In every market, businesses fall into the same trap: believing the quickest way to win customers is by lowering prices. But competing on price is a race to the bottom—one where margins shrink, quality erodes, and the value that once made a business compelling slowly disappears. The companies that thrive aren’t the cheapest; they’re the […]
Category Archives: CUSTOMER EXPERIENCE
10
Nov
Nov
As new communication platforms enter the market the lines between what is acceptable are becoming blurred. (Phone, Email, SMS, Messenger, LinkedIn, WhatsApp, Zoom, Teams, Skype etc). As younger people join the work force and find positions of authority the rules as we think we know it, become blurred also. How do we deal with this […]
27
Jun
Jun
Customer relationships can be tricky to manoeuvre. You can do your best to deliver an amazing experience, but that doesn’t always mean they will refer you to a friend. When people refer you we call them Brand Ambassadors, as they are essentially your best sales team. Great delivery is just the start, but you do […]
27
May
May
A customer buying journey is just the professional way of saying these are the steps my customers take before they buy. When you understand the steps they take you will have a roadmap for how you can be there in the right place, with the right tools, to help them make the right decision – […]
25
Apr
Apr
As we go along in our business day to day, do we ever stop and wonder how our clients or customers really view or perceive what our business is about – and are we telling the right story? Customers view our business through more than words and pictures. When we’re telling our story we need […]
31
Mar
Mar
Unless you commit a healthy advertising budget, a website is not much more than a brochure sitting on a desk unless it has the right keywords and SEO so people can find it through searching easily. Then when people do find it the speed it displays and the way it performs all affect the user […]
07
Mar
Mar
The cost of living and running a business is rising. Banks and utilities are increasing their prices all the time. The unfortunate reality is we may need to follow if we want to remain in business. This isn’t easy for many people, so here are some tips for what to think about. 1. Stay competitive […]
17
Sep
Sep
Let’s face it, once you have a good customer it’s far easier to offer more to these customers than it is to find new ones. Make sure you are making the most of relationships you have first. To begin, we need to know who our best customers are: 1. Look at your top 20% customers. […]
24
Jul
Jul
It doesn’t seem to matter how much experience we have, each day we can find ourselves faced with issues that can make us wonder “How could I possibly have gotten this so wrong?” I recall once hearing the saying “Every day is a school day”, and that has resonated with me ever since. In this […]
21
May
May
We’d love to be able to say none of us have had one of those experiences where service just fell way short of what we expected, but the truth is it happens far more than it should. If a customer expects one thing and gets something different there are a whole lot of factors that […]