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Sunshine Coast Council are proud to have partnered with the Sunshine Coast Business Women’s Network to present a series of Level Up workshops…

 


WORKSHOP 1: Measuring Customer Experience & Customer Satisfaction

KEY DETAILS
Dates: 12 June
Time: 1.30pm – 3.30pm
Location: Spark Bureau, 7 Ocean Street, Maroochydore

 

OVERVIEW

 

In an increasingly competitive business world it is important you improve your customer’s experience with your company as much as you can through the use of online systems such as PBX phone systems, CRMs, live chat, chat bots and more.

Once they’ve had an experience with your business, you need to measure your customer’s satisfaction levels through polls, surveys and more, to gain valuable insights to continually improve your business.

Come along to this action packed two hour interactive workshop as part of the Sunshine Coast Council’s Level Up program, and work with an experienced digital strategist to gain a better understanding of technologies you could be using now, or in the future with your business, map out your customer journeys / life cycles and identify where you could make improvements now or in the future in terms of the experience you offer your customers, and how you measure their satisfaction.

 

Session 1 – Measuring customer experience – (1 hour)

What we’ll cover:

  • A recap from the webinar recording (see below) on online platforms your customers may have interactions with your company on such as your website, phone, email, live chat, social media, text and other emerging communication mediums
  • A recap from the webinar recording (see below) on what is a CRM and why every company needs one
  • A recap from the webinar recording (see below) on what your options are for CRM systems, online phone systems and other customer experience platforms such as live chat, chat bots and more
  • How you can integrate customer experience systems
  • Understanding customer journeys / life cycles within your business
  • A live exercise with a willing participant to map out their customer journey
  • Time to work on mapping on your customer journey with the support of professionals

OUTCOME: You will leave with a documented customer journey map and a defined action plan to implement into your business of how you will review, optimise, add to & integrate your existing customer experience systems, now, or in the future as your business grows.

Session 2 – Measuring customer satisfaction – (1 hour)

What we’ll cover:

  • A recap from the webinar recording (see below) on why it is important to measure if your customers are satisfied
  • A recap from the webinar recording (see below) on why digital customer satisfaction systems can be better than paper copies
  • A recap from the webinar recording (see below) Different systems you can use to measure if your customers are satisfied
  • A guided exercise giving you time & support to compare customer satisfaction system’s features and pricing plans to determine which may be suitable to your needs
  • A guided exercise to determine which customer satisfaction systems may integrate with other online software you are already using or intend to use
  • A guided exercise to prepare your very first customer survey with consideration given to what questions to ask – collecting qualitative versus quantitative data subject to your objectives for the survey, and considerations to ‘how long is too long when it comes to preparing customer surveys’
  • How to access and interpret the results of your customer satisfaction surveys and how often you should be doing it

OUTCOME: You will leave with some headway made on the identification or implementation of a suitable customer satisfaction system for your business, and potentially a draft survey, and most certainly a defined action plan to implement into your business in terms of how you will approach measuring customer satisfaction for your business, now, or in the future as your business grows.

PRE WORK

Some knowledge will be assumed from the commencement of this workshop. Before attending, please allocate time to watch these two webinars:

Module 9 – Customer experience systems – https://levelup.sunshinecoast.qld.gov.au/module-9-customer-experience-systems/

Duration = 1 hour

Module 10 – Customer satisfaction systems – https://levelup.sunshinecoast.qld.gov.au/module-10-customer-satisfaction-systems/

Duration = 1 hour

WHAT TO EXPECT

  • Intimate group training – so plenty of love and attention coming your way!
  • A workbook which you will work on throughout the session so you leave having achieved something and have something to refer to.
  • A dynamic and interactive workshop led by someone who knows what they are talking about
  • The opportunity to ask questions
  • Inspiration, information and innovative techniques to take home and try too
  • Live demonstrations
  • The opportunity to network with other local business women
  • Coffee, tea and refreshments on arrival

Confirm your attendance now…. (how)

 

WORKSHOP 2: Streamline and Automate Your Business!

KEY DETAILS
Dates: 14 June
Time: 9.30am – 11.30am
Location: Spark Bureau, 7 Ocean Street, Maroochydore

OVERVIEW

There are many online systems you can potentially use in your business, perhaps you are already using some. But are you aware that you can automate key functions in your business and improve your businesses productivity and profitability?

Come along to this action packed two hour interactive workshop as part of the Sunshine Coast Council’s Level Up program, and work with an experienced digital strategist to gain a better understanding of what automation is and why you should be taking a look at it, how you can streamline and automate your business operations online, what systems are out there and which ones may suit you and much more.

OUTCOME: You will leave with an understanding of what automations are, what automations might be possible in  your business, some ideas on how you might go about setting up automations in your business so you can potentially streamline and automate some aspects of your business!

PRE WORK

Some knowledge will be assumed from the commencement of this workshop. Before attending, please allocate time to watch this webinar:

Module 8 – Automations – https://levelup.sunshinecoast.qld.gov.au/module-8-automating-business-operations-online/

Duration = 1 hour

WHAT TO EXPECT

  • Intimate group training – so plenty of love and attention coming your way!
  • A workbook which you will work on throughout the session so you leave having achieved something and have something to refer to.
  • A dynamic and interactive workshop led by someone who knows what they are talking about
  • The opportunity to ask questions
  • Inspiration, information and innovative techniques to take home and try too
  • Live demonstrations
  • The opportunity to network with other local business women
  • Coffee, tea and refreshments on arrival

Confirm your attendance now…. (how)

 

WORKSHOP 3: Understanding data and how to set up dashboards to monitor your business performance

KEY DETAILS
Dates: 26 June
Time: 9.30am – 11.30am
Location: Spark Bureau, 7 Ocean Street, Maroochydore

OVERVIEW

Most businesses now record a lot of data but the real power of data comes from doing something with it! Knowing what data it is possible to access within your business and from external parties such as Sunshine Coast Council can be extremely beneficial to your business. Bringing data together in an understandable and meaningful way so you can gain key insights into trends.

Come along to this action packed two hour interactive workshop as part of the Sunshine Coast Council’s Level Up program, and work with an experienced digital strategist to gain a better understanding of what open data is, what data is and why you might like to track and analyse it, how to identify your businesses KPIs (key performance indicators) and track them, what dashboard software is out there and how to select one to monitor your business performance and much more!

Every attendee will leave with a workbook and action plan to implement into their business.

OUTCOME: You will leave with an understanding of what open data is, what data sources you may have in your business, definition around your business KPIs and some ideas on which dashboard system you may investigate further or set up so you can more effectively monitor and manage the performance of your business.

PRE WORK

Some knowledge will be assumed from the commencement of this workshop. Before attending, please allocate time to watch this webinar:

Module 12 – Data Analytics & Dashboards

https://levelup.sunshinecoast.qld.gov.au/module-12-data-analytics-and-dashboards

Duration = 1 hour

WHAT TO EXPECT

  • Intimate group training – so plenty of love and attention coming your way!
  • A workbook which you will work on throughout the session so you leave having achieved something and have something to refer to.
  • A dynamic and interactive workshop led by someone who knows what they are talking about
  • The opportunity to ask questions
  • Inspiration, information and innovative techniques to take home and try too
  • Live demonstrations
  • The opportunity to network with other local business women
  • Coffee, tea and refreshments on arrival

Confirm your attendance now…. (how)

 

 

 

COURSE CONTENT

Once the course is completed, PDF downloads of the slides presented will become available. Check this page post session!

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