Customer Service: How to sell more without advertising

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Miles Furnell

59:54

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1 - Introduction

1 - Course Overview.mp4

03:17

2 - The Strategy

2 - Why do so many businesses get it wrong.mp4

04:35

3 - A changing philosophy.mp4

02:59

3 - The Science Bit

4 - The psychology of customer needs.mp4

03:52

5 - Understanding value.mp4

01:58

4 - What do your customers value

6 - Creating the chance to shine.mp4

04:25

7 - Face to face with customers.mp4

03:09

5 - Striving for continuous improvement

8 - The SIMPLE Cycle.mp4

00:40

9 - Survey.mp4

03:31

10 - Investigate and Mend.mp4

03:22

11 - Plan.mp4

04:04

12 - Launch.mp4

01:10

13 - Engage.mp4

04:44

6 - Its all about your people

14 - Attracting selecting developing and retaining the best people.mp4

07:24

7 - Creating the WOW factor

15 - The 10 essentials.mp4

10:44

Description

Learn how to create a customer experience that earns you customer loyalty and creates word of mouth advertising.

What You'll Learn?

Master the strategies, the psychology, the systems, processes and people that go into creating a great customer experience, one that creates loyalty and generates word of mouth sales.
Put in place a cycle of continuous improvement that enables you to grow the business organically, reduce marketing costs and increase profits.
Discover the 10 essential ingredients for creating the wow factor.

Who is this for?

This course is designed for owners and managers of small to medium sized enterprises with an existing customer base. Many of the examples used are based on a business to consumer model but are equally valid for business to business.

This course is not designed for sole traders or freelancers, although some of the principles covered are applicable to this group.

What You Need to Know?

No additional materials or software are necessary.

You will need to a good understanding of the English language, ideally to business level.

You'll need the right setting to be able to concentrate and you may find it helpful to take notes, although all of the texts are downloadable.

More details

Description
Most businesses concentrate all their marking effort on attracting new customers, but smart businesses focus on providing a customer experience so fantastic that they're able not only to retain their existing customers but they also attract new ones through word of mouth.
In this course you'll learn how to develop a customer-centric strategy and put in place the people, processes and systems to create the wow factor and transform your customer experience, following in the footsteps of the world's favourite brands.
With over an hour's worth of carefully structured videos using real world examples, plus interactive quizzes I'll give you the tools to understand what makes customers tick, to shape your business around the customer experience and create a cycle of activity which leads to constant improvement, gets your employees on board and has your customers doing your advertising for free.
This course offers owners and managers of small to medium sized enterprises the opportunity to grow their profits organically, without spending a fortune on marketing.
Who this course is for:
This course is designed for owners and managers of small to medium sized enterprises with an existing customer base. Many of the examples used are based on a business to consumer model but are equally valid for business to business.
This course is not designed for sole traders or freelancers, although some of the principles covered are applicable to this group.

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Customer Service

Advertising Strategy

Miles Furnell

Instructor's Courses

Miles Furnell has won more than 70 international awards and is widely recognised as one of the world's leading business communications scriptwriters. He has been writing and producing training and communications films for over 20 years for some of the world's largest companies including Allianz, Barclays, Boots, BP, B&Q, BT, Cadbury Schweppes, Deloitte, ExxonMobil, Ernst & Young, Goldman Sachs, Google, HSBC, The Home Office, Hydro, JCB, Johnson & Johnson, KPMG, Lexus, Lloyds Banking Group, London Underground, Marks & Spencer, McDonalds, McKinsey & Co, Mercedes Benz, The Ministry of Defence, National Grid, Novartis, Pfizer, RBS, Royal Mail, Saudi Aramco, Shell, Siemens, Tesco and Vodafone. The nature of his work has afforded him the privilege of going behind the scenes of these major organisations and help them to bring their strategies to life. This has given him a great deal of insight into an enormous variety of business topics including selling skills, customer service, people management, diversity, sustainability, compliance, data management, health and safety and many more. Many of the successful principles used by these major organisations are broad enough to be applied to any business, large or small, which enables Miles to share them with you, so that they can help you and your business.

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