Essentials of Onboarding Seminar
Overview
How to Cement Customer Loyalty and Front Line Staff Commitment
in the First 90 Days
Successful onboarding programs have proven to be essential in cementing both customer loyalty and front line staff commitment early in the relationship.
This hands-on seminar provides tips and tools to help you set up onboarding programs, for your customers as well as employees - a critical factor in ensuring your customers and employees are brought into a lasting relationship with your organization.
If you are looking to create, enhance or revamp your organization's on-boarding process, this training session will help meet that need. At the end of the day you will leave knowing how to create meaningful and effective onboarding programs to make both customer and front line employee "raving fans".
Morning Session
Customer Onboarding
Customer onboarding is a key component in building customer trust and loyalty early in the customer relationship. When successfully implemented, onboarding translates into increased customer satisfaction leading to more business with the same customer.
We will show you how to make the most of the first 90 days of each new customer relationship - the time to really deliver on promises.
You Will Learn:
8 critical components of customer onboarding:
- Getting management buy-in for your onboarding program
- Developing effective customer retention strategies
- Avoiding key pitfalls in setting up your program
- Knowing whether your customer onboarding approach is actually working
- Increasing customer value through cross selling and upselling
- Encouraging your customers to refer their friends and relatives to your organization
- Developing a data driven customer profile so you target specific customer sectors
- Converting your call centre into a business development centre
Best practices of banks, office supply, automotive and other organizations that excel in customer onboarding.
Afternoon Session
Employee Onboarding
Customer loyalty and retention are linked to employee loyalty, commitment and job satisfaction. Fundamental to this relationship is effective employee onboarding (for new hires as well as transitioning existing employees into new roles), which improves employee capability and increases commitment to service excellence. When front line staff are cared for and developed, they feel appreciated and valued. Thus, research shows they treat customers well, which drives financial results and cements the relationship.
You Will Learn:
- The Research - Establishing the link between customer loyalty and employee capability & satisfaction
- Onboarding is specialized employee training and the characteristics of adult learning
- The Four "C"s in Creating Raving Fans – Caring, Capability, Connection and Confidence and employing those in your onboarding program
- The Key Components of an Employee Onboarding Program
- When Orientation Should Take Place to Get the Greatest ROI
- Who Should Participate in the Process to Gain Maximum Impact
- The Needs and Issues of a New/Transitioning Employee in the Organization
- How to Drive the Mission and Vision to Achieve Desired Behaviours and Results from Your Employees
- How to use a detailed employee onboarding guide to develop an onboarding program for the next employee to join your team.
Who Should Attend
- Sales & Market Leaders
- Market & Channel Strategists
- Client Knowledge & Insight Managers
- Client Services Managers Learning & Development Managers
- Talent Management Leaders
Instructors
Mark McManus
Chief Solutions Officer, GHLC Inc.
GHLC Inc. is a a Toronto-based workplace learning and business performance consultancy. Mark has over thirty years of private and public sector experience as a business leader and workplace educator. Mark has held senior management positions in the Canadian financial industry including line and product management, regulatory compliance, and human resources. As a member of the Executive Management Team and Head of the Inquiries & Contact Centre for the Ontario Securities Commission, Mark developed a systems-based process for the regulatory review of complaints and tips, and led the OSC management development program. Mark has developed and implemented strategies for ethics and compliance training and for introducing quality onboarding programs in contact centres. Mark holds a Certificate in Financial Management and a Diploma in Law & Security Administration. He earned an Honours degree in Commerce from Queen's University at Kingston and holds a Master's degree in Education, specializing in Workplace Learning & Change, from the Ontario Institute for Studies in Education (OISE) at the University of Toronto.
David Lithwick
Principal, Market Alert
Market Alert Limited is a Toronto based research intelligence consultancy. With 25 years experience, he is a recognized expert in market intelligence tactics, analysis and training. A significant percentage of his research experience is in assessing customer onboarding programs for financial institutions, telecoms and transportation companies. David has been an education lecturer for the past 20 years, written "Competitive Intelligence Manual for Marketing Practitioners"; the first CI manual developed for Canadian marketing professionals and authored 35 articles. Prior to Market Alert, David worked in banking as a market research analyst and in advertising at MacLaren and FCB Direct. David studied at The Wharton School and earned an MBA from McGill University.
Key Dates/Pricing
Date:
Wednesday, February 27, 2013
Time:
9:00 – 4:30 p.m.
Location:
Advocate’s Society, 480 University Avenue, Suite 1700, Toronto
Rates:
CMA Member: $545 | Regular: $745
CMA Member Multiple*: $495 | Regular, Multiple*: $695
Three or more members from the same company must register at the same time.