Webinars

Join our monthly lunchtime webinars, where an experienced business owner or coach talks through practical and proven approaches to deal with priority business issues. Attendees can stay online for up to one hour after the session to ask questions.

Webinar - Business Priorities and Opportunities for 2022

Next Webinar

Topic: Business Priorities and Opportunities for 2022
Panel: TBC
Date: Wednesday 19th January 2022
Time: 12:30 pm – 2:00pm Australian EST

(This includes a 45min presentation and 45min Q&A time afterwards)

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See what took place at our recent webinar

What do customers want now?

From the latest research on consumers and business customers – learn the fundamental change in the expectations and demands of customers during the pandemic

There has been a fundamental change in the expectations and demands of customers during the pandemic. This webinar will share the latest research on these issues conducted with both consumers and business customers.

The growing number of technologies and sources of information (and misinformation) have increased the complexity for both customers and businesses. Clear trends are emerging, and the value placed on trust and access has never been higher. Building and maintaining trust is different from 2 years ago – while the principles remain the same, the practices have evolved.

Learn what customers want now and the priority actions to take in your business to attract new customers and keep existing customers longer.

Presenter:

Bill Lang
B.Comm.LLB (Hons) MBA (HBS91) Executive Director, Small Business Australia and Co-Chair Harvard Alumni Entrepreneurs Australia

Bill Lang

TAKE A LOOK

We covered a large range of topics in our last webinar. Have a sneak peek at some of the things that were discussed, plus video previews.

“It’s difficult to have a unique selling proposition when increasingly there are many, many competitors that are offering a similar set of benefits to the same customers that you’d be targeting your business. A much more powerful concept is something known as Superior Perceived Value, SPV.” – Bill Lang, presenter

Video time: 02:48

“What benefits am I going to get? And what’s the quality of those benefits that I’m going to receive? Those two things together, minus what am I paying? What is the price, what’s the cost to me? And so the superior perceived value is all about ensuring that what you’re offering to your target market, in their mind represents superior value.” – Bill Lang, presenter

Video time: 02:24

“A whole range of different things that are potentially relevant when I think about the benefits, and how those benefits get delivered to me and what the quality is, and what’s the price and cost. So the sorts of things that are relevant to things like packaging, physical deliveries, is it going to be delivered to me and when? What will retracing and tracking be like? What’s the guarantee associated with the product? What if I need to take it back if there’s a warranty issue, where will I go?” – Bill Lang, presenter

Video time: 03:40

“With respect to looking at services, the perceived value of a service, the formula is a little bit different for the customer when they’re making decisions. Again, benefits are important and also quality, but in fact, in this case, you can actually divide it by the cost rather than subtracting the cost. Now, the cost is more than the price. The cost could also include how much time is actually involved in me trying to buy it, and then actually accessing the service.” – Bill Lang, presenter

Video time: 05:10

“Maslow developed this conceptual framework, and never has it been more important with respect to understanding human beings and what they’re going through. He called it a hierarchy of needs, and that people, depending on their life situation, and their resources are at different levels in terms of what are the most important needs that they’re dealing with. “ – Bill Lang, presenter

Video time: 05:60

“Because the pandemic has forced many of us to do some things that we’ve never done before and if we’ve done them a few times over, we’ve found that it’s not as complicated. Now that I’ve worked out how to do it I’ve started establishing new habits and that means for many of our businesses, our customers will prefer to keep doing things that way, even as we move into our highly vaccinated nation and fewer restrictions going forward into the new year. “ – Bill Lang, presenter

Video time: 07:50

“If they prefer to contact you via Facebook Messenger because that’s what they’re using and they find they can’t do it with you, or they can’t get the latest update on your opening hours very quickly, just like that, they switch and try another business. And if another business is a bit easier to deal with, and then delivered on their promise, so delivered superior perceived value, next time around, they need that product or service that you used to provide them with a high probability that you’ve lost them.” – Bill Lang, presenter

Video time: 02:56

“If you rely solely on free platforms provided, which could be Facebook and or Instagram, they can change the rules at any time. It’s very important to have your own basic mobile-friendly website so that you do have the ability to control a digital presence and not find yourself totally at the mercy of the big tech companies with respect to what they control.” – Bill Lang, presenter

Video time: 04:20

“There are usually four reasons why people will not buy from you, your team and your business. The first one is that they don’t trust you. So whatever it is you’re communicating with them about, they just have that feeling that they can’t trust you. The second reason is actually they don’t have a need – they might want it, they might want a whole number of things but in terms of whether it’s a real need, they don’t have one. Let’s say they trust you, and they’ve got the need, then the question is, is your proposed service, your proposed solution, will it actually help them?” – Bill Lang, presenter

Video time: 03:39

“Thinking about how you might segment or group people based on what you know about them, and what they might be dealing with, how you might call some of them up, while you might organise a 15-minute check-in call to see how they’re going and making it about them to learn more about where they’re at, and what’s going on, is going to be a much more manifest and tangible way of communicating your commonality with them and your empathy to get a better sense of where things are at before you ever talk about yourself.” – Bill Lang, presenter

Video time: 07:34

“Just a brilliant example of character and empathy and commonality in terms of a very practical thing that he did, and there are hundreds and hundreds of these types of examples, particularly what small business owners and small business families have done in their local communities to support their local customers through these very turbulent times.” – Bill Lang, presenter

Video time: 07:11

“Just a brilliant example of character and empathy and commonality in terms of a very practical thing that he did, and there are hundreds and hundreds of these types of examples, particularly what small business owners and small business families have done in their local communities to support their local customers through these very turbulent times.” – Bill Lang, presenter

Video time: 03:13

TAKE A LOOK

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