliver bad service
It is not that we need a bad service
We still get a bad service
What’s going wrong?
8. Uncommon Service
Here’s what the authors have
learnt
Uncommon
Service is not born from
attitude and effort
But from Design Choices made in the very
blueprints of a business model
9. Uncommon Service
It easy to say that we provide
services
It
is hard to Design a Service model that
allows average employees, not just the
exceptional ones to produce service
excellence as an everyday routine
12. Uncommon Service
The Four Service Truths
You
can’t be good at everything
Someone has to pay for it
It’s not your employees’ fault
You must manage your customers
13. Uncommon Service
Principles of Service
Excellence
Funding
mechanism
How is the
Excellence
Paid for?
Service
Offering
Employee
management
system
Which specific
Attributes of
Service are you
Competing on?
Are
employees
Set up for
Success?
Customer
Management
System
How are
Customers
Managed and
Trained?
14. Uncommon Service
You can’t be good at
everything
Excellence
requires sacrifice
You must underperform on dimensions
your customers value less
You cannot depend on the faith that your
employees will perform heroically.
Excellence must be normalized
15. Uncommon Service
Example: Commerce Bank
Offers
the worst interest rates in the
industry
But open from 7:30 am to 8:00 pm from
Monday to Friday
Full banking services would be available
on Saturdays and Sundays
16. Uncommon Service
Where to be Good and where
to be Bad?
Find
what your customers value most
Service is more about best in class
customer interactions
Employees best-of-the-best in both
Attitude and Aptitude are expensive
17. Uncommon Service
Where to be Good and where
to be Bad?
People
with good attitude are desired in
service industry
Simplify your products to deal with any
problem arising from less aptitude of the
employees
18. Uncommon Service
The Attribute Map
Most
Convenience
Important
To target
Customer
market
interactions
---
Least
Important
To target
market
Product
Range
Price
Relative performance
of the firm
19. Uncommon Service
Putting it into practice
Create
an internal attribute map
Create an external attribute map
Analyze your performance
React
20. Uncommon Service
Attribute map for analyzing
performance
Most
important
To target
market
Least
important
To target
market
Quality of
installation
Need a
Wedge
Low price
---
Responsiveness
--Courteous and
professional
Your company
Competitor
Proactive
Follow-up
Relative performance
of the firm
21. Uncommon Service
Wasted Wedge
Most
important
To target
market
Quality of
installation
Wasted
Wedge
Low price
---
Responsiveness
Least
important
To target
market
--Courteous and
professional
Your company
Competitor
Proactive
Follow-up
Relative performance
of the firm
22. Uncommon Service
Wasted Profit
Most
important
To target
market
Quality of
installation
Low price
---
Responsiveness
Least
important
To target
market
Wasted
Profit
--Courteous and
professional
Your company
Competitor
Proactive
Follow-up
Relative performance
of the firm
23. Uncommon Service
Someone has to pay for it
The
most successful service models
incorporate a mechanism for reliably
funding an exceptional experience
4 funding mechanisms which can be used
to sustain your premium offering.
24. Uncommon Service
4 ways to pay for excellence
Charge
customers extra for it – in a
palatable way
Make cost reductions that also improve
service
Make service improvements that also
reduce costs
Get customers to do the work for you
25. Uncommon Service
Examples
Commerce
Bank – did not charge
customers for better service but offered
lower interest rates on deposits
Loyalty programs, if designed
correctly, are a great way to get paid for
your premium service
26. Uncommon Service
Examples
Classrooms
reduced costs and offered
more benefits than private tutors
Intuit asked its product development
team to take customer calls for support
Big Bazaar uses the customers serve
themselves model
27. Uncommon Service
It’s not your Employees’ fault
It
may not be that you have hired an
entire company of people who just don’t
get it
You might have built a service model for
phantom employees which you wish you
had, but you actually don’t
31. Uncommon Service
Start attacking system-wide
complexity
Start here
Don’t start here
High
Operational
complexity
Low
Low
High
Direct value-add to customers
32. Uncommon Service
You must Manage your
Customers
Customers
play a special role in service
encounters. This phenomenon is called
customer-operator
Customers don’t just consume
service, they also participate in creating it
33. Uncommon Service
You must Manage your
Customers
Customers
can increase the cost and
reduce the quality of your service
Sometimes they can help on both
fronts, but that is too rare
How do you get your customer-operators
to behave?
34. Uncommon Service
Managing the Chaos of
Customers
Variability of customers can take the following
different forms
Arrival
Request
Capability
Effort
Preference
Will come at any time
Ask for anything they want
Difference in knowledge
Effort levels will vary
Different definitions of quality
35. Uncommon Service
Successful Customer
Management System
Customer Selection
Customer Training
Service only to selected
customers
Customers need training to
Perform their roles
Customer Job Design
Give your customers less
work
Managing customer performance
Customers shouldn’t be
Left entirely on their own
The Values Lever
Give a great value to your
Customers