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Insight insight

innovation

integration

Issue No. 1, 1/2010

open newsletter for partners of TLE International Pty

Dynamic approach to learning by TLE A distinctive training organisation integrates dynamic learning with a high degree of client customisation “A key strength is our ability to produce blended learning solutions, harnessing the latest e-learning techniques and combining them with dynamic face-toface approaches” says Ian Seggar, Global Managing Director of The Learning Eye. We believe in offering the best learning experience available - the sort that leaves people motivated to take action and skilled enough to know what to do and how to do it. We know that to inspire learning, solutions should be fun, appeal to all learning styles and employ the seven learning intelligences. So expect movement, music, laughter, hard work and strategies and ideas that can be applied back in the workplace. In order to truly partner with an organisation we work hard to understand the specific issues and trends that clients face. We strive to formulate and implement learning solutions that relate to their specific needs and desired outcomes.

Welcoming the New Year Is an exciting time, filled with high anticipation and expectations with the start of a new decade! Having been established in Europe for ten years, the opportunity to enter the Australasian market was realised last year and after an amazing 2009 for The Learning Eye, we are excited about the journey that lies ahead this year for both our business and that of our partners. Our mantra for 2010 is “Getting more out of less”. We focus on achieving this though continuing to develop bespoke scenarios and interventions that actually demonstrate to the audience what is really going on – and with it the consequences. We have long accepted that it is more than just trying to help people apply skills they already have, but are not using in day to day practice. It is about re-examining the way the message is delivered such that the audience has a real context for the information and most importantly a need for it – in effect wanting to do it, and presenting it in such a way that is memorable and retainable. Another set of tools that we use to very good effect are the bespoke business games. Games are a way of changing a given dynamic quickly and are not purely fun. We don’t use off the shelf games, our in-house creative team work through your business issues and design a format bespoke to the industry and issues, which can incorporate cultural accommodations relevant in different regions of the world. Fun is important in a learning environment, but we ensure it has relevant context to the business issues being examined. The use of bespoke games creates curiosity within an audience naturally; it connects to the inner child and captures attention quickly. The spirit of fun and challenge are brought to the fore as people want to win and are out to deliver their best performance.

insight

The Learning Eye International Pty (a division of strontium plc, a strategic business service group) Level 5, 35 Buckingham Street, Surry Hills, NSW 2010 Australia t: +61 2 8399 2999

www.thelearningeye.com

email: melinda@thelearningeye.com

/ • noun. 1. the capacity to gain an accurate and intuitive understanding of something. 2. understanding of this kind. DERIVATIVES: insightful / adj. insightfully / adv.


Insight insight

innovation

integration

Issue No. 1, 1/2010

open newsletter for partners of TLE International Pty

What is your vision for 2010?

90% of successful people set goals. 90% of people who failed did not set goals.

Have you set out a road map for you, your business and the team to follow this year? Do you know where to start, or has procrastination set in? Procrastination can occur due to:

••Setting the wrong goals – either too high or too low

••Having an unclear focus ••No action plan ••Mental barriers

If you are going to set and achieve a new goal, something in your life must change. In today’s hectic, non-stop world we are all extremely busy. Time is a precious commodity and there is simply not enough of it. We all know setting goals is important. The media often shows us examples of people who have achieved great things because they set and achieved their goals. So why don’t more people set goals?

The difference our approach can make to your bottom line performance can be staggering – changing the ratio from 10% to 80% can net a massive increase in the conversion of leads into orders.

Setting priorities is the one step most goal setting programs overlook. In order to free up time to reach your new goal, you will have to reduce, alter or eliminate a current activity. To ensure 2010 reaches its full potential, The Learning Eye can devise a goal setting program for your business, that not only engages the team but ensures everyone is travelling the same path and is looking forward to arriving at the same destination!

Looking for the compe Profit growth and customer retention can be easier to achieve this year than perhaps you first thought. If you are looking to strike a chord with your customers, grow your bottom line with little additional outlay or simply stand out from your competitors, the key may lie in the way your staff handle the follow up process. Currently only 10% of all leads are followed up correctly – 90% of all sales leads are not followed up in a timely way, are not treated seriously, or are even ignored. A huge 69% of all leads get no follow up at all and yet only 13% of leads are time wasters – 87% of sales leads result in a sale for one company or another, even if it does take time! The reality is, very few companies realise how poor their lead follow up is and the result is that the vast majority of these opportunities are mostly neglected and lost. Because of this almost universal lack of follow up and “lead nurturing” over an extended period of time, the


Insight insight

innovation

integration

Issue No. 1, 1/2010

open newsletter for partners of TLE International Pty

The Learning Eye Delivers Results through their ‘Tipping Point Focus’ Neuro-science research shows us that positive stimuli reinforce behaviours, while negative stimuli change attitudes and behaviours – thus operating at a deeper level. Tasting something nice encourages you to repeat the experience – taste something nasty and you will never try it again. “Based on this approach ongoing training programs need to clearly demonstrate the consequences of non action so that this becomes a non option, explains Ian Seggar, Global Managing Director. “We achieve this through the use of our unique Tipping Point Focus Approach (TPFA)”. Certain actions and behaviours have a disproportionate effect on the result of any customer contact. In customer experience programs, a lot of focus has been spent on “Moments of Truth” – key moments

in the customer journey where the service and experience is informally evaluated. In sales too, these moments exist. TPFA focuses on which of these moments have the greatest impact on the customer. In a typical sales journey a lot of focus and energy is spent on “cold spots” that have little impact on the customers’ motivation to buy. Sales can still occur, but only if the customer wanted to buy in the first place. Effective training needs to be focussed on reaching the customers who are undecided – the opportunity customers. By changing our attention onto the tipping point areas or “hot spots” using TPFA, sales staff can begin the true process of customer influence. “This creates a significant difference in the overall effectiveness of the training and the ROI to our clients”.

The Learning Eye explains the etitive edge this year? benefits of their services eventual decision on which company gets the business is often taken almost at random. Imagine the difference you could make if your sales team bucked this trend! Not only would you see immediate sales success from those customers ready to buy now, but you would also see potentially more value in future sales pipeline from those leads that take slightly longer to mature. We can offer an approach that brings this message clearly home across the sales function, combining the necessary skills with structured organisational processes, to ensure that each customer opportunity is properly managed and nurtured to bring them to fruition. The difference our approach can make to your bottom line performance can be staggering – changing the ratio from 10% to 80% can net a massive increase in the conversion of leads into orders – worth the effort and investment in anyone’s book! Our robust approach will ensure all leads get the attention they deserve, when they deserve it.

What does it take to excel in business today?

••Courage ••Risk taking ••Great customer service ••Dedication ••Sales skills

and the list continues... I am sure if you asked any of your employees, they could quickly come up with a list. Companies spend a lot of money on training courses to reinforce the right thing to do to achieve these attributes, but consistently employees are not doing it and therefore do not deliver excellent results for maximum productivity. Take the issue of customer service skills – if you mystery shopped your employees, would they be consistently delivering excellent customer service that exceeds all expectations with a high conversion rate? They know what

to do but when it comes down to it they are not always putting it into practice, leading to an often mediocre end result. We are not just another training company repeating a similar message in a more engaging way – we believe we can do something that makes a real difference and provides context for all of the learning messages, so that the audience can see themselves applying their skills and abilities in everyday work situations.


Insight insight

innovation

integration

Issue No. 1, 1/2010

open newsletter for partners of TLE International Pty

The Learning Eye breaks the traditional training mould with Business Games! “At The Learning Eye we believe passionately in learning, learning as the force to drive individual and business development” Ian Seggar, Global Managing Director proudly explains. “Why should learning follow an existing rigid pattern? We believe that it should be fun, active and relevant. For this purpose we have developed a number of tools/games which help to lift learning to a higher level. These have been used at boardroom level to facilitate changes in strategy, though to the shop floor”. Some examples of our custom made games include: ••Managing the customer journey using “customer journey maps” ••Retailer on a roll – a fun role play using a virtual retailer rollout map covering key areas such as converting walks ins to sales, service response and enquiry generation ••Boardroom strategy and blue ocean thinking ••Custopoly – a software based customer strategy game involving bidding for new customers, developing conquest strategies and how to retain customers at the end of the ownership cycle ••Business strategy map – looks at the full business cycle covering design, delivery and resourcing.

Motivational Quote: “Do not go where the path may lead, go instead where there is no path and leave a trail.” ~Ralph Waldo Emerson

Courses and programs We believe in having a choice, so as an option to our bespoke business training designed especially for your business, we offer a range of one day interactive and experiential training workshops. Topics include Sales, Customer Service, Leadership and Goal Setting. These skills training courses give you the opportunity to interact with your peers from various industries, gain different perspectives on common business and life challenges and adapt the ideas to your unique business.

•• 13 April – Essential Skills For New Team Leaders

Do you have a team member recently elevated to a leadership role? This course will equip them with the vital skills in motivating and managing an effective team.

•• 20 April – Sales Success

A look at your business through the eyes of the customer. A fresh perspective can elevate your sales team to new heights.

•• 28 April – Make Life Count

A look at maximising your time with work/life balance. Please contact Alison for further details: alison@thelearningeye.com

international

Insight newsletter 01  

Learning as the force to drive individual & business development. Open newsletter from The Learning Eye International.

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