CLIENT CENTRICITY

 

Client centricity is essential in the modern economy and companies will find themselves out-competed by rivals who put the clients needs at the centre of everything they do. Placing clients at the centre of planning, decision making and delivery, provides a company with a competitive advantage.

 

What does a client-centric organization look like? Retention is the greatest recruitment strategy. Understanding clients means understanding their journey. Client experiences occur not at a single moment but at multiple interactions over time. It is much cheaper to retain a client through developing powerful relationships, than recruit a new one. Being client centric means knowing the client lifetime value and segmenting them into groups where you focus your attention on clients with high value. Co-creating your products, services and solutions, with your high value clients, enables you to streamline processes and systems that make it easier to serve their needs and expectations.

 

Client trust and loyalty occurs as a result of knowing what levers and drivers are required to develop long-term value. It requires aligning people and culture who put the clients needs first.

MULTI-DAY PROGRAMS

 

 

Our multi-day programs are designed to deliver impactful development training that builds on skills over multiple days. Over the program days participants are exposed to new content and have multiple opportunities to practice these skills with world-class coaching and feedback available to them immediately. Multi-day programs are available from 2 days through to year long programs.

Clients are hard to find. Do you know how long your clients or prospects’ lifetime value is? Who are the loyal clients who will stay with you indefinitely, unless you give them a powerful reason to leave? Being able to identify, focus on and retain high value clients is at the heart of client centricity. Focus on the right clients and understanding them inside and out, provides a strategic advantage leading to reduced expenses and greater profit long-term. Understand your clients. Truly understanding what the client wants, needs and expects rather than what we think they want or feel is an amazing product or solution, is crucial. Being in a position where your competition will be unable to match the unique human experience you offer your clients, is the key to keeping your clients.

 

Key Outcomes:

 

  • Learn how to shift from being client focused to client centric by truly getting to know your clients.
  • Understand why you need to understand the differences between average, good and great clients and focus on the great clients only.
  • Discover the benefits and habits of a successful client centric approach.

Duration – 3 days (4hrs per day)
Specialisation – Client Centricity, Presentation, Human Skills
Suitable for – Managers, Emerging Leaders, Senior Leaders, C-Suite

 

Many people fall into the mode of quick wins by using product and solution selling, which leads to short and medium term client relationships. To secure the high value long-term client accounts it requires a relationship selling for the new economy approach. Relationship selling is an advanced sales approach that involves establishing connections with high potential future clients, continually adding value, implementing a deep discovery process and creating clarity. To be able to develop deeply embedded trust with C-suite and key decision makers you need the golden triangle of insight, clarity and certainty.

 

Key Outcomes:

 

  • Discover the mindset shift from product and solution selling to relationship selling, so you can secure high value long term deals.
  • Learn advanced communication skills in relationship selling, high level negotiating, deep questioning and closing sales for landing big deals.
  • Understand how to perform under high pressure, handle difficult conversations and resolve conflicts when acquiring and managing large client accounts.

Duration – 3 days (4hrs per day)
Specialisation – Client Centricity, Presentation, Human Skills
Suitable for – Managers, Emerging Leaders, Senior Leaders, C-Suite

 

Without clients, a company doesn’t exist. The experience a client has with your company will determine whether they will engage in repeat business and refer you to other companies. Account management is a crucial element of many managers, directors and executives roles. Your employees will learn effective communication strategies to ensure the client journey from acquisition, to nurturing, and retention is engaging and appropriate. Being able to develop key relationships and understand important lenient touchpoints are an invaluable component of great client experience.

 

Key Outcomes:

 

  • Understand the important communication elements of account management.
  • Learn how to nurture relationships and develop an effective client centric journey.
  • Discover how to maximise client experiences during multiple interactions and develop your ability to acquire, nurture and retain clients, long term.

Duration – 2 days (4hrs per day)
Specialisation – Client Centricity, Presentation, Human Skills
Suitable for – Managers, Emerging Leaders, Senior Leaders, C-Suite

 

Clients and prospects evaluate your company against your competitors. To ensure that your team, department or company stands out from other companies, the client needs to be at the core of company strategy and at the centre of every decision. Having a systematic approach is necessary to determine how you segment your high value clients and prospects through focusing on client lifetime value and to continually improve the client experience. As a leader it is important that there is a client centric culture that aligns strategies, technologies and processes to the client’s needs. A client solution mindset delivers superior experiences, greater efficiencies, enhanced innovation and increased long term profitability.

 

Key Outcomes:

 

  • Learn how client centric leadership allows you to stand out from other companies.
  • Discover the levers and drivers to build a high value, client centric, focused culture.
  • Understand the reasons why companies fail to successfully implement a client centric approach and how to avoid them.

Duration – 2 days (4hrs per day)
Specialisation – Leading Organisations, Client Centricity
Suitable for – Senior Leadership, C-Suite, Board Level

 

ONE DAY INTENSIVES

 

 

One-day (ODI) programs on a specific element of client centricity that meets the professional development needs of your organisation. Our ODI programs combine best practice content with industry specific knowledge, individual presentations with feedback and engaging activities for effective learning. For ODI briefs and key outcomes, please refer to the Speakers Institute Corporate website

We can now connect, network and build relationships globally, instantly. But are they “real” relationships? People want to work with colleagues they know, like and trust. How do we do that online? We can humanise the digital tools at our disposal, in fact it is the next evolution. How can trust be built, mutual interests recognised, and human bonds formed without ever meeting an individual face-to-face? It’s time to learn how to maximise screen time to connect on a human level through a camera and text.

 

Key Outcomes:

 

  • Discover what human connections and relationships we build online.
  • Learn how to have engaging conversations that foster relationships, build engagement and stay connected online.
  • Understand why having videos turned on, looking down the camera and having quality lighting on your employees face have a powerful effect on nurturing relationships virtually.

Duration – 3hrs
Specialisation – Leading People, Team Dynamics, Client Centricity
Suitable for – All Employees

 

Every day we have conversations with colleagues, clients and prospects, but how often are they effective in reaching the outcome they desire? Employees will learn how to gain clarity on their intention of a conversation, understand what to say and how to say it, and the importance of being present. We teach your employees powerful questioning and listening skills to engage and connect at a deeper level. They will discover how to handle conflict and objections during conversations to ensure a positive outcome

 

Key Outcomes:

 

  • Discover how to set their conversation intention, increase engagement and finish their conversation with an effective outcome.
  • Develop their ability to be an active listener and hold multiple viewpoints.
  • Learn what to do and what not to do during online and face-to-face conversations.

Duration – 3hrs
Specialisation – Human Skills, Client Centricity
Suitable for – All Employees

 

As leaders working on projects you are regularly negotiating time, finances, people, changing expectations and other priorities. Negotiating can be very challenging at times, especially when there are big differences in opinion, there has been a major crisis moment and you are under time pressure.


Effective negotiating requires the ability to influence your leaders, clients, team members and also yourself, internally. The negotiation dynamic involves understanding the relationships, leverage and position you have before you reach the negotiation table.


Learning powerful questioning, listening skills and observing human behaviours is crucial to influence strategy, build coalitions, address key issues and achieve desired outcomes,


The art of effective negotiation requires preparation, people skills and the power of silence. Knowing how to build trust, ask the right questions, focus on value and make it feel like their decision, are important steps to a successful negotiation. The Art of Negotiation requires discipline, patience and grit.


In this 4hr online program you will improve your ability to:

 

Key Outcomes:

 

  • Learn the skill of influence in negotiating situations.
  • Discover why active listening, being calm and avoiding emotional attachment are their most valuable assets when negotiating.
  • Understand why it’s important to first ask the questions to determine the what, before they speak the how.

Duration – 4hrs
Specialisation – Leading People, Client Centricity
Suitable for – All Employees

 

As your employees progress into senior manager, director and executive roles they are faced with closing larger deals. We will teach your employees how to close the big deals that matter. Effective planning, understanding the problem you are solving and focusing on your value proposition are fundamental to closing a deal. Being aware of who the decision makers are and how decisions are made in a company is crucial for successfully closing a deal. Having the conviction and certainty that their solution is the ideal option for the client ensures they are in the best position to close a deal.

 

Key Outcomes:

 

  • How to prepare both their content and their mindset for the final deal call to maximise the chances of a successful close.
  • Strategies to ensure they focus on their value proposition, and the single one or two most important issues that they will solve for the client.
  • The 5 most powerful non-verbal modalities to guarantee the client’s confidence in your employees and company as a potential business partner, particularly when objections and roadblocks are raised.

Duration – 3hrs
Specialisation – Presentation, Client Centricity
Suitable for – All Employees

 

Conflict occurs on a daily basis as people have different thoughts, perspectives and backgrounds when there are teams, contracts, partnerships and relationships involved. We have all been in situations where we have got the timing right or wrong when it comes to confronting conflict. It is very important to approach conflict resolution by focusing on behaviour and events, rather than personalities. Being able to assess the risk and reward of conflict resolution, acknowledge and respect differences, and create appropriate psychological safety helps to ensure conflict can be managed successfully.

 

Key Outcomes:

 

  • Learn how to identify common areas of agreement and disagreement, identify the root cause and develop a conflict plan.
  • Discover ways to deal with unresolved conflict.
  • Understand powerful communication strategies to manage successful conflict resolution.

Duration – 3hrs
Specialisation – Leading People, Client Centricity
Suitable for – All Employees

 

We can also add value to your internal Wellbeing programs and events by delivering an One-Day Intensive (see above) topic or some other aspect of Wellbeing slotted into your internal programs, summit or conference. We can incorporate an established or customized session or workshop, of any length, that aligns with the aim and outcome of your program.

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