Search....
CTRL+K
Search....
CTRL+K
Payment Options
Flip the Funnel as there is an age-old saying in business that the ‘customer is always right’. However many organisations have chosen not to do business according to this maxim as they feel that they will not be able to adequately respond to all their customers’ demands – however onerous they are – so they make the decision that they won’t even try.
In the author-led course, Flip the Funnel, author Joseph Jaffe makes the point that customer service is an integral part of a company’s marketing. As such, customer service cannot be ignored and, if it is, it is ignored at the organisation’s own peril.
“Customer service is just one components of a much broader customer experience imperative,” writes Jaffe in Flip the Funnel. “Yet, it is arguably the most tangible, impactful, and actionable item in your portfolio of services that you can activate in a truly transformative manner.”
Jaffe, in the author-led course Flip the Funnel, proposes the notion that marketing is not a monologue. It is not even a dialogue. Marketing consists of conversations that happen between the company and its customers however marketing is also about conversations that customers have with third parties (in other words, word-of-mouth marketing).
“it’s time to go back to school and open up your Principles of Marketing textbooks,” says Jaffe in Flip the Funnel, “… Now, I’d like you to tear up those textbooks, forget those theories and start anew with a blank sheet of paper.”
It’s a well-acknowledged fact that acquiring a new customer costs more than retaining a new one as it is necessary to spend more money on acquisition as opposed to retention. In this author-led course, Jaffe proposes that through the process of making customer service paramount the process of retention becomes the new acquisition.
He also looks at the notion of relationship management and CRM (customer relationship management, as it is usually thought of, or customer relationship marketing). Jaffee conceptualises this as not a process of a company just speaking to the customer but rather a process where the company and customer enter into a dialogue.
“… [customer service is] not a reactive means of helping customers with problems but rather a key – perhaps THE key – strategic differentiator that could quite possibly transform your business,” writes Jaffe in the prologue to Flip the Funnel.
Contact us at Speakers Inc and click here to find more Motivational Speakers
Joseph Jaffe – Business Strategy is a multiple author, serial entrepreneur and one of the most sought-after consultants, speakers and thought leaders on marketing, innovation, disruption and change.
Joseph is Admiral at the HMS Beagle, a strategic consultancy that helps its clients navigate the journey to survival…and ultimately thrival. HMSB specializes in developing training, facilitated workshops, survival and growth plans for the smallest of startups to the largest of legacy brands.
Throughout his career, Jaffe has worked with some of the largest brands in the world, including the likes of IBM, Coca-Cola, ABInBev, Pearson, Nestle, Purina, Steelcase, Colgate-Palmolive, Mondelez International, Keurig Doctor Pepper and many more.
Learning Points
Says Ben Popken, who is the co-managing editor of Consumerist.com, in the foreward to Flip the Funnel:
“With [the course] he [Joseph Jaffe] reveals how some of the most exciting and inspiring organizations are shifting the marketing model so tha thtey start with the sale rather than ending with it.”
If you’re a business owner, marketing manger or entrepreneur – and you’re struggling with finding new ways to grow and expand your business – then the Flip the Funnel author-led course is for you because it will teach you a fresh approach to marketing your company and having meaningful interactions with your customers.
Videos
View Course Categories
Say Good-Bye to a One-Size-Fits-All Program and Say Hello to Kelly’s Boutique Experience, The Persuasion Principle We tried to create a course that worked for everybody. The problem is that everybody is different. People like to learn in different ways, and have different objectives and outcomes. People like different levels of interaction with Kelly and […]
Public speaking is a learned skill. And, becoming a better speaker is about becoming a better communicator. This comprehensive Masters Course in Public Speaking has been designed to take place over four weeks, allowing you, as the student, to garner the most knowledge and value from the lessons. As modules and topics unfold over weekly […]
Overcoming a decade in Zimbabwe’s Prisons through this gripping keynote, I will take you on a journey through my life as a self-made businessman in the safari industry in Bulawayo, Zimbabwe. I’ll share details of an incident that led to my wrongful imprisonment, the emotional impact of my conviction without a body, against police evidence, […]
With Components of Extraordinary Teams you CAN get the best out of the people you manage…equipping and encouraging them to deliver results that go beyond “good enough.” You CAN affirm and motivate your peers… because they see you as someone who demonstrates a leader’s finest qualities. And…You CAN impress and delight your organization’s customers by anticipating their needs and exceeding their […]
Flip the Funnel as there is an age-old saying in business that the ‘customer is always right’. However many organisations have chosen not to do business according to this maxim as they feel that they will not be able to adequately respond to all their customers’ demands – however onerous they are – so they […]
The 1000 Leaders Initiative offers leaders help to develop the skills that will take them to their next level. Being a subject matter expert, high performing team member, or doing what you’ve always done is not enough. It’s simply not good business to promote a leader and then fail to develop them. Yet many organisations […]
“The 60 Day Supercharge” by Michael McQueen is a unique online masterclass designed to help you accelerate your success and build breakthrough momentum that lasts. The 60 Day Supercharge Over the course of 60 days, you will: Identify the hidden factors that may be holding you back or sapping your momentum Develop a clear and […]
The only pitch it perfect program that teaches you how to move from side hustle defeat to paid brand collabs—in less than one week. Build a brand, attract raving followers, land national media, and get paid to work with brands you love! Pitch it Perfect The only proven program for content creators and brand founders who want […]
The profiles and artwork embedded on these pages are from various speakers and talent.
WeSpeak Global provides costs that are accurate at time of publishing.
These remain the property of its owner and not affiliated with or endorsed by WeSpeak Global.
Course Fees listed on this website are intended to serve as a guideline only.
Our Mission:
© All rights reserved 2025. Designed using Voxel
