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Supercharge your Business
Introduction
1.0 Context, rationale and overview (15:45)
Change
2.1 Understand how ‘change’ is a driver that impacts your business model (18:48)
2.2 How to refresh your strategy in a dynamically changing world (10:43)
The 3-levers for Driving Sales
3.0 The 3 levers that give you total clarity and certainty in building your company-wide sales plan (21:13)
Customer Experience
4.1 Financial modelling to dispel any myths about the need for prioritizing customer experience (29:25)
4.2 A framework for defining customer experience and your own brand DNA (16:39)
Product Mix
5.1 A ‘product’ checklist for B2C businesses, to define this element of great customer experience (29:34)
5.2 A ‘product’ checklist for B2B and professional services businesses, to define this element of great customer experience (30:16)
Place – Route to Market
6.1 A ‘place’ checklist for B2C businesses, to define this element of great customer experience (42:19)
6.2 A ‘place’ checklist for B2B and professional services businesses, to define this element of great customer experience (39:30)
People
7.1 A ‘people’ checklist using the 3Cs, to define this element of great customer experience (23:06)
7.2 A checklist for how your people can take customer experience to the next level with amazing hospitality (21:21)
Drive Footfall
8.0 Tools and tips for driving footfall, prospects and leads – using all marketing channels (52:01)
Conversion Strategies
9.0 Lessons from the global brands on how they convert more browsers to shoppers, more leads to buyers (30:59)
Increase ATV (average spend or order)
10.0 Skills and tricks to encourage your customers to spend more every time (49:59)
Measurement
11.0 Best practices in measuring financial performance, customer feedback and employee engagement (51:53)
BONUS MODULE: Supercharge your Management of Complaints
BONUS: The most effective approach for overcoming service issues (52:44)
6.1 A ‘place’ checklist for B2C businesses, to define this element of great customer experience
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