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, […]
”Own Your Industry” is an internationally accredited CPD course. The Own Your Industry author-led course is a step-by-step guide which shows you what you can do in order to position yourself as the “go-to-name” in the industry that you play in. When you are recognised as the expert, people will flock to you. This author-led […]
Overcoming a decade in Zimbabwe’s Prisons through this gripping keynote, I will take you on a journey through my life as a self-made businessman in the safari industry in Bulawayo, Zimbabwe. I’ll share details of an incident that led to my wrongful imprisonment, the emotional impact of my conviction without a body, against police evidence, […]
All The Sales Tools You Need To Enable You To be Home Working. Discover the H-O-M-E Success Formula and how to work from home effectively so you can keep selling, connecting, prospecting and Hitting Targets. Home Working The course has 123 videos, 8 EBooks, LinkedIn Templates and Scripts and Headline Creating Software. You can’t sell a Porsche […]
Having been there, done that, Ian Russell, wrote the bestselling, down to earth, business book: The Other End of the Telescope. retired from mainstream corporate life in 2018. In the book, Ian shines an irreverent but hard-hitting spotlight on the absurdities of getting things done in large business, examines the loneliness and tough realities of […]
The Role of Emotional Intelligence in Creating Inclusive Environments is a vital aspect of effective leadership in the modern era. Leaders must go beyond technical expertise and embrace emotional intelligence to create inclusive environments. Emotional intelligence allows leaders to cultivate empathy, compassion, vulnerability, gratitude, self-awareness, and self-care. By fostering these qualities, leaders can provide appreciation, […]
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 […]
How to introduce yourself at Network Events and in Social Situations with The Handshake Pitch You go to a meet up. Someone asks you the question, ‘What do you do?’ So… what do you say? I go to network events all the time, and see that most people are not ready for this situation. In fact, […]
Time For A Brand Refresh and Branding Strategies? Are you frustrated because you feel invisible no matter how much work you do to grow your business? Are you willing to do the work, but not sure which tactics will provide the best results? Beyond taking risks, Jasmine Star understands the challenge of thinking like a […]
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
