Instructors: Judy Lloyd and MJ Turton - 1/2 day session - 9:00 am - 12 noon
Bookkeeping is critical to business success. To manage the business effectively, you need timely and accurate information. How can you get the information you need to make decisions? Do you have the information to answer the questions the tax auditor is asking? Do you have the information you need to convince the banker to support you? Do you get all of this information from your present bookkeeping system?
In this workshop, you will learn how about:
Instructor: Cheryl Fast - 1/2 day session - 9:00 am to 12 noon
Keeping it Clear – Contracts, Service Agreements, Proposals and Quotes
Your reputation in business depends on meeting your customer’s expectations. Success starts with a clear understanding of what will be delivered and the responsibilities for everyone involved. What questions do you need to ask and how do you turn your meeting into a written agreement that will help you meet and exceed your service goals?
A clear contract does not necessarily mean a profitable one. How do you proceed with the contract negotiation and ensure that it is a WIN-WIN outcome for you and your customer. What do you need to consider in determining the exchange of service for money? This workshop will look at managing the contracts that will give you long term, mutually beneficial customer relationships.
Instructor: Cheryl Fast - 1/2 day session - 9 am to 12 noon
Networking – Making Connections that Matter
Thinking about networking can be anxiety producing. How can you eliminate some of the scarier parts and make the effort pay off for your business results. How do you prepare? This workshop looks at points of connection and conversation openers. Take it further by focusing on what you learn from your connections that will help you reconnect in positive and welcomed ways:
Instructor: Judy Lloyd - 1/2 day session - 9:00 am to 12 noon
Using your financial information to make better operational decisions.
Program Objective: Give the participant an easy guide for checking the validity of monthly financial reports and basic tools to analyze the information.
Instructor: Robbie Westgard - 1/2 day session - 9:00 am to 12 noon
Supersizing Your Sales Includes:
Instructor: Todd Avison - 1/2 day session - 9:00 am to 12 noon
The world of Social Media is ever growing and always evolving. This 1/2 day session will give you an understanding of the most relevant social media platforms to your business and how to put them to work for you. Session will cover concepts and examples and practical exercises putting your new social media skills to work. We want you to be able to end the session with some direction on how your social media strategy fits into your marketing strategy as a whole.
Instructor: Sean Shepherd - 1/2 day session - 9 am - 1pm
Customer expectations are higher than ever before, and business success is becoming more and more dependent on a company's ability to meet or exceed those expectations with nearly every interaction. Customer experience—or CX—is the summary of all the interactions a company has with a customer over time.
While understanding how to consider and choreograph those interactions is undeniably complex, Service Design is the methodology that organizations all over the world are using to design and deliver exceptional experiences for their customers.
At the end of the workshop, participants will have the foundational tools needed to take a holistic view of an organization's customer experience, identify opportunities that can deepen relationships and drive loyalty, and design and deliver improved experiences to turn transactions into relationships.
The 4-hour workshop will be composed of 3 distinct modules:
Module 1 (30 mins) - Introduction to Customer Experience and Service Design
• What is customer experience (CX)?
• Why is customer experience important?
• The business value of customer experience
• The core components of customer experience
Module 2 (90 mins) - Customer Journey Mapping
• What is a Customer Journey Map (CJM)?
• Why are they important?
• Defining who your customer is – Empathy Mapping
• Building your journey map
Module 3 (60 mins) - The Design Process
• Creating a roadmap towards implementation