“Turbo-charging our performance to another level – that’s where the Cohen Brown process really kicked in. Over the first eight weeks, I targeted a 5 percent improvement. Instead, we did 20 percent. We also focused carefully on turnover and absenteeism so we could keep our best employees. Over the last nine months, we’ve improved our performance on both measures by 30 percent!”

A large insurance company in Africa
Process
The Cohen Brown Process provides the means and methodology by which an institution can leverage its existing structure to produce extraordinary results. This process is supported with a fully integrated top-down/bottom-up perspective so that all personnel work synergistically to make the organization a market leader through a differentiated sales-and-service culture.

As a performance consultant and trainer, Cohen Brown forms strategic partnerships with its clients to help develop a sound infrastructure that supports an increased focus on sales and service. Cohen Brown's Results Consultants provide counsel on all processes that impact the development of a strong sales-and-service culture (e.g., client segmentation, high-value client programs and processes, goal setting, measurement, tracking, incentive compensation, recognition and reward systems, maximizing the use and effectiveness of alternative delivery systems, establishing non-negotiable minimum standards, and leveraging sales technologies to achieve behavioral change, and profitable bottom-line results).

Cohen Brown believes training in and of itself will not obtain the cultural changes our clients are looking to achieve. It is the integration of Cohen Brown's role as a performance-consulting partner with the delivery of training programs that enables us to impact the strategic direction of the firm and achieve increases in
  • Share of wallet
  • Market share
  • Desired retentions

However, it is difficult, if not impossible, to acheive these results without changing the way managers conduct their business on a daily basis.

The Cohen Brown Process succeeds because

  • It is process-driven, Results Consultant-supported, and woven into a firm's existing culture.
  • It is flexible and adjustable to local market needs.
  • It is led, owned, and supported by all management, which maximizes accountability.
  • It is a full-management process supported by results consulting, training, performance coaching, and comprehensive management roadmaps.
  • It involves a strategic alliance between the line and the firm's internal training department.
  • It adds discipline and structure for the Front-line and support areas.
  • It includes sustainment and continuous improvement methodologies, including reinforcement labs, support tools, and sharing of Proven Best Practices.
  • It is customized for each business unit and delivery channel.
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