Training

Boosting Proactive Service By Anticipating Needs

In today’s world, reacting to customer service needs can be too late. Personalised digital marketing techniques combined with service expectations for low effort engagement have cultivated a demand that organisations are able to anticipate certain customer needs.

These are reasonable expectations which become all the more visible once customer journeys are sufficiently mapped to show where commonly repeated inbound queries occur. A proactive strategy then removes any need for the customer to initiate contact.

The increasing percentage of IoT products now on offer in both B2C and B2B markets offers another type of proactive opportunity. Analysis of customer usage data can reveal any significant gaps between the marketing promise and the experienced value of those benefits.

Disappointment with a product’s performance often causes customer attrition. Whereas well timed educational interventions that help them use their product more effectively builds loyalty and even advocacy.

Being proactive tells customers you cared enough to think about their needs before they needed to.

Additional information

WHY ATTEND

  • Reducing customer effort and cost to service
  • Removing cycles of inbound contact that occur at known points in the customer lifecycle
  • Smoothing out spikes in demand for live assistance
  • Improving positive sentiment towards the brand – ‘they care about me – they make my life easier – it is easy to do business with this brand’

LEARNING EXPERIENCES

  • Latest use cases that show what is now possible
  • Regular table debates to digest and develop new ideas
  • A3 template style worksheets to capture strategy and roadmap planning
  • All masterclass slides available in original format for reference and internal educational use
  • Optional mentoring after the masterclass to help transfer new thinking to team members, critique detailed strategies as they emerge and co-design associated transformation plans to help embed new competencies

COURSE DETAILS

  • Understanding customer effort and where it sits within journeys
  • Using outside-in thinking to spot proactive service opportunities
  • Drawing up your own list of opportunities
  • Using service design thinking to proactively anticipate those needs
  • How to incentivise employees and customers to join in
  • Developing your own agenda for proactive communication and action

LEARNING EXPERIENCES

  • Latest use cases that show what is now possible
  • Regular table debates to digest and develop new ideas
  • A3 template style worksheets to capture strategy and roadmap planning
  • All masterclass slides available in original format for reference and internal educational use
  • Optional mentoring after the masterclass to help transfer new thinking to team members, critique detailed strategies as they emerge and co-design associated transformation plans to help embed new competencies

WHO ATTENDS

Directors, Heads of Customer Service, Customer Experience or Operations and Senior Managers who are looking for ways to reduce customer effort and develop clear use cases that demonstrate they are able to priorities customers’ interest by anticipating their needs.

ABOUT THE TRAINER

Martin Hill-Wilson, an independent consultant with a long-standing track record in customer engagement strategy and implementation. Martin was involved in the very first wave of contact centre implementation during the 1980’s with the Merchants Group, one of the first BPOs. He ended up as CEO. He is a well known international keynote speaker, trainer, consultant, strategist and facilitator, and chair for contact centre and customer engagement conferences. He is also a global authority on social customer service and co-author of ‘Delivering Effective Social Customer Service’. Martin enjoys stimulating people to see their worlds anew, then help them develop a better mousetrap. Over a career that has included CEO, trainer, consultant, strategist and facilitator, Martin has maintained his interest in the customer agenda.

Previous course feedback

“Increased my knowledge and awareness in this subject hugely. Actual cases where IA has been successfully implemented were really useful, particularly around ROI.” IREEN LOCK, HEAD OF SITE/OPERATIONS MANAGER, THE AA
“Always great workshops with Martin. Thought provoking theory that actually translates to practical models for improvement.” LEON SHOUKSMITH, MARKETING ACCOUNT MANAGER AT GM FINANCIAL
“Thanks for yesterday. The team enjoyed the training and learnt a lot.” BIAN SALINS, HEAD OF SOCIAL - DIGITAL AT TSB

Course features

DURATION:

1 day (8 hours)

COURSE DATES AND VENUES:

- Course Date: TBC
Blue Fin Venue, Central London

COST:

£595 + vat

LED BY:

Martin Hill-Wilson

AVAILABLE PLACES:

20

DELIVERY:

Classroom

CONTACT US:

Daniel Keen - Training Sales
Direct: 01932 302 112
Email: dan.keen@ebm.media
Group discounts are available

Enquire about this course