Course Details
Flip the Funnel as there is an age-old saying in business that the ‘customer is always right’. However many organisations have chosen not to do business according to this maxim as they feel that they will not be able to adequately respond to all their customers’ demands – however onerous they are – so they make the decision that they won’t even try.
In the author-led course, Flip the Funnel, author Joseph Jaffe makes the point that customer service is an integral part of a company’s marketing. As such, customer service cannot be ignored and, if it is, it is ignored at the organisation’s own peril.
“Customer service is just one components of a much broader customer experience imperative,” writes Jaffe in Flip the Funnel. “Yet, it is arguably the most tangible, impactful, and actionable item in your portfolio of services that you can activate in a truly transformative manner.”
Jaffe, in the author-led course Flip the Funnel, proposes the notion that marketing is not a monologue. It is not even a dialogue. Marketing consists of conversations that happen between the company and its customers however marketing is also about conversations that customers have with third parties (in other words, word-of-mouth marketing).
“it’s time to go back to school and open up your Principles of Marketing textbooks,” says Jaffe in Flip the Funnel, “… Now, I’d like you to tear up those textbooks, forget those theories and start anew with a blank sheet of paper.”
It’s a well-acknowledged fact that acquiring a new customer costs more than retaining a new one as it is necessary to spend more money on acquisition as opposed to retention. In this author-led course, Jaffe proposes that through the process of making customer service paramount the process of retention becomes the new acquisition.
He also looks at the notion of relationship management and CRM (customer relationship management, as it is usually thought of, or customer relationship marketing). Jaffee conceptualises this as not a process of a company just speaking to the customer but rather a process where the company and customer enter into a dialogue.
“… [customer service is] not a reactive means of helping customers with problems but rather a key – perhaps THE key – strategic differentiator that could quite possibly transform your business,” writes Jaffe in the prologue to Flip the Funnel.
Contact Us at WeSpeak Global and follow us on Twitter
Learning Points
Says Ben Popken, who is the co-managing editor of Consumerist.com, in the foreward to Flip the Funnel:
“With [the course] he [Joseph Jaffe] reveals how some of the most exciting and inspiring organizations are shifting the marketing model so that they start with the sale rather than ending with it.”
If you’re a business owner, marketing manger or entrepreneur – and you’re struggling with finding new ways to grow and expand your business – then the Flip the Funnel author-led course is for you because it will teach you a fresh approach to marketing your company and having meaningful interactions with your customers.
View Course Categories
Videos
Instructor Speaking Profiles
What if your company was actually customer-focused, and YOU were the one to help the company get there for the customer of the future? What if you stopped simply talking about becoming a customer-centric organization…and started actually being a customer-centric organization? What if you could ensure your business, no matter the size, would be here in […]
This course will explain how to use a technique called Art of evangelism to change the hearts, minds, and actions of your customers, colleagues, and employees. Evangelism is an innovative approach to sales, marketing, and management. It means mobilizing your customers and staff into becoming as passionate about a cause as you are. Do you […]
If you’re fed up with negative thinking and ready to relentlessly pursue your goals, the Overcome Army coaching program is for you. So many people, everyday Americans, can’t afford thousands of dollars for a personal coach. So they are left alone in the darkness, looking for a way to drive forward and shine light on […]
This self-paced training program walks you through the foundations of Stress Mastery Foundations , including the 4 core habits and the Brain Recharge Process. You will also receive access to the full Stress 360 Assessment and a debrief video to help you learn about your unique relationship with stress, as you begin to transform it […]
Unknot your career kinks with this powerful and bite-sized career bootcamp called Unstuck Yourself I get it… You’re a high achiever. Yet you can’t help feeling stuck in your job…in your career (maybe even your life.) That sucks. And I want to be completely clear – you’re totally normal and you’re totally curable. Unstuck Yourself | Free Video […]
Maybe you have struggled to create authentic connections with colleagues and friends in the virtual workplace need to Decoding Digital Communication. With the increased amount of digital communications, perhaps you have also experienced an increase in miscommunications, uncertainty and angst. What are the hidden signals we are receiving and sending? More importantly, what does it […]
This 6-week Truth Telling Online Course is designed to help people do their inner work. The most important work we can do. To learn to honor ourselves and our truth. We all have a truth to tell, some of them more serious or private than others but when we block ourselves from owning our truth, […]
Create and share videos that set you apart from your competition with my On-camera Video Training. Imagine… hitting record and naturally exuding confidence and personality. your words flowing easily, allowing you to authentically share your voice and originality. uploading your videos without being afraid to play them back or share them with the world. instead […]
The profiles and artwork embedded on these pages are from various speakers and talent.
WeSpeak Global provides costs that are accurate at time of publishing.
These remain the property of its owner and not affiliated with or endorsed by WeSpeak Global.
Course Fees listed on this website are intended to serve as a guideline only.
Our Mission
© All rights reserved 2025. Created using VOXEL THEME
