The 4 Basic Behaviours of Service Excellence
The 4 Basic Behaviours of Service Excellence So much is written about customer experience that it often goes in one ear and out of the other. The key to success in any subject is to keep it simple and...
View ArticleHow to get referrals in the age of social media and online feedback
How to get referrals in the age of social media and online feedback Almost all businesses want more referrals, yet most fail to get very many. In this article customer loyalty and sales specialist, Guy...
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A complaint is a compliment
A complaint is a compliment A complaint is a compliment: what do we mean by this? Surely a complaint is a bad thing because it means that the customer is unhappy about something? Well, of course it’s...
View ArticleIt’s not sales then service, it’s service then sales
It’s not sales then service, it’s service then sales Of the old industrial age world, the standard sales model look a little bit like this. Marketing: right product, right packaging, right price,...
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Why you should LOVE complaints
Why you should LOVE complaints I was chatting with a friend or the other day, and they told me about a meal out they had had that wasn’t very good. So I asked: “did you complain?” And, you’ve guessed...
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We can’t serve you, we’re the sales dept
Here’s a classic from the ‘Sales dept is separate from the service dept’ school of thinking: I was on the phone to BT to talk about adding something to my contract – when I also asked for something...
View ArticleThe customer is NOT always right, but they ARE always the customer
The customer is NOT always right, but they ARE always the customer We very often hear the glib and untrue phrase: “the customer is always right”. Not only do all our people know that this is not...
View ArticleA Customer’s REAL Needs
A Customer’s REAL Needs In a nutshell, ‘customers’ just want three things from anyone: TRUST, ATTENTION & A BETTER / EASIER LIFE (this produces that ‘special’ emotional feeling: a mix of trust and...
View ArticleThe Value of Customer Experience
The Value of Customer Experience The problem with ‘customer experience’ is that it costs money to do and it usually doesn’t provide an immediate return on spend: so, especially in tough times like...
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Value verses Price;
Value verses Price; “Marketing Bollocks?” You will often hear me talking about value verses price; how value is more important than price, yet how customers will so often shop on price because the...
View ArticleHow to find a GREAT Sales Manager
A talented sales rep on the ground floor has this great knack for selling and is swiftly breaking through existing sales records. Due to his success, the executives decide to promote this rep to sales...
View ArticleWhat is the 'Net Promoter Score' about?
What is the ‘Net Promoter Score’ about? You’ll see a lot of people using and promoting the ‘net promoter score’. If you don’t know what we mean by this, you’ll probably have noticed an explosion of...
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Why returning customers are so much more valuable than new ones – take note …...
More sales just equals more contacts and bigger orders, right? What if that’s not the case? What if what you’re doing with all the first-time clients or return customers has a bigger impact on your...
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What social media marketing works?
What social media marketing works? ‘Social Media’ has been a buzzword for a while now. At first it was promoted as the ‘answer to everything’ ; just advertise here and you’ll have clients flooding in...
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How do I improve my email newsletters?
How do I improve my email newsletters? How many ‘email newsletters’ do you get? How many do you read? … yet you expect your customers to read yours? The best way to improve your ‘email newsletters’ is...
View ArticleHow do we gather feedback effectively?
How do we gather feedback effectively? In the world of the empowered customer, feedback is the breakfast of champions. In the ‘old world’ of one way mass communication, marketing was king, but as this...
View ArticleIs it OK to fire a customer?
Is it OK to fire a customer? Very often, organisations are reluctant to put great customer loyalty processes (like genuinely great guarantees), or customer trust processes in place (like payment after...
View ArticleHow do I handle complaints?
How do I handle complaints? We all get complaints: some are maybe fairer than others, and there’s a lot of print acreage devoted to strategies to deal effectively with them. There’s perhaps one point...
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How do I handle mistakes?
How do I handle mistakes? We all make mistakes. But in the age of global 2 way communication, and instant online feedback and sharing, they can be hyper dangerous – just ask Gerald Ratner if you want...
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