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.
Instructor Speaking Profiles
Joseph Jaffe – Business Strategy is a multiple author, serial entrepreneur and one of the most sought-after consultants, speakers and thought leaders on marketing, innovation, disruption and change. Joseph is Admiral at the HMS Beagle, a strategic consultancy that helps its clients navigate the journey to survival…and ultimately thrival. HMSB specializes in developing training, facilitated workshops, […]
As globalization and technology rapidly creates new market segments against a backdrop of increased conversations on social issues, how you’re selling, when you’re selling, and who you’re selling to have all shifted dramatically. No matter what industry you’re in, if you want to find success, you need to adjust your sales strategy accordingly. In this […]
Organizational Culture is evidenced in its values, policies, attitudes, structures, and beliefs. It is a tangible asset that impacts morale and company performance, and it can be built, nurtured, and changed. In this course, leadership speaker and consultant Sara Canaday defines organizational and culture and explores the different types of cultures prevalent today. Organizational Culture […]
Viaja en First Class Course conmigo! Todos vamos a llegar al mismo destino, pero con este plan te aseguras de llegar con más confianza, más profundidad, de la mano de Michelle y con una tribu super-poderosa a tu lado ¿Qué es “mentoria grupal”? First Class Course | Spanish Es un espacio donde voy a estar […]
Extraordinary Teams: Require Extraordinary Leadership Coaching The disruptive pressures of the marketplace are astounding. A constantly shifting landscape requires radically adaptable leadership. Ferrazzi Learning Academy introduces a new framework for leaders to achieve unparalleled growth in their organizations while mitigating the unforeseen risks that inevitably occur in disruptive markets. Leadership Coaching For over 20 years, […]
Employees are much more likely to stick around if they’re having Coaching in Action, their talents are being developed, and they feel supported by their leaders. But how do you enhance your impact and coach for both performance and development? In this course, instructor Sara Canaday demonstrates the practical application of key coaching skills through […]
Create an amazing On-Demand Customer Service experience, a collaborative corporate culture, and increase repeat business and revenue. What Is Happening on the Inside of Your Organization Is Felt on the Outside by Your Customers. The importance of a corporate culture that fulfills and excites its employees cannot be underestimated. Some of the best organizations know […]
Proven tools to OVERCOME failure and dominate life in only 72 Hours with the Peak Performance Course I meet so many successful people who just feel BROKEN and off balance. They have the house and take the vacations but they just feel like a hamster on a wheel. Always behind, stressed, further off balance and […]
Taking control of the stories you tell others starts with taking control of the stories you tell yourself. Each day, your mind is filtering stories about your abilities and your worth. It’s up to you to make sure they are good ones. Diving deeper into the lessons of Kindra’s book, “Choose Your Story, Change Your […]
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 2024. Created using VOXEL THEME
1902 Wright Place, Carlsbad, CA, 92008
