Transform People International

Creating Business Value

Learning Objectives

Success is a product of perception. It’s how your customers “see” who you are, how you act, how you respond and how you live up to and deliver all of your stated intentions.
Getting it wrong means that you’ll never hear from 91% of the customers you have let down … ever again.
Get it right - even when you have patently got it wrong - and 95% of customers you have failed will choose to do business with you again.
While business can never be an exact science, the principles of cause and effect can create tidal waves of success and build dazzling reputations.
To do this, you must first understand the definition of ‘value’ and your company’s total value capability.
You must be prepared to recognise and respond to factors that affect both your customers and the influence they have on the values you claim to provide.
That means you must understand the process of building the value case: POISE™. This is a reusable question strategy-based process created to uncover the objectives and issues that build value from two perspectives – the individual (personal power) and the business value they represent.

Transformation Modules

Relevance

Building the value case for your business is a technique that can be used repeatedly.

The value case is an essential toolkit for altering, refining and rewriting customer perceptions and moving them further up the business value chain.

What is your company’s perceived value to its customer base?

Do you deliver all they expect and everything they are looking for?

Such information is essential business intelligence that can be used to alter perceptions, restore reputations and completely revise customer service philosophies affecting both internal and external practices and dramatically reshaping results.