Courses

Current Customer Perceptions

• What customers currently think of the business?
• How to find out what customers currently think?
• Building brand awareness

The Vision

• How do you want customers to describe your brand/business?
• What does exceptional customer relations look like in your industry/business?
• What are your competitors doing?
• Identifying the gap between current reality and the vision

What Makes Customers Loyal

• Customer phycology
• What drives loyalty and motivation?
• How do people choose who to buy from?

Building the Strategy

• Developing objectives to achieve the vision
• Identifying quick wins and longer-term goals and objectives
• Planning how to achieve the objectives (the steps and actions)
• Documenting the plan in a way that is easily communicated
• Planning how to communicate to gain maximum engagement and make people feel excited about the plan

Pre-empting Resistance and Challenges

• Identifying what the challenges to the strategy might be
• Answering the challenges
• Developing support mechanisms for those who worry about the courses of action

Setting and Measuring Organisational Goals

• Breaking the strategy down into departmental and team goals and objectives
• Ensuring everyone understands the bigger picture
• Keeping things on track and how to deal with the things that go wrong
• Measuring the progress and communicating the results