Learn how


Gain the tools and skills you need to create a strong following
through outstanding experience design...

Early Bird special:
register now & get
15% off



We guarantee you'll walk away from our workshops inspired & upskilled! We have helped organisations for over 20 years to develop their sales, experience design, and leadership capabilities: Telstra, Commonwealth Bank of Australia, Clayton Utz, 3M, Westpac, Australian Government, and more. We are now bringing that knowledge and expertise to the Sunshine Coast to give you the same tools and skills previously only available to large corporates.

Customer Experience



What turns average into OUTSTANDING

is cleverly designing every touchpoint in customers' engagement with you

AWARENESS

Your customers' first interaction with your brand, whether it's digital, face to face, storefront, or through word of mouth. The first point of awareness defines the way they will engage with what you do and how you do it.
First impression is everything!



EVALUATION

If your brand resonates with who they are, your customers dig deeper to find out whether or not what you do is what they need. This is the crucial point where they decide to engage with you. Make or break: how you communicate value to them and how honest they feel you are in looking out for them.



SALE

How you make the sale can change the relationship completely. Is it easy, comfortable, and enjoyable for the customer? Do they feel pressured? Do you feel like you are selling with soul? Reaching the customers, empowering them to make the decision to buy, and enabling them to feel it's the best decision they've made, is in how you do it.



PRODUCT/SERVICE INTERACTION

Experience is everything. From packaging to product design, to the emotive response, to the identity created by using your product and/or service, everything needs to align with the expectations set up so far. Underpromise and overdeliver!



ONGOING ENGAGEMENT

You've added value to them once, now it's about continuing to nurture the relationship through outstanding support, extra info, gifts and giveaways, and repeating the engagement process with the rest of your offering. How much they feel you care is the foundation for building a raving fan base!



Regardless of where you are in your journey,
we help you create truly unforgettable customer experiences!

Workshops




We run 90 minute, 3 hour and 1 day workshops

Workshops are the best way to get tools and skills quickly.
We help you see what you need and make sure you can apply the tools/skills as soon as you leave the room.

If you want to upskill your team, we can organise a workshop just for you.
Give us a call to set it up!



CUSTOMER RESEARCH 101

Discover a fool-proof process of getting to know your customers by deeply understanding and empathising with their needs.

BRAND/IDENTITY CREATION

Learn how to instantly resonate with your customers, create connections through branding, and design an identity for your business and customers.

CUSTOMER FOCUSED PRODUCT/SERVICE DESIGN

Learn a simple and effective process for translating their needs into unforgettable products and services.

CUSTOMER FOCUSED BUSINESS DEVELOPMENT

Learn how to attract new clients by discovering how you can best help them.

CUSTOMER FOCUSED MARKETING

You will learn how to align your customer facing messages to meet the buyer where they are at.

ADVANCED NETWORKING SKILLS

You will learn how to ensure every networking event leads to new business opportunities.

SELLING WITH SOUL

Never feel bad about selling again... and win your ideal client in two months!

WIN-WIN NEGOTIATION

Helping you and your customer to do business ensuring you both get the best possible commercial outcome.

CUMULATIVE VALUE CREATION

Add more value through strategic partnerships and cumulative product design. The more connections you create, the better the offering.

HOW TO BUILD A RAVING FAN BASE

Make your customers your best ambassadors. Build a fan base that will bring new opportunites to you. That's how you get from being good to great!

HOW TO GROW CUSTOMER FOCUSED BUSINESSES

You have products/services, you have distribution channels, you have a fan base. Now what? Learn how to sustainably grow without compromising what you are all about.

WHAT TO DO WHEN YOU'RE DISRUPTED

There's a new competitor in the market or something comes along and changes your customers' needs. What do you do? Learn how to pivot, survive and thrive in market disruptions.

Projects


The best way to learn is through practice

We run 8-week bootcamp projects
where you and your team learn how to
make your business stand out from the crowd

CUSTOMER RESEARCH

Your team will become experts at understanding customer needs, areas of satisfaction, pain points, their context, and how the product/service fits into their life.

Skills gained: designing a research study, recruiting participants, intervieiwing, survey design, data analysis, insight generation, identifying core needs, navigating the say/do gap, and translating insights and needs into products/services.


CUSTOMER EXPERIENCE DESIGN

Your team will immerse themselves in Design Thinking approach to product/service design. We will map out each touchpoint of a customer's interaction with you to create the best experience possible. Every time.

Skills gained: mapping out customer's interaction journey, identifying peak experience points, knowing the theory of what makes a great customer experience, using design thinking to ideate and create outstanding experiences, turning great ideas into innovation.


PROCESS REDESIGN

You and your team will become experts at creating efficient and effective businesses processes that are 100% customer-centric. In 8 weeks we will map your business and redesign processes to reduce costs, improve customer experiences, and make your team sustainably perform at their peak.

Skills gained: process mapping, process redesign, leadership, theory of what makes teams sustainably perform at their peak.


TRAINING/INDUCTION OF STAFF

We will design and implement with you a training and staff induction process that will impart your values, your processes, and your customer focus to any new staff you bring on board. Give your team the edge by training them to be leaders for each other and for themselves.

Skills gained: facilitation and training, training material design, organisational culture design, onboarding material design.


STRATEGIC INNOVATION

You and your team will become expert innovators that are able to take an idea and implement a process to take that idea and turn it into an outstanding product or service. We will focus on strategic thinking, making sure that everything you do directly impacts your bottom line.

Skills gained: theory of strategic innovation, application of theory to an idea, process for turning ideas into products/services, strategy development.


CO-DESIGN SESSIONS

You and your team will learn how to run co-design sessions. Whether it's with your team and your customers, or you and your team, co-design sessions will give you the freedom to cut through the grey and come up with consensus simply, quickly, and with full buy-in from participants. When everyone's opinion counts, the ideas that take your business from good to great surface and become the foundation for action.

Skills gained: design thinking approach, how to run a co-design session, facilitation skills, ideation skills, how to converge perspectives to create great ideas.





We give, rather than lend, capability.
Because of that, we can design any project or workshop that you need.

Get in touch to see how we can help!

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