Each module contains a workbook and audio CD.
Module > Hour Business Plan
This module is a great starting point for a business that doesn’t have a current business plan in place. An integral part of this exercise is the SWOT analysis.
This 1 Hour Plan defines all the essentials of the business in a concise and simple manner and best of all only takes a short time to complete.
Module > Business Strategy
This module concentrates on the unique selling proposition (USP) and the team of people required to deliver on that promise.
It helps the business clearly define (or redefine) their USP and ensure that it is tied to every aspect of their business.
Module > Systems
This module is extremely comprehensive and shows how to identify, document, test, teach, update, control and track and measure your systems.
It also includes a large list of systems that can be taken and used as part of the strategic business development.
These areas include:
management systems, financial systems, legal systems, administration systems, product systems, people systems, information technology systems, quality control or best practice systems, risk management systems, marketing systems
Module > Winning The Customer’s Heart
This module looks at the cost of getting and keeping a customer and how the retention rate can be affected by introducing a customer care program. It also defines the difference between customer care and customer experience and has worksheets that can be used as templates.
You’ll also find 15 ways to nurture existing customers and 11 extreme customer care initiatives that can be applied to any business wanting to increase their customer retention.
Module > Getting The Most Out Of Your People
This module focuses on how to develop a performance benchmarking system for your team as a method of getting the most out of your people.
It is an 8-step process based on the business strategy and gives an effective process for defining, measuring and creating your benchmarks and key performance indicators.
It also covers how to incorporate reviews and rewards
This module contains the templates needed to put this process into practice as well as giving practical examples.
Module > Image and Branding
This module defines image and branding and their relevance to a business.
It also defines their differences and gives a comprehensive process for defining the image and brand of a business in relation to customer service standards, customer relationship standards and physical standards.
Brand promotion is also covered in detail.
This module is a simple and effective approach to an often difficult and costly exercise.