Integration and Support: Embedding Success

Building a Lasting Impact

We know you want to see your investment in learning pay off long-term and we believe that true success lies in embedding learning into the fabric of your organisation. Our focus extends beyond program delivery to ensuring that the knowledge and skills acquired translate into tangible business results.

A Holistic Approach to Embedding Learning

Our approach to embedding learning is grounded in the 70-20-10 model, which emphasises the importance of a balanced learning ecosystem. We work closely with our clients to create a comprehensive strategy that includes:

• Aligning Learning with Business Goals: Ensuring that learning initiatives directly support strategic objectives.
• Fostering Managerial Support: Empowering leaders to champion a learning culture and provide ongoing support.
• Prioritising Coaching and Feedback: Providing continuous guidance and development opportunities.
• Cultivating a Reflective Practice: Encouraging employees to learn from their experiences.
• Building a Collaborative Learning Community: Fostering knowledge sharing and peer-to-peer learning.
• Leveraging Technology: Utilising digital tools to enhance learning experiences.

Real-World Success

Our experience working with organisations across various industries has enabled us to refine our embedding strategies. For example, in our partnership with a leading healthcare provider, we successfully implemented a sales-through-service culture, resulting in a significant improvement in customer satisfaction, increased sales, and a stronger employee engagement. Read the full case study below.

Client Challenge:

A leading health insurance provider faced significant challenges in embedding a sales-through-service culture across its teams. Previous one-off training efforts failed to achieve lasting behavioural change, leaving a gap in both service quality and customer engagement. The organization needed a sustainable solution to ensure consistent, service-oriented sales practices that could be adopted at scale.

Neural Networks' Solution:

To address this, we designed a comprehensive, blended learning program centred around a Train-the-Trainer model. This approach empowered internal teams to spearhead the cultural shift toward a service-driven sales approach. The program integrated classroom training, on-the-job coaching, and peer-to-peer learning, creating a multi-dimensional learning environment. In addition, managers received tools and resources to support their teams' behavioural change journey effectively.

Establishing ‘Match Fitness’ for Sales Teams:

Our initial focus was to establish ‘match fitness’ across the sales teams with a structured, two-part approach:

1. Sales Process and Competency Framework: Working closely with the client, we co-created an ‘ideal’ conversational sales process along with a Sales Skill Competency Assessment. This guide enabled the business to assess team members’ skills both before and after program participation, ensuring clear measurement of growth.
2. Mindset Assessment: We developed a Mindset Assessment tool, complete with behavioural examples, allowing the organization to identify and address any mindset barriers that could hinder a successful sales-through-service approach.

A 1-day workshop equipped the internal training team with the skills to apply both the Sales Skill Competency Assessment and the Mindset Assessment. Trainers learned to evaluate team members' match fitness and readiness for the development program, empowering them to sustain these assessments across the organization.

Sales Training Program Design and Delivery:

We designed a modular training series, blending mindset and skillset development for team members and leaders alike. Workshops covered critical topics like setting expectations, building trusted advisor relationships, overcoming mindset obstacles, reframing objections, and addressing customer emotional needs. All content was closely aligned with the competency framework and desired sales process, ensuring a seamless learning journey.

To further extend learning, we provided a suite of 10 online modules focusing on core skills and 10 ‘Skill Clinic’ facilitation guides. These skill clinics were designed to reinforce and deepen learning, allowing leaders and trainers to facilitate practical applications of skills on the job, thus strengthening the cultural shift over time.

Train-the-Trainer Model for Lasting Impact:

To ensure sustainability, we implemented an accreditation program within our Train-the-Trainer model. Internal trainers achieved certification, enabling them to deliver both initial and ongoing training independently. This approach established a foundation for self-sufficiency and ensured the consistency of induction and development training for the long term.

Results:

Through this tailored approach, the organization successfully embedded a sales-through-service culture that transformed interactions with customers. As a result, customer satisfaction and sales performance improved, while the workforce became more engaged and aligned with the organization’s values. By empowering internal trainers and supporting managers, Neural Networks helped the client build a lasting, self-sustaining model for cultural change.