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Event

Center Management Coach

10–11 Mar 2020

"By clarifying my own basic values I gained valuable insights to who I am as a leader." "A great forum to exchange experiences and ideas on how to involve and engage with our customers."

Finland

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Center Management Coach

10-11 march｜Iso Omena, Espoo
Discussions about the future of retail has probably never been more intense. In this new retail world, physical stores and shopping centers have the unique opportunity to offer personal customer service and experiences that just isn’t possible in digital commerce. NCSC wants to highlight the relevance of the physical store and focus on the important role of center managers, deputy managers or equivalent roles within center management, by offering a practical and inspiring coaching program. The program was launched in Sweden in 2019 and after receiving excellent reviews we are now extending it to Finland. The course focuses on leadership and will provide tools that can be applied directly in your day to day operation.

Price
Member: € 525 / Non-member: €895

Programme

Course content

  1. Sustainable leadership in shopping centers: how to get stores and tenants to engage and see their full potential.

  2. Your leadership values: how to increase motivation and well-being by integrating and clarifying personal and organizational values.

  3. Service and customer experience as an important competitive factor: how to get stores and tenants to engage through inspiration, activities and competitions.

  4. Breakfast meetings: vitamin kick or a sleeping pill? Sharpen your rhetorical self!

  5. Mystery shopping: how to turn negative numbers & keep positive ones.

  6. Positive feedback: 4 steps to make your feedback genuine, warm and engaging.

  7. The art of motivation: 10 steps to spark initiative and drive.

Background

"In general, most agree on the principle of 'putting the customer in focus'. However, it is astonishing to see how some rather basic criteria aren't met in practice. Statistics show that only 53% of Swedish sales staff actually greet their customers and many don’t even know where toilets, playrooms or other stores are located within the shopping center. Effective shopping center management is as important now as it has ever been. To communicate values and goals and engage with store managers and staff on a daily basis, is a prerequisite for success. If you do that, wonders will happen. When the staff love their shopping center, customers will love to shop there." – Susanne Einhorn

Course Leader

Susanne Einhorn, behavioral scientist and expert in sales and customer service, will lead the coaching program.

Testimonials

"BY CLARIFYING MY OWN BASIC VALUES I GAINED VALUABLE INSIGHTS TO WHO I AM AS A LEADER." Mona Lidén, Utopia “A GREAT FORUM TO EXCHANGE EXPERIENCES AND IDEAS ON HOW TO INVOLVE AND ENGAGE WITH OUR TENANTS” Sanna Sultan, Bromma Blocks