The Banking and Corporate Finance Training Specialist

Customer Experience

Programme

Ensure you stay ahead by joining this unique insightful event with the unique

“customer experience store tour”

This course is presented in London on:

14-16 January 2018

This course can also be presented in-house for your company or via live on-line webinar

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+44 (0)20 7387 4484

Course Overview

Business is changing rapidly due to issues such as the drive to digital; increased regulation; margin compression; increased competition and especially the changing

demands of customers. This 3 day programme will address these challenges and share data on trends on customer experience delivery for best practice learning.

In many sectors companies are often seen by customers as being broadly the same –

offering similar products with similar prices with similar processes in similar locations – the products have become commodity offerings with little or no perceived value

differentiation in the eyes of customers – things need to change – this programme will equip attendees with “the how”

Many businesses fail to please their customers, grow their revenue, reduce cost and

drive shareholder value – this programme will share with attendees what the best are doing and show how they can be followed

All businesses need to take learning from other sectors that their customers interact with on a regular basis – this programme will share best practice in other industries and help attendees to transfer that knowledge and approach into their own day to day

work with their customers, whatever their size of relationship These significant changes are placing major pressures on companies to, on the one

hand grow revenue but at the same time reduce costs to deliver profitable growth. The programme will help explain the required focus.

The programme will draw upon experience from around the globe, tailored towards

the local market. The course director has worked across the Middle East including Lebanon, Jordan, Egypt, Kuwait, Bahrain, Qatar, Oman, UAE, Iran as well as places

such as Ghana, Nigeria, Kenya, Turkey, Russia, India, Pakistan, Korea, China, Indonesia, Vietnam in addition to many other global marketplaces

The programme is about practical learning and examples, not theory, it is about

helping attendees take away real actionable ideas, innovations and plans that will improve their own personal performance, increase shareholder value and increase

customer advocacy and loyalty

DAY 1

SESSION I THE CHALLENGES/ MARKET INSIGHTS Course content review/ sharing of how attendees can maximise personal benefits from

the event Review of individuals current local challenges in light of the course content

Latest trends in customer experience globally with focus on local market issues/ challenges

Learning from people, premises, product and promotion perspectives to gain insight of

what the market leaders are achieving in terms of greater customer centricity

Session II PRIORITIES Discussion of current priorities for attendees to deliver enhanced customer experience

as well as the best in international markets What do changes/ impacts mean for customers, costs, profits, revenues, marketing,

staff and shareholders Developing a method of delivering excellence in customer experience delivery Discussion on what the market leaders are doing to achieve that customer centric

status

Course Content

Course Objectives

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Learning from the best – how do they deal with the growing multiplicity of channels and product offerings – what can be learnt from them

Multichannel – managing for both customer benefit and increased performance

Session III

BARRIERS TO INCREASED BUSINESS What are barriers to business? Why do barriers exist in the first place

A review amongst attendees of the barriers in existing business models impacting on customers and increased performance

Analysis of business barriers and how they might be removed for the benefit of improved customer focus and increased advocacy

Review of how to ensure structures can be put in place to ensure obstacles don’t

Learning from customers about their view of existing services/ products and people

DAY 2

Session IV DISTRIBUTION – Traditional and Digital Options for the future

Distribution – how can you improve profitable through improved customer centricity? What is the role of customer segmentation in delivering profitability

Matching customer to channels – getting the balance right How can the choreography of the team influence the bottom line performance What is the distribution future – mobile, internet, physical or direct sales? Just how do

you choose? What does the drive to digital mean for your businesses?

Session V REVENUE GROWTH

Understanding “the revenue wall” and how the customer drives the results Where is the revenue opportunity – are you taping into it?

How to differentiate from the competitors What do the best do to maximise income?

When should you place your focus and money for maximum return Managing change and innovation Customer innovation and development

Session VI CUSTOMER EXPERIENCE

What is the value of investing in service? How should you measure it for profit? Why do businesses fail so often to deliver the experience customer require?

Who are the leaders and why? What can you do to become a leader?

What are the elements required for success? Reward systems for customer experience excellence delivery Examples of leaders who deliver excellence

Delivering increased loyalty at lower costs and higher value – how it can be achieved

Session VII PEOPLE – HOW TO MAXIMISE CONTRIBUTIONS Power of people in the delivery of results – some real life examples of what works

Power of the front line – how can you maximise results

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Building powerful relationships that mean customers want to buy your products

Recruitment, training and development – what methods work for the best What can be learnt from different sectors Leadership – how it can make a real difference

Session VIII

LOCAL MARKETING AND COMMUNICATIONS Using customer insights to be one step ahead of the competition Why marketing needs to change to be successful in the future

Understanding how customers buy from you How can you influence customer behaviour to enhance sales

Identifying and removing barriers to purchase Product benefits not features – where can you learn from the best

Delivering loyalty How to develop high levels of retention and advocacy Innovations in communications

Impact of twitter, Facebook, mobiles and social media on customer views/ perceptions

DAY 3 SESSION IX

Customer Experience Store Tour

This day will include visits to a range of leading retailers in order to benchmark service delivery in different industries.

The day starts with a full briefing and then involves an accompanied tour followed by a

closing session involving sharing of key lessons learnt during the day SUMMARY

Pulling the learning together for success when returning to the work place Developing and implementing action plans

Individual priorities and actions

The trainer is an internationally recognised customer experience expert, thought leader and trainer. His extensive experience as the former Managing Director at the bank Abbey National (now part of Banco Santander) long-side his work with businesses over the last

decade enable attendees to gain significant insights from his work around the world.

Customer centricity is core to his business focus – seeing the world through the eyes of customers. Business uplifts of +30% have been regularly achieved in his work with banks

During his extensive banking career his roles included Sales Director (800 branches/ 13000 staff), Marketing Director, Operations Director, European Director and Managing Director (retail).

He received international recognition for customer centricity innovation in bringing a form

of franchising to UK financial services as well as changing the face of high street banking by putting coffee and banking together (Costa Coffee)

Background of the Trainer

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Since “retiring” from Abbey at the end of 2003 John has worked throughout the world assisting businesses improve their performance through increased customer centricity (experience has

included many countries in Africa/ SE Asia/ Australia/ Europe/ Middle East, India, Pakistan, Russia, Korea)

His involvement with training companies globally has enhanced his international reputation He has published work on bank performance and is also a recognised speaker at banking

conferences

In addition to work in the financial services arena his expertise also incorporates non FS sectors where he has helped companies dramatically improve performance through creating a “buying culture” ensuring companies look at all aspects of their business from the customer’s perspective

A knowledgeable and very experienced individual, the trainer will help challenge existing

approaches and methodologies to improve corporate performance. His knowledge of the market changes and the new world challenges facing banks enable him to give added value to senior management teams wishing to differentiate their performance in a crowded marketplace

Companies need to differentiate their offerings in order to grow revenue, increase loyalty, reduce

costs, meet the challenge of increased regulation and competition alongside the impact of the drive to digital – increased demand for service quality from customers is also creating major

pressures across all industries. These pressures impact people, processes, products and distribution channel alternatives.

Understanding what customer want and responding pro-actively presents all companies with a growth opportunity providing they have created the appropriate culture to deliver performance

excellence through understanding the experience required by customers. This programme will offer attendees a unique opportunity to experience the “customer

experience store tour” in order to benchmark performance delivery against other organisations.

Who Should Attend?

Head of Retail Banking Regional Managers Branch Managers

General Managers Head of Marketing

Marketing Managers Alternative Distribution Managers Strategic Planning Personnel

Operations Directors HR and Training Managers

Key Benefits in Attending Enhance your performance growth and revenue opportunities through improved marketing

and customer interaction.

Understand the channel challenges today and learn of how leading players are

growing revenue whilst managing costs lower Learn about the best methods of driving higher customer advocacy

Course Summary

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Understand about how driving loyalty is essential to higher retention and cross sales.

Learn how to develop measurement systems to create a competitive advantage

locally. Learn how to create an environment where costs fall, sales increase and customers want

to buy your products

Understand how the influence of choreography can influence sales performance and customer behaviour

Learn how the best businesses produce more revenue from new clients over the first 3 years through focused on-boarding programmes

Learn about how new digital distribution channels might aid local revenue growth

Learn how to drive increased productivity from the sales team

Appreciate how to be a performance leader in your local market Understand the best alternatives in rewards/ recognition and incentives to drive up

performance and reduce channel competition

What are the management tools to maximise sales and enhance customer advocacy Creating the right culture – absolutely essential for success but how?

What can be learnt from other sectors? Learn what skills are required in tomorrow’s new generation manager - how do you

recruit and train your teams in this new world? Understand the barriers businesses build that stop customers buying – how do you do

something about it?

Learn how to develop a buying culture as opposed to a sales culture for increased performance

Experience the unique “customer experience store tour”

Methodology

To ensure that the course is practical in nature, the programme will use the following teaching techniques:

Short formal presentations to explain the principal issues in the various topics covered

during the programme

Review of topical articles and exercises to illustrate the practical applications of the products and associated sales issues

Group discussions

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+44 (0)20 7387 4484

Tailored Learning

All of our training courses can be tailored to suit your company’s exact training needs.

We will work closely with you to help develop a training programme with content that is unique for your organisation.

Please email us on enquiries@redcliffetraining.co.uk for more information

E-Learning This course can also be presented as a bespoke e-learning programme created by you to fit your exact

requirements.

09:30-17:00

London

Standard Price: £1,950 + VAT Membership Price: £1,560 + VAT