“Andy’s presentations are awesome, interesting and always entertaining. Delegates picked up many ideas on how to maximise key customer relationships. Always an excellent presentation!”
Jennie Harnaman, Events Manager,
The format of Andy’s sessions are not to give ‘magical answers’ (are there any?) or present academic theories on business competiveness. Nor is it about teambuilding exercises where people are taught how to build a raft out of two lemon squeezy bottles, a battery and an empty cardboard box!
His sessions are developed and delivered in an innovative, participative and practical style and format. They typically follow the model of:
Awareness Andy highlighting real examples of ‘Remarkable’ businesses - Those that demonstrate the topics we’re focusing on! He’ll talk about the practitioners - they may be large or small businesses, famous or not so famous, international, national or local. The key is that they are ’real!. As well as demonstrating good practice, it’s all about the benefits and results of doing this ‘stuff’!
Assessment It’s about encouraging people to work out how they ‘compare’, whether it’s through discussons with others, sharing ideas and issues, using one of Andy’s pre – prepared ‘assessment’ tools or simply taking ‘time out’ to review and reflect on what they’ve seen and heard.
Action Providing people with practical ideas and tools to help them identify what they are going to do differently as a result of what they’ve heard!
Unlike many business speakers, Andy doesn’t just speak about one thing – he helps organisations improve performance in a number of areas that count!
Here are just a few of of them……
Please note – these are only ‘examples’ of presentations. Specific ‘topics’ and content can be ‘mixed and matched’ and of course tailored to your audience’s needs – just talk to us!
Key Challenge 1: Leading the Business and Maximising People Performance:
Maximising Business and Personal Performance Through Effective Leadership Successful leadership means inspiring, motivating and engaging others. It means much more than management, planning and budgeting. It’s about creating a vision, getting commitment to that vision, and making things happen. In this presentation Andy highlights how successful leaders take a proactive approach. They have a clear direction and have everyone bought into it. It’s all about leaders (at all levels) looking forward, and vitally, move forward. They work on establishing and sharing a clear vision and get all their key people ‘on board’. This is an opportunity for leaders and potential leaders to look at their own role as leaders and identify the steps they need to take to achieve their goals and targets, and to maximise their own personal leadership effectiveness.
Maximising People Performance By Creating Committed, Motivated and Effective People At All Levels This is the prime role of the leader. ‘Remarkable’ leaders do this by creating other leaders not followers. They actively ‘engage’ their people – they get ‘buy in’ and as a result produce better performances. In this session participants discover motivation and reward strategies that work. They learn how to empower and engage their team and identify the steps they need to take to get the best from their people. There are direct proven correlations between levels of ‘engagement’ with motivation, productivity and profitability – this session explores those links, and crucially, gives participants the tools and techniques to make them work in their business. Again, aimed at leaders at all levels, this is not a list of do’s and don’ts, but practical ideas to help ‘maximise’ people performance that they can implement immediately.
Culture as ‘Competitive Advantage’- Creating An UBER Culture That Helps Your Business Win Culture is often seen as the ‘soft side’ of the business, but in reality, it’s actually the hardest! The hardest to affect, develop and change. It’s also the thing that has the hardest impact (positively or negatively) on business and people performance. Culture is ‘the way we do things around here’ and in ‘3D’ businesses, this is not left to chance. It is proactively managed and used to drive competitiveness and is often a key ‘differentiator’ between businesses. Participants learn how successful organisations create an UBER culture, which means that everyone Understands what’s expected of them and behaves accordingly and consistently as a result; systems and processes are Built to create consistently great customer experiences and reinforce that culture; People are Engaged, Empowered and Encouraged to deliver them and are Rewarded and Recognised for doing it! It’s about establishing clear values that shape the organisation, providing clear guidance on the behaviours they want and establishing a culture that reinforces and supports this. This session helps participants identify how they measure up as an organisation and as individuals, and vitally, helps identify the steps needed to create the culture they want!
Key Challenge 2: Finding, Attracting and Keeping Customers:
Think in 3D – Stand Out From The Crowd By Being ‘Dramatically and Demonstrably Different’ In today’s crowded market place, and ever increasing customer choice, it’s becoming more and more difficult to get a business ahead of the competition and to stay there. In a world of ‘same as’, it’s quite clear, ‘same as’ sucks! ‘Remarkable’ businesses create real competitive advantage, differentiate themselves from others, and stand out from their competitors. It’s stuff that get people ‘remarking’! It means not being the ‘same as’ and establishing themselves as ‘3D’ – that means being ‘Dramatically and Demonstrably Different’. Andy challenges his audience to examine what their business has to offer customers and how they get that message across in their branding, their marketing communication, and vitally, their actions. It’s about ‘demonstrating’ your ‘dramatic difference’ and doing things that people will tell others about. It’s also about getting all of your people ‘on board’ and positively contributing to that ‘Dramatic Difference’ in everything that they do.
Making Marketing Work This is all about ‘getting to grips’ with the principles of modern, effective marketing and vitally, apply them! This is not about ‘advertising’ or ‘hype’. It’s about taking a serious look at your approach to finding, attracting and keeping customers, and identifying ways to do it better! Andy highlights how ‘remarkable’ businesses target the right customers, find out what they really want and think, and maximise this knowledge to get ahead of their competitors. he also shos how ‘marketing’ involves everybody in 3D businesses, and this session provides ideas and tools to get everybody involved and contributing. It helps participants review their current approach to marketing and provides ideas, tools and proven processes to seriously improve their impact.
Creating ‘Delighted’ and ‘Devoted’ Customers We’re in a world where customers are putting up more barriers to stop businesses invading their space, where people are questioning much, much more and trust is getting harder to win and develop. Customer expectations are rising – they want it how they want it, when they want it, and they want it now! There’s greater transparency – Customers can find out more about you (and your competitors) at the touch of a button and they can find out what others think about you too. Word of mouth (and word of mouse) is becoming more influential and it’s based on people’s experiences, good and bad. As a result, customer service as a competitive advantage has never been more critical. It starts with being ‘easy to buy from’ and ‘easy to deal with’. Participants find out how ‘remarkable’ businesses create a passion for customers at every level, how they build a team of people ready, willing and able to go the extra mile for their customers. They do not just meet customer expectations – they exceed them! That’s ‘Customer Delight’! By definition, doing this subsequently raises customer expectations – 3D businesses relish and embrace this, and work hard to raise the bar! Andy challenges his audience to establish how they measure up in terms of ‘delighted and devoted customers’ and generate practical ideas to seriously improve the level of service they provide… consistently.
Forget CRM, Think MCR! That Means ‘Maximising Customer Relationships’ Even when a business has won its customers, keeping them is getting more and more difficult! Customer loyalty is becoming harder and harder to win. Promiscuity is rife – customers can and do switch suppliers with ease – fail to deliver, and they’re off to find someone who will. There are no second chances! 3D businesses have a passion and total customer focus throughout the business and are proactive (even obsessive!) in focusing their efforts and resources to make this happen.! It’s not about CRM systems that too often are simply a database with lots of names in it, but it’s about MCR – Maximising Customer Relationships. This means proactively developing relationships that give the best to and get the best from the customers that they want. Andy highlights how 3D businesses develop ‘dialogue, not diatribes’ and work hard at ongoing engagement with their customers, their networks and their communities. That means interacting on a personal and business level and tailoring the experience specifically to each customer to help ‘lock them in’ with the ‘ties that bind’. They create, sustain and develop a ‘recipe’ that works for their groups of customers, or ‘tribes’ as the best 3D businesses have. It’s about letting customers recognise the ‘personalisation’ and feel ‘part of it’. The more ‘personalised’ it feels, the more difficult it is for competitors to get in there! It’s also about developing a pro-active approach to spotting and maximising opportunities! A key principle is that people buy from people and businesses that they like, trust and have high expectations of. In simple terms, ‘maximising‘ opportunities is the pay off! Participants find out how they measure up, but more importantly, take away practical ideas and proven tools to seriously improve the level of service they provide, as well as developing more profitable relationships with their customers.
Key Challenge 3: Improving Business Performance and Profitability:
Focusing On Profitability in Tougher Times – Discounting The Need For Discounting! We’re in a time of squeezed margins, and many businesses are finding it more difficult to maintain profit levels. Ever demanding customers, less spending, increasing competition and a need to get sales means cutting prices and discounting often seems like the only option to compete in the market place. The fact is that it’s the easiest one – Anyone can give stuff away! Too many businesses simply do not explore all the opportunities to improve their profitability. Andy highlights how profit focussed businesses recognise that there are a number of options they can take to maximise profitability in these difficult conditions, and discounting is only one of them. In this pragmatic and stimulating session Andy takes his audience through the ‘Routes To profitability and encourages them to explore the options and possibilities to seriously improve the bottom line. No ‘lessons in finance’, but practical and focussed routes to improving performance and profits!
KeeP In Control – Maximising Management Information For Superior Performance Information is good – but it’s what you do with it that counts! As organisations grow and develop, their management information ‘systems’ often fail to develop with them. The combination of an unwillingness to ‘let go’ or being ‘too busy’ means that vital management information often flies around ad-hoc, or worse, stays ‘hidden’ from view. The result is that it’s one of the biggest ‘blockages’ to businesses maximising performance. Interestingly, although not one of the ‘sexier’ titles, sessions based on this theme consistently rate as some of the most useful and impactful by audiences. It helps individuals maximise business performance by maximising management information. They are introduced to the process of collecting, analysing, communicating and maximising information. It’s about establishing key performance indicators, improving reporting and communication methods and making it all meaningful. The session helps participants identify the KPI’s to drive performance, establish ‘ownership’ of those KPI’s and ensure that everyone in their team understands their role in making that happen.
Creating A ‘Revolutionary’ Business – How To Make Innovation Really Work In Your Business 3D businesses get ahead of their competitors and vitally, they stay ahead! It’s all about ‘innovation’ – not necessarily lots of new products and services, but a proactive approach to ‘successfully exploiting new ideas’ (That’s our definition of ‘innovation’!) Too many businesses do not really maximise innovation, – there’s no ‘proactivity’, and it’s just ‘left to chance’. In this session, Andy smashes the ‘myths’ of innovation, helps identify the barriers to ‘making it happen’ and provides practical steps to improving problem solving, creative thinking, ideas generation and people involvement. It’s also about helping participants identify, encourage and support their ‘innovative’ people regardless of the role they play in their business. This is not about ‘blue sky thinking’ or ‘wacky’ ideas generation – it’s about taking a focused and pragmatic approach to improving business competitiveness and performance.
We’d like to stress – these are just examples. Andy is not a ‘one trick pony’!
Click here to see some ‘real examples’ of what Andy has done, and who he’s done it for!
Click here to tell us what you’d like and we’ll be in touch!
“Andy is always my ‘back pocket’ choice to come and shake things up! The customer experience stories he weaves together whilst provoking questions drive fresh action back at the office. Andy brings enormous energy, humour and focus to the customer experience challenges that bog most big companies down and he leaves you with a renewed vigour and route map for improvement. Always top value, top fella”
Darren Cornish, Head of Service Design, Planning & Improvement (SDPI)