Invest in your employees post image

In this fast paced world of business, getting to the finish line the quickest is often the main objective for many companies. However, investing in your staff is also a very wise move… and the wise will tell you that “the journey is more important than the arrival”.

ROI through learning is basically when a company invests in its staff members through training and learning thus making the contributions that these  employees add in the organisation worth so much more then when they were initially employed. Read more…

“Process mapping” and how this type of training can improve people-related processes post image

There’s only so much regular staff meetings and annual performance appraisals can do to help each of your employees understand their role better, and savvy business leaders and managers know that the key to streamlining their operations is to clearly map out the roles and responsibilities of each cog in the wheel.

Called “process mapping”, this doesn’t only serve your business objectives, but it also empowers each and every employee to truly own and grow in their position. In its most basic form, a process map is a visual representation of your company’s workflow – and clearly communicates the various processes involved.

In recent years, process mapping has become increasingly sophisticated – with software such as Aris and Visio on offer – but in many cases, it’s actually made things more complicated, instead of more clear. Read more…

“Touchpoint maps” – what they are and how they can help your company post image

There are a great many steps in each customer’s journey, from the decision to buy a certain product or service, right through to delivery and after-sale support. Each step in this journey is an important component in overall customer satisfaction, and it’s therefore imperative to ensure that you monitor the whole process.

The better your methodology to trace steps – also called touchpoints – the better your chances to identify your company’s various weaknesses, and strengths. A touchpoint map – which is in essence a detailed outline defining your customer touchpoints – in one of the most valuable tools to boost your business, as it not only brings your customers’ journeys to life, but it also informs some heavyweight business objectives. For example, it’s bound to increase your customers’ satisfaction, reduce returns and complaints, increase revenue and do wonders for your overall brand value. Read more…

The employee induction programme post image

They say information is power, and in the case of providing new employees with ample background details about their respective roles and your company, this saying couldn’t be truer. Known as an induction programme, this is a key step that can – if it’s done properly – seamlessly integrate new staff members into your company. It’s also an opportunity to streamline the current outlines of operations and structures within your business.

But it’s not just limited to new employees. In fact, regular re-induction programmes to introduce new processes are crucial in keeping your employees enthusiastic and involved in your company’s growth, as well as redefining your corporate culture as it develops. Read more…

The importance of training your customers post image

Gone are the days when a basic marketing programme was all that was needed to keep your business ahead of the pack, because these days, this sphere is bigger and more important to your business objectives than ever before. Industries that clearly illustrate the need for going beyond traditional marketing manoeuvres – and dipping into the arena of consumer education – include banking, financial services, technology and healthcare.

The benefits of in-depth customer training in banking are far-reaching. From tackling issues such as debt management and best practices for SMEs – in essence added value for customers – to basic financial literacy, banks need to be at the forefront of these developments and communicate it clearly to its clients in order to be successful. Similarly, businesses offering financial services such as insurance can significantly improve their offering (and their customers’ loyalty) by providing customer training on how to follow proper claims procedures. Read more…