Marketing from the inside out
‘Marketing from the inside out' team workshop
InsideOutWorks has developed and put in place a bespoke professional development programme for the Customer Services and Sales team at Standards New Zealand.
The programme used a ‘marketing from the inside out' approach to align customer experiences with the organisation's vision, values and brand promises. Key ingredients of the programme included:
- Individual Interviews with team members to identify individual and shared development needs.
- Workshop sessions involving both training in needed skills and exercises using real life challenges faced by team members on the job.
- an advisory/coaching service between sessions to help staff overcome obstacles faced in applying new knowledge and skills.
An additional benefit was that team members were empowered to teach colleagues on the job so using existing strengths to improve overall team performance.
Feedback from our client
Our Customer Services and Sales team were heading into massive changes to all our business processes last year with the impending implementation of a new finance system. We engaged InsideOutWorks to first meet with staff individually to understand their views on change and the potential impact on their role, and then develop and facilitate workshops with the team to fill knowledge gaps, provide the team with practical tools, and encourage the team to be 'change positive' and working in unison towards a common goal throughout training and implementation. The team enjoyed the workshops immensely and put the tools and techniques to good use - we came through the system change with flying colours and overall team resilience and ongoing cooperation has continued.
Mary Somervell has continued to assist one of our team members by providing coaching and mentoring services on an as-required basis. This has provided excellent continuity of support and assisted the individual to adjust to a new role with greater responsibility and improve their confidence.
Shona Weller, General Manager Customer Services and Sales, Standards New Zealand